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About the Company
Connect America and our family of brands, including Lifeline, have helped aging individuals and at-risk populations live safely and independently in their homes for more than 40 years. As North America’s largest independent provider of connected care, we deliver 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.Â
Connect America has been recognized as one of Philly Happening’s Best Places to Work. Our award-winning customer service team has received the Best Service Award from Today’s Caregiver. In addition, our healthcare division was named Top Ten Home Healthcare Solutions Provider in 2019 & 2020.
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.
Our headquarters are located close to the city of Philadelphia, in Bala Cynwyd, PA. Learn more at www.connectamerica.com.
Job Purpose
To answer incoming telephone calls and alarms from elderly and medically at-risk individuals, referred to as Subscribers, and triage their needs with designated responders, including non-emergency and emergency responders, to obtain the appropriate level of assistance in a timely manner.
Responsibilities
Respond to incoming calls and alarms by identifying the type of help required and coordinating timely and appropriate assistance according to established protocols and procedures.
- Ensure that all customer interactions are conducted in a professional and caring manner resulting in a high level of customer service.
Obtain requested revisions to Subscriber data and ensure updates are accurately entered into the appropriate data management system, Mastermind.
Perform off-phone tasks as required, including call back queue work, in accordance with established protocols.
Troubleshoot maintenance alarms, when applicable, and home communicator issues to help ensure the Subscriber’s service remains functional and uninterrupted.
- Meet departmental standards for after-call work, average handle time, and case quality.
- Adhere to all company and departmental policies and practices.
- Ensure that all required training is completed within expected timeframes.
Demonstrate behaviors that contribute to a productive, supportive, and caring work environment.
Education, Experience, and Qualifications
High school diploma or equivalent required; GED evidence required.
Call center or customer service experience. Professional and courteous telephone manner.
Fluency in English with excellent verbal communication skills.
Proficient computer and Microsoft Windows skills, including the ability to navigate multiple systems, use standard office applications, enter information accurately, and troubleshoot routine technology issues with minimal assistance.
Deep compassion and empathy for elderly and medically at-risk individuals is highly desirable.
Ability to handle routine and repetitive tasks at a varying pace.
Ability to maintain composure in stressful situations.
Satisfactory completion of all required pre-employment screenings, including background check, drug test, CORI check, and fingerprinting.
For remote positions, we require a professional work environment that includes a quiet, distraction-free workspace, a private area to ensure confidentiality and security when handling sensitive information, and reliable internet access to support seamless communication and work activities. The company will provide the necessary equipment required for employees to perform their job duties. Employees are responsible for maintaining company-provided equipment in good working condition, using it appropriately, and promptly reporting any issues, damage, or malfunction. Employees must also provide and maintain a reliable high-speed internet connection that meets company-defined requirements. Proof of internet speed meeting company standards is required prior to hire and may be revalidated as needed to ensure ongoing performance and service reliability. Remote employees must perform all work from within the United States 100% of the time. Any long-term relocation between states must be reviewed and approved by the company in advance.
On-Call Personal Response Associate Addendum
Overview
This addendum supplements the standard Personal Response Associate job description and applies specifically to individuals hired directly into the On-Call PRA classification without prior ERC employment. All standard PRA role requirements remain in effect unless otherwise noted below.
Role Classification
- Title: Personal Response Associate — On-Call (PRA-OC)
- Employment Type: Non-benefits-eligible employee
- Schedule: No set or guaranteed hours; availability-based shift pick-up
Standard On-Call Requirements
The following requirements apply to all On-Call PRAsÂ
- Minimum of 20 hours per month must be picked up
- Agents are responsible for selecting available shifts through the scheduling system
- Failure to meet the monthly minimum may result in a review of continued employment status
New-Hire Knowledge Retention Requirement for On-CallÂ
Given that On-Call PRAs do not hold a fixed schedule, new hires are at risk of knowledge loss if insufficient hours are worked in the period immediately following training. To protect service quality and agent competency, the following requirement applies to all individuals hired directly into the On-Call PRA role:
- During the first 30 days following training completion, new-hire On-Call PRAs are required to pick up a minimum of 15 hours per week
- This elevated requirement ensures continuity of practice and reinforces training during the critical early period
- Beginning in month two, the standard 20-hour monthly minimum applies
New-hire On-Call PRAs will be informed of this requirement prior to offer acceptance. The requirement will be documented in their onboarding materials and confirmed at training completion.
Training
New-hire On-Call PRAs complete the same initial training program as full-time and part-time PRAs. To support scheduling flexibility, the company offers training in 4-hour sessions, Monday through Friday, spanning approximately four weeks.
Compensation and Benefits
- Hourly, non-exempt.
- Not eligible for benefits, including health, dental, vision, or PTO.
- Eligible for applicable earned sick time per state law.
On-Call PRAs may be required to provide proof of internet speed.
Schedule: No set schedule. On-Call associates pick up available shifts through the staffing portal based on business needs and available overtime opportunities. A minimum commitment of 20 hours per month is required
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