System Status Controller

Company: Best Buy Health
Location: Carlsbad
Posted on: May 16, 2022

Job Description:

This class will be based out of Best Buy Health's Carlsbad, California location. The person who fills this role will must be within a commutable distance to the Carlsbad, CA office.
CLASS START DATE: 6/27/22
PAY: $22/hr
SCHEDULE: Must be willing to work various shifts including overnights, holidays, and weekends
ABOUT THE TEAM
The Urgent Response Center is dedicated to delivering a superior service experience to each of our subscribers, supporting both emergency and non-emergency calls. The team offers 24/7 support for a variety of service needs ranging from emergency response to maintenance and support.
ABOUT THE JOB
As an Urgent Response Agent, your primary responsibilities will be to receive, evaluate and prioritize telephone (emergency and non-emergency) and electronic requests for assistance and service. The effective individual must be able to maintain composure, and focus, confidentiality, often in very high stress situations. Working under the direction of a Urgent Response Supervisor, the Agent must adhere to defined protocols and process information rapidly with a high degree of accuracy to determine an appropriate course of action.

RESPONSIBILITIES
Respond to high volume of emergency and non-emergency inbound requests for assistance
Maintain a customer focus by listening actively and maintaining composure
Monitor status of calls to ensure requests for service are expediently dispatched and processed within the framework of procedures and policies
Mentor newly hired staff to provide a richer and practical onboarding experience
Dispatch calls to the appropriate agencies, providing relevant information regarding location and level of urgency
Create accurate logs of all communications for the purpose of assuring the general safety of customers
Update and maintain confidential service and personal health data provided by customers.
Identify and promptly report service and equipment malfunctions to 5Star leadership
Attends and successfully completes required and authorized trainings to maintain Priority Dispatch Certification
Adhere to all Federal and State regulations as they pertain to the assigned program such as information security & privacy (i.e., CPNI, HIPAA, and FDA s 501K Clearance issues)
Other duties as assigned

QUALIFICATIONS
Education: High school diploma or GED required
Certification: Prior certification and/or successful completion of the Priority Dispatch EMD and EPD Certification coursework upon hire
Required Experience:
Minimum 2 years of customer service call center experience OR 1 year of dispatch experience required
Knowledge/Skills/Abilities:
Computer skills including typing and prior experience using Microsoft Office Suite
Knowledge of CPNI, HIPAA, and FDA s 501K Clearance issues

Offer of employment is conditioned upon successfully passing a pre-employment background check and drug test

Keywords: Best Buy Health, San Diego , System Status Controller, Other , Carlsbad, California