Care Center Representative (Overnight)

Our client operates in the healthcare and service industries, providing critical support and reassurance to individuals and families nationwide during urgent situations. They address the need for timely, compassionate responses to medical alerts and emergencies, helping members feel safe and supported. Through their care center, the organization serves a broad customer base and delivers essential assistance at scale.

About the Role

This position serves as a frontline contact for emergency and non-emergency calls, providing immediate assistance, reassurance, and emotional support. The role ensures medical alerts are handled promptly and according to established protocols while maintaining high service quality and customer satisfaction. It is especially important during critical moments when calm communication and accurate response coordination are essential.

Responsibilities

• Answer emergency and non-emergency calls, prioritizing and dispatching responses according to established protocols.
• Provide empathetic, clear, and professional customer support using both scripted and unscripted communication.
• Monitor medical alerts and alarms while maintaining calm and attentive communication.
• Accurately document call details, dispatches, and messages in real time.
• Verify and update customer records to maintain accurate information.
• Troubleshoot alarm system issues and report maintenance needs appropriately.
• Proactively recommend preventative healthcare services when appropriate.
• Handle sensitive materials securely and maintain strict confidentiality.
• Operate multiple computer systems while communicating effectively with customers and response teams.
• Complete required training, compliance testing, and other assigned activities.
• Perform additional duties as assigned.

Requirements

• High school diploma or GED.
• 0–1 year of customer service experience; contact center or healthcare experience preferred.
• Strong interpersonal and communication skills.
• Ability to remain calm, empathetic, and professional under pressure.
• Self-motivated with the ability to work independently and collaboratively.
• Typing speed of at least 35 words per minute.
• Familiarity with customer service software and CRM systems preferred.
• Proficiency with Microsoft Office applications.
• Willingness to work overnight shifts, weekends, overtime, and flexible schedules.
• Reliable high-speed internet connection with minimum speeds of 50 Mbps download and 25 Mbps upload.
• Residency in one of the specified U.S. states required.

Pay

$16.00 per hour.

Benefits

• Medical, dental, and vision insurance.
• Employer-paid basic life insurance and accidental death and dismemberment coverage.
• Voluntary life insurance options for employees and dependents.
• Health care and dependent care flexible spending accounts.
• Pre-tax and post-tax commuter and parking benefits.
• 401(k) retirement savings plan with company match.
• Paid time off.
• Paid parental leave.
• Short-term and long-term disability insurance.
• Tuition reimbursement.
• Employee discounts on retail, travel, dining, and other services.