Summary

Connect America is a leading provider of digital health solutions dedicated to empowering aging adults and vulnerable populations to live safely and independently at home. Founded in 2004 and headquartered in Bala Cynwyd, Pennsylvania, the company operates a comprehensive connective care platform that integrates AI-assisted remote patient monitoring (RPM) with personal emergency response services (PERS), medication management, analytics, and concierge services. Their innovative technology suite, branded as Connect America Home, provides secure, non-intrusive continuous monitoring with both emergency and non-emergency support. The company serves over 3,000 provider partners and health plans across North America, protecting more than 900,000 subscribers with systems that process over 850,000 emergency signals monthly. Connect America's solutions are designed to improve health outcomes, reduce unnecessary hospitalizations, lower care costs, and enable healthcare entities to monitor at-risk populations for more timely interventions and smart escalations of care. Their family of brands includes Lifeline, Medical Alert, and 100Plus, making them one of the most trusted names in senior care technology with a 50-year legacy in the industry.

Job description

Responsibilities

Handle a high volume of inbound customer calls regarding invoices, payments, account balances, credits, refunds, and billing transactions.
Deliver exceptional customer service while maintaining professionalism, empathy, and accuracy during every customer interaction.
Review customer account information and process payments accurately and efficiently.
Navigate multiple systems simultaneously while assisting customers over the phone.
Accurately document customer interactions, account updates, and resolutions within company systems.
Maintain and update customer information, including account details, contact information, and account preferences.
Research billing concerns and work toward timely and accurate resolution in accordance with company policies and procedures.
Utilize active listening, problem-solving, and communication skills to identify customer needs and provide effective solutions.
Resolve customer concerns professionally while promoting customer satisfaction and retention.
Escalate complex billing issues through appropriate channels when necessary.
Meet established individual and team performance expectations related to quality, productivity, attendance, customer experience, and call handling metrics.
Maintain confidentiality of customer information and comply with company policies and procedures.
Work effectively in a team environment to support departmental and organizational goals.

Qualifications

High school diploma or equivalent required.
Six months or more of customer service, call center, billing support, or related experience preferred.
Ability to work in a fast-paced, phone-based customer service environment with frequent customer interactions throughout the workday.
Proficiency with computer applications and the ability to navigate multiple systems simultaneously while speaking with customers.
Strong verbal and written communication skills.
Commitment to delivering exceptional customer service through appropriate follow-through, urgency, and accountability.
Strong time management, organizational, and prioritization skills.
Ability to maintain a high degree of accuracy and attention to detail.
Ability to learn new processes, systems, and procedures quickly.
Strong problem-solving skills and ability to handle customer concerns professionally.
Ability to work effectively both independently and as part of a team.

Requirements

High school diploma or equivalent required.
Six months or more of customer service, call center, billing support, or related experience preferred.
Ability to work in a fast-paced, phone-based customer service environment with frequent customer interactions throughout the workday.
Proficiency with computer applications and the ability to navigate multiple systems simultaneously while speaking with customers.
Strong verbal and written communication skills.
Commitment to delivering exceptional customer service through appropriate follow-through, urgency, and accountability.
Strong time management, organizational, and prioritization skills.
Ability to maintain a high degree of accuracy and attention to detail.
Ability to learn new processes, systems, and procedures quickly.
Strong problem-solving skills and ability to handle customer concerns professionally.
Ability to work effectively both independently and as part of a team.

Company overview

Connect America is a leading provider of digital health solutions dedicated to empowering aging adults and vulnerable populations to live safely and independently at home. Founded in 2004 and headquartered in Bala Cynwyd, Pennsylvania, the company operates a comprehensive connective care platform that integrates AI-assisted remote patient monitoring (RPM) with personal emergency response services (PERS), medication management, analytics, and concierge services. Their innovative technology suite, branded as Connect America Home, provides secure, non-intrusive continuous monitoring with both emergency and non-emergency support. The company serves over 3,000 provider partners and health plans across North America, protecting more than 900,000 subscribers with systems that process over 850,000 emergency signals monthly. Connect America's solutions are designed to improve health outcomes, reduce unnecessary hospitalizations, lower care costs, and enable healthcare entities to monitor at-risk populations for more timely interventions and smart escalations of care. Their family of brands includes Lifeline, Medical Alert, and 100Plus, making them one of the most trusted names in senior care technology with a 50-year legacy in the industry.