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Form of workJob Description
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.
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 Function:
Oversee all aspects of equipment management and RMA process from send-out to receipt. Perform order fulfillment per requests from field installers and/or CS team.
Responsibilities:
- Approves and ships installer inventory orders based on demand and inventory levels.
- Coordinates all repair shipments and receipts including requesting RMA, shipping, receiving and testing.
- Receives equipment return jobs. Updating appropriate call center as needed for returns.
- Completes Service Reports and assists with Provider Action List.
- Proficient in all areas of inventory; refurbish, fulfillment, board report / provider action list.
- Review the “pending install report” at least once per month and cancel the installation job for any client that should not be on the list.
- Month End Removed Report-SIM deactivation, MedMinder notification.
- Track equipment usage for installers and report quarterly to Inventory Manager to assist in maintaining or adjusting appropriate inventory levels.
- Be a resource for office staff and team regarding cellular coverage in Oregon and Washington and Alaska to make informed suggestions on what equipment would be appropriate for clients.
- Understands and can program and recommend specialty equipment.
- Investigates and corrects inventory discrepancies.
- Provides tech support for challenging equipment troubleshooting.
- Works on specialty and conversion projects.
- Understands how to run and use Compass reports.
- Provides assistance and backup for month-end reporting.
- Assists Client Services with answering calls in the phone queue as needed.
- Assists with quarterly physical inventory.
- Understand and adhere to HIPAA guidelines for all communications.
Qualifications:
- 2+ years’ experience in an office or customer service environment
- Able to stand for more than 1 hour continuously, lift up to 40 pounds occasionally, and tolerate use and exposure to household cleaning products
- Exceptional written and verbal communication skills and customer service
- Knowledge of MS, Internet, and web tools
- Skilled at work organization, prioritization, and problem solving
- Willing to work alone and with a team
- Ability and flexibility to work under deadlines
- Ability to accept direction, positively respond to urgent task requests, and ability to prioritize multiple projects
- Previous inventory experience
Connect America is a drug-free workplace and an Equal Opportunity Employer. We participate in the E-Verify program in our hiring practices to achieve a lawful workforce.
