Urgent Response Adviser
Company: Best Buy Health
Posted on: May 15, 2022
This class will be based out of Best Buy Health's Reno, Nevada
location. The person who fills this role will must be within a
commutable distance to the Reno, NV office.
CLASS START DATE: 6/27/22
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.
Respond to high volume of emergency and non-emergency inbound
requests for assistance
Maintain a customer focus by listening actively and maintaining
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
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
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
Education: High school diploma or GED required
Certification: Prior certification and/or successful completion of
the Priority Dispatch EMD and EPD Certification coursework upon
Minimum 2 years of customer service call center experience OR 1
year of dispatch experience required
Computer skills including typing and prior experience using
Microsoft Office Suite
Knowledge of CPNI, HIPAA, and FDA s 501K Clearance issues
Offer of employment is conditioned upon successfully passing a
pre-employment background check and drug test
Keywords: Best Buy Health, Sparks , Urgent Response Adviser, Other , Dayton, Nevada
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