Job description

This role is hybrid, which means you must be located within a drivable distance to the Reno Best Buy Health office.
Pay: 21/hr plus bonus pay for weekend work, shifts that end later than 7pm and overnight shifts
Start Date: 10/17

The Urgent Response Center is dedicated to delivering a superior service experience to each of our subscribers, supporting both emergency and non-emergency calls. The team offers 24/7 support for a variety of service needs ranging from emergency response to maintenance and support.

As an Urgent Response Agent, your primary responsibilities will be to receive, evaluate and prioritize telephone (emergency and non-emergency) and electronic requests for assistance and service. The effective individual must be able to maintain composure, and focus, confidentiality, often in very high stress situations. Working under the direction of a Urgent Response Supervisor, the Agent must adhere to defined protocols and process information rapidly with a high degree of accuracy to determine an appropriate course of action.

RESPONSIBILITIES

• Respond to high volume of emergency and non-emergency inbound requests for assistance
• Maintain a customer focus by listening actively and maintaining composure
• Monitor status of calls to ensure requests for service are expediently dispatched and processed within the framework of procedures and policies
• Mentor newly hired staff to provide a richer and practical onboarding experience
• Dispatch calls to the appropriate agencies, providing relevant information regarding location and level of urgency
• Create accurate logs of all communications for the purpose of assuring the general safety of customers
• Update and maintain confidential service and personal health data provided by customers.
• Identify and promptly report service and equipment malfunctions to 5Star leadership
• Attends and successfully completes required and authorized trainings to maintain Priority Dispatch Certification
• Adhere to all Federal and State regulations as they pertain to the assigned program – such as information security & privacy (i.e., CPNI, HIPAA, and FDA’s 501K Clearance issues)
• Other duties as assigned

QUALIFICATIONS

Education: High school diploma or GED required
Certification: Prior certification and/or successful completion of the Priority Dispatch EMD and EPD Certification coursework upon hire

Required Experience:

• Minimum 2 years of customer service call center experience OR 1 year of dispatch experience required

Job Type: Full-time

Pay: $21.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Disability insurance
• Employee assistance program
• Employee discount
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Paid training
• Parental leave
• Tuition reimbursement
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Evening shift
• Night shift
• Weekend availability

Ability to commute/relocate:

• Reno, NV 89521: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Because our Urgent Response team is a 24/7 service we are looking for candidates with open availability including day shift, night shift, overnight shift and weekends. Do you have any restrictions regarding days or hours you are willing/able to work?

Work Location: Hybrid remote in Reno, NV 89521

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