Urgent Response Advisor

Company: Best Buy Health
Location: Fernley
Posted on: September 20, 2022

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
As an Urgent Response Agent your primary responsibility will be to receive, evaluate, and prioritize both emergency and non-emergency telephone and electronic requests for assistance. This individual will be trained and certified by the International Academy of Emergency Dispatch (IAED) to quickly evaluate the emotional fitness of a caller and maintain composure and focus, during what can be at times very high stress situations. Working under the guidance of the Urgent Response Center Supervisor, this individual will adhere to prescribed protocols, and process information with a high degree of compassion and accuracy.
The Urgent Response Center is dedicated to ensuring the general well-being of our subscribers, delivering a superior service experience by supporting both non-emergency and emergency calls for assistance. The team offers 24/7 support for a variety of service needs which can include emergency response, general wellness, maintenance, and support of contracted living facilities.
Key Responsibilities

• Perform initial psychological and social assessments on a high volume of emergency and non-emergency contacts for assistance, which may include calls related to medical, social, and wellness concerns
• Respond to user and system generated alerts pertaining to individual devices or Residential Living Facility devices, accurately and with an appropriate degree of urgency
• Process ancillary services calls when needed
• Advocate for members, triage calls, and report crisis situations to the appropriate agencies such as Adult Protective Services and Public Safety Answering Points
• Maintain customer focus by listening actively and keeping composure
• Create accurate logs of all communications for the purpose of assuring the general needs and safety of customers
• Maintain licensing and certifications required by the organization
• Adhere to all Company procedures, protocols, processes, as well as 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)
• Meet or exceed the established productivity and quality goals for each periodBasic Qualifications
  • High school diploma or GED
  • 2 years of customer service call center experience OR 1 year of dispatch experience
  • Prior certification and/or successful completion of the Priority Dispatch EMD and EPD Certification coursework upon hire
  • Beginner level proficiency with general computer navigation skills and Microsoft OfficePreferred Qualifications
    • Prior experience working in hospitals, senior living industry, elderly services, or comparable experience

Keywords: Best Buy Health, Sparks , Urgent Response Advisor, Other , Fernley, Nevada