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Greatcall: Emergency Response Advisor


This is a Full-time position in San Antonio, TX posted July 10, 2021.

*POSITION:* Urgent Response Agent *DEPARTMENT*: 5Star a 311*REPORTING SUPERVISOR*: Supervisor, Urgent Response*PAY: * $19/hr plus comprehensive benefits package*EMPLOYMENT STATUS:* Direct Hire*TRAVEL REQUIREMENTS:* Local travel up to 25% as needed*SCHEDULE:* Must be willing to work various shifts including overnights, holidays, and weekends*ABOUT THE TEAM* 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.

*ABOUT THE JOB*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 *AC/ Respond to high volume of emergency and non-emergency inbound requests for assistanceAC/ Maintain a customer focus by listening actively and maintaining composureAC/ Monitor status of calls to ensure requests for service are expediently dispatched and processed within the framework of procedures and policiesAC/ Mentor newly hired staff to provide a richer and practical onboarding experienceAC/ Dispatch calls to the appropriate agencies, providing relevant information regarding location and level of urgencyAC/ Create accurate logs of all communications for the purpose of assuring the general safety of customersAC/ Update and maintain confidential service and personal health data provided by customers.AC/ Identify and promptly report service and equipment malfunctions to 5Star leadershipAC/ Attends and successfully completes required and authorized trainings to maintain Priority Dispatch CertificationAC/ Adhere to all Federal and State regulations as they pertain to the assigned program a such as information security & privacy (i.E., CPNI, HIPAA, and FDAas 501K Clearance issues)AC/ 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*Experience: *AC/ Minimum 2 years of customer service call center experience OR 1 year of dispatch experience required*Knowledge/Skills/Abilities:*AC/ Computer skills including typing and prior experience using Microsoft Office SuiteAC/ Knowledge of CPNI, HIPAA, and FDAas 501K Clearance issues*Personal Attributes:*AC/ Ability to maintain composure in a stressful environmentAC/ Timely decision making skillsAC/ Listening skillsAC/ Written communication skillsAC/ PatientAC/ Action orientedAC/ Ability to set priorities and stay focusedAC/ Communication skillsAC/ Problem solving skillsAC/ CompassionateOffer of employment is conditioned upon successfully passing a pre-employment background check and drug test.BackShare* * * * * Apply Now

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