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Personal Response Associate

Company: Philips
Location: Framingham
Posted on: June 8, 2021

Job Description:

Job Title

Personal Response Associate

Job Description

If you are a Colorado resident and this role is a field-based or remote role, you may be eligible to receive additional information about the compensation and benefits for this role, which we will provide upon request. You may contact 888-367-7223, option 5, for assistance.

In this role, you have the opportunity to

Take incoming telephone calls from elderly and medically-at-risk individuals and triage their needs with designated responders (non-emergency and emergency), in order to obtain the appropriate level of required assistance in a timely manner.

You are responsible for

  • Responding to incoming calls/signals by identifying the type of help required and coordinating (triaging) timely and appropriate assistance according to established protocols and procedures.

  • Ensuring that all customer interactions are conducted in a professional and caring manner resulting in a high level of customer service.

  • Obtaining requested revisions to Subscriber data and ensure that the necessary updates are accurately entered into the appropriate data management system (Care Partners Connect/Saleforce.com).

  • Performing off phone tasks as required (call back queue, call no messages, courtesy calls) in accordance with established protocols.

  • Troubleshooting maintenance signals when applicable and home communicator issues, to ensure that the Subscriber's service is functional and uninterrupted.

  • Meeting departmental standards for calls per hour, after call work, average handle time and case quality.

  • Adhering to all company and departmental policies and practices.

  • Ensuring that all required TEDS and Philips trainings are completed within expected timeframes.

  • Demonstrating behaviors that contribute to productive, supportive and caring work environment.

You are a part of

The Philips Lifeline Response Center in Framingham, MA, which is a 24/7 environment and consists of taking calls from subscribers across the country. Some calls are emergency in nature, while others may include subscribers testing their equipment or needing non-emergency assistance.

To succeed in this role, you should have the following skills and experience

  • High School Diploma or GED (required)

  • Previous experience within call center (a plus)

  • Ability to handle emergency calls and follow clear protocols and policies

  • Must have basic Microsoft word and computers skills, with the ability to maneuver from screen to screen

  • Must enjoy speaking with the elderly

  • Fluency in Spanish (a plus, not required)

In return, we offer you

The opportunity to work within a world-class customer service department providing a service that can save lives. You will also be eligible for benefits the first day you start work at Philips Lifeline.

Why should you join Philips?

Working at Philips is more than a job. It's a calling to create a healthier society through meaningful work, focused on improving 3 billion lives a year by delivering innovative solutions across the health continuum. Our people experience a variety of unexpected moments when their lives and careers come together in meaningful ways. Learn more by watching this video.

To find out more about what it's like working for Philips at a personal level, visit the Working at Philips page on our career website, where you can read stories from our employee blog. Once there, you can also learn about our recruitment process, or find answers to some of the frequently asked questions.

It is the policy of Philips to provide equal employment and advancement opportunities to all colleagues and applicants for employment without regard to race, color, ethnicity, religion, gender, pregnancy/childbirth, age, national origin, sexual orientation, gender identity or expression, disability or perceived disability, genetic information, citizenship, veteran or military status or a person's relationship or association with a protected veteran, including spouses and other family members, marital or domestic partner status, or any other category protected by federal, state and/or local laws.

As an equal opportunity employer, Philips is committed to a diverse workforce. In order to ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veterans' Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants that require accommodation in the job application process may contact 888-367-7223, option 5, for assistance.

Equal Employment and Opportunity Employer/Disabled/Veteran

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Keywords: Philips, Framingham , Personal Response Associate, Other , Framingham, Massachusetts

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