About the Role
Member Care Support for Overnight (100% Remote)
Virtual
The Member Support Agent will leverage insights from sensor data, wellness surveys, and other sources of relevant information to drive both proactive and reactive customer communications. In this role you will form relationships with our customers to help them achieve wellness and support while living independently at home.
If you are a person who enjoys working with seniors and caregivers, passionate about pushing the boundaries of consumer technologies in the home environment then we would love to speak with you!
This role reports to the Care Agent Supervisor and will be based virtually across the United States.
Work hours are: 11pm-8amPST and require working both Saturdays and Sundays
What you will do:
- Review and apply information derived from customer profiles in the CRM, wellness dashboards and other sources as the basis for delivering informed customer communications to drive ongoing independence, quality of life and peace of mind for seniors and caregivers.
- Analyze situations quickly and make sound decisions in emergency and routine situations.
- Communicate necessary information to 911 services per ClearWellness workflows.
- Establish a trusted relationship with the senior and their caregivers.
- Inbound/Outbound telephone communication, managing associated documentation as well as email, text and/or chat services with seniors and caregivers.
- Provide input on improvement opportunities for products, processes, and procedures.
- Meet weekly/monthly metrics related to service level, performance, and customer satisfaction.
- Other duties will include general account maintenance such as updating customer records, features, and usage questions while ensuring satisfaction with our service, and resource research for members/caregivers.
The kind of people we look for:
- Versatile people who thrive on variety and challenge
- Excited about working in a fast-paced environment
- Innate problem solvers who want to grow in a flexible, collaborative culture
- Takes initiative, pushes boundaries, motivated to innovate
- Talented individuals with a growth mindset who want to use their learning and relationship-building skills
- Align with our company core values: Integrity, Accountability, Collaboration, Service and Quality
Minimum Required Qualifications:
- High school diploma or equivalent required.
- Abilityto effectively communicate in English through reading, writing, speaking and listening.
- Interest and ease communicating withseniors (age 75+), clearly, withpatience, empathy and compassion.
- Demonstrated ability to troubleshoot and identify issues over the phone.
- Work collaboratively with colleagues to create a high-quality results-driven, team-oriented environment.
- Self-motivated with strong organizational and time management skills, self-directed and able to handle multiple priorities with demanding timeframes.
- Exhibits professionalism, reliability, punctuality and maintains confidentiality.
- Proficiency in computers, basic understanding of MS Office, CRM software and virtual communication such as MS Teams.
- Work from a home office equipped with high-speed Internet.
Preferred Qualifications:
- 1-3 years of experience working in a healthcare environment and/or working with Remote Patient Monitoring (RPM) solutions.
- 1-3 years of experience delivering care in a home living environment.
- Experience working in a call center or dispatching services.
- Demonstrated ability to establish a rapport, gather information and provide coaching to seniors through work or volunteer experience.
- Demonstrated ability to understand, assimilate and explain complex informationin concise terms to seniors through work or volunteer experience.
- Experience with enterprise business support systems and/or process improvement methodologies.
- College degree a plus.
The Successful Candidate will have or be:
- Good interpersonal skills and a team player.
- Logical thinker who can follow standard operating procedures.
- Ability to solve problems with limited information.
- Positive attitude and a willingness to learn and grow.
- Comfortable operating in a start-up environment (flexibility required!) within a fast-growing organization.