Health Services Response Advisor - San Antonio, Texas

As a Health Services Response Advisor, your primary responsibility will be to support both Consumer and Commercial PERS customers by receiving, evaluating and prioritizing emergency and non-emergency telephone and electronic requests for assistance. These requests will include Operator Service assistance, supporting customers with manual phonebook updates, Lyft ride setup, and Directory assistance. As a Health Services Response Advisor, you will be expected to adhere to prescribed protocols, and process information with a high level of compassion and accuracy. You are an excellent fit for this role if you are seeking meaningful work are skilled at maintaining compassion and composure, even in high stress situations.

This role is onsite, which means you would be required to train and work at a designated Best Buy Health location. After training you will join the same work model as the broader HSR department. The recruiter or hiring manager will provide more details during the hiring process. For this role, you must be located within a drivable distance to our office in San Antonio, Texas.

Health Services Response is a 24/7 department, we are looking for candidates able to work all shifts including overnights and weekends (additional shift differential pay for hours worked overnight and on weekends)

What you'll do

• Assess the needs of individuals reaching out for support-whether for medical, social, or wellness reasons-across both urgent and routine situations
• Respond to user and/or system generated alerts pertaining to individual devices or Residential Living Facility devices, accurately and with an appropriate degree of urgency
• Advocate for members, triage calls, and report crisis situations to the appropriate agencies such as Adult Protective Services and Public Safety Answering Points
• Support transportation needs via dispatch of Lyft rides for customers
• Create accurate logs of all communications for the purpose of assuring the general needs and safety of customers
• Monitor member incidents in real-time, responding to alerts and reports of non-compliance, collaborating with and escalating to clinical stakeholders as needed

Basic qualifications

• Minimum 2 years of customer service and/or call center experience required
• Prior certification and/or successful completion of the CSA certification coursework upon hire required (paid on the job training facilitated upon hire)

Preferred qualifications

• 2 years of call center preferred
• 2 years of experience working in healthcare and/or technology field preferred