Personal Response Associate
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
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
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
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
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
To succeed in this role, you should have the following skills
High School Diploma or GED (required)
Previous experience within call center (a plus)
Ability to handle emergency calls and follow clear protocols and
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
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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