Personal Response
4 days ago
Connect America and our family of brands, including Lifeline Canada, have helped aging individuals and at-risk populations live safely and independently in their homes for more than 40 years.
This position of **Personal Response - Lead Rep**will be an integral role within our Lifeline Canada business. Since 1974, more than 700,000 Canadian subscribers have benefitted from Lifeline. Today, our range of medical alert services provide patients with access to help at home or on the go. Only Lifeline offers AutoAlert, the most widely adopted automatic fall detection technology on the market today and an excellent choice for those with a history, risk, or fear of falling. Our commitment to service delivery and the people behind the Lifeline name make us stand apart. Lifeline is also the only medical alarm service integrated with the Canadian healthcare system. Through partnerships with hospitals, healthcare agencies, and senior living residences. Lifeline is available to communities across the country.
At Lifeline Canada, our aim is to support our growing senior population, and their goals to age in place. The Lifeline service plays an important role in the transition from hospital to home to support independent at-risk seniors, as well as patients with chronic conditions. For more than 45 years, we have helped families support their loved ones so they can live more confidently at home knowing help is available at the push of a waterproof button, 24 hours a day. Our highly trained and caring Response Associates make this possible - whether it’s emergency services, a family member, or neighbour. With its Canadian head office in Toronto and two national Response Centres, Lifeline is the country’s leading medical alert service.
Connect America, as North America’s largest independent provider of connected care, delivers 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.
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.
**Purpose**
The purpose of the Lead Rep role is to support, coach, mentor, and lead with the Team Leader a team of frontline response centre associates.
**You are responsible for**:
- Meeting Personal Response and Customer Care service levels by monitoring team productivity
- Ensure that scheduled staff is present and available to take calls and that break schedules are adhered to as closely as possible.
- Act as first point of contact to respond to frontline staff questions/concerns.
- Escalate employee/subscriber/program issues to appropriate levels
- Perform the role of Personal Response Associate by responding to alarms and customer queue lines; especially when call volumes are high.
- Live coaching
- Assist PRA agents with alarms
- Escalate RC Emergencies to TL/Supervisors and report to Manager
- Assist in pulling calls when necessary
- Assist in taking alarms where necessary
**You are a part of**:
You are joining a professional, dedicated and passionate team who are Working Together for a Better Tomorrow. We are at the forefront of the Healthcare industry by providing the ability to diagnose confidently, improve care, and increase the quality of life for Subscribers across North America.
**To succeed in this role, you should have the following skills and experience**:
- High School Diploma
- 1-3 years of call center and/or customer service experience
- Windows Platform, E-mail, Microsoft Office, Qwerty keyboard knowledge Must be fluent in English (Written and Verbal)
- Excellent communication skills (both verbal and written)
- Must be flexible working in the daytime, evenings, and on weekends
- Ability to strive for results with exceptional organizational skills to manage multiple priorities
- Composure - Cool under pressure; can handle stress; doesn’t show frustration when resisted or blocked
- Listening - Practices attentive and active listening; has patience to hear people out
- Patience - Is tolerant with people and processes; listens and checks before acting
- Exceptional customer service skills
- Attention to detail and accurate typing skills
- Flexible
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