Job Function:

Manages and processes shared email inboxes, data entry and reporting, answering incoming phone calls, basic equipment troubleshooting, and participates with other team members to accomplish tasks and meet deadlines.

Responsibilities:

• Answer incoming calls via Five9 phone system; resolve issues, or transfer as needed
• Respond timely to service verification requests
• Process emergency incident reports
• Process new referrals and service requests: enter client data into Salesforce, facilitate communication between field technician and client/family/nurse/caregivers
• Communicate directly with referral sources (information updates, thank you for referrals, etc.)
• Assist to close work orders upon completion by field installers: upload paperwork into CRM software (Salesforce), update monitoring centers, verify equipment serial numbers, send status update to referral source if required, notify referral source of rate(s)/service(s), and make initial payment arrangements.
• Communicate with billing department regarding any account changes, new accounts, and account removals.
• Understand and follow HIPAA guidelines for all communications
• Process messages in shared inboxes from referral sources, clients, and vendors
• Assist to maintain contact databases
• Exemplify American Medical Alert's mission of client-centered services designed to support people living independently.
• Other duties as assigned

Position requirements:

• 1 year or more customer service experience
• College degree or equivalent work experience
• Exceptional written and verbal communication skills
• Exceptional organizational and time management / prioritization skills
• Advanced / creative problem solving
• Passion to provide exemplary customer service and work in a team environment
• High level of experience using windows based PCs, Microsoft office applications, email, and web-based tools and portals.
• Demonstrated attention to detail
• Excellent High Speed internet connection for remote work

Full-time, non-exempt, benefited position