ConnectAmerica - Woburn, MA
posted 4 days ago
About the position
Connect America and our family of brands, including Lifeline, have helped aging individuals and at-risk populations live safely and independently in their homes for more than 40 years. As North America's largest independent provider of connected care, we deliver a growing portfolio of innovative technologies that help bridge the gap between healthcare providers, individuals, and their care partners. Our easy-to-use solutions support health and safety in a way that leads to enhanced quality of life, earlier interventions, reduced hospitalizations and peace of mind for an estimated 10 million lives every year. Together, we are enabling independence and redefining the global home healthcare market. Connect America has been recognized as one of Philly Happening's Best Places to Work. Our award-winning customer service team has received the Best Service Award from Today's Caregiver. In addition, our healthcare division was named Top Ten Home Healthcare Solutions Provider in 2019 & 2020. At Connect America, we treat all our customers and team members ethically and respectfully, creating relationships built on trust. We work as supportive team members, developing customer solutions in a collaborative manner. If you are a dedicated, compassionate team player, come be a part of an organization that makes a positive difference in the lives of those we serve. This position of Field Service Support Technician will be an integral role within our Lifeline business. For almost 50 years, Lifeline has been the leader in personal emergency response services in the home and in senior living communities. With a focus on serving the needs of our most vulnerable populations, today's Lifeline delivers comprehensive senior population health solutions through emergency response services, medication management, predictive analytics and digital engagement. Our products and services meet the needs of a diverse set of stakeholders from seniors to caregivers, payers and providers ultimately driving improved enrollment, patient compliance and quality outcomes.
Responsibilities
- Provide the best customer service experience to customers while completing in-home installations, service, and retrieval of Lifeline's personal emergency response equipment.
- Adjust training to meet the needs of subscribers, including speaking more slowly and clearly.
- Educate and train subscribers and caregivers on products/services in a professional, respectful manner.
- Process work orders for installation, training, customer service, or retrieval of equipment/products.
- Complete tasks on work orders on scheduled dates and within specified timeframes while offering service excellence.
- Schedule service and retrieval appointments with subscribers/caregivers within expected service and quality standards.
- Acclimate subscribers/caregivers to Lifeline equipment and service, ensuring their comfort in its use.
- Comply with protocols for communicating status and issues related to work orders while managing an inventory of equipment.
- Perform accurate and timely submission of Care Plan Agreement and other documents and reports as required.
- Provide management with feedback and ideas for continuous improvement.
- Occasional evening and/or weekend appointments required for emergency service work orders.
Requirements
- High School Diploma or GED
- Ability to operate basic machinery (fax machine, PC) and dexterity to install hardware
- Basic understanding of simple communications and electronic equipment (laptop, cell phone, online business applications)
- Caring, compassionate individual who is naturally patient with senior citizens
- Ability to organize and prioritize multiple tasks and follow step-by-step installation instructions
- Valid Driver's license (Up to 75% travel - local within 100-mile radius)
- Adheres to uniform/dress code as required by the company
- Ability to lift up to 40 pounds and ability to climb stairs
Benefits
- Eligible for benefits from the first day of work
- Opportunity to work within a world-class customer service department providing a service that can save lives.
