Urgent Response Advisor San Antonio, TX

Website Best Buy Health

POSITION: Urgent Response Agent

DEPARTMENT: 5Star – 311

REPORTING SUPERVISOR: Supervisor, Urgent Response


FLSA : Non-Exempt


TRAVEL REQUIREMENTS: Local travel up to 25% as needed

SCHEDULE: Must be willing to work various shifts including overnights, holidays, and weekends


The Urgent Response Center is dedicated to delivering a superior service experience to each of our subscribers, supporting both emergency and non-emergency calls. The team offers 24/7 support for a variety of service needs ranging from emergency response to maintenance and support.


As an Urgent Response Agent, your primary responsibilities will be to receive, evaluate and prioritize telephone (emergency and non-emergency) and electronic requests for assistance and service. The effective individual must be able to maintain composure, and focus, confidentiality, often in very high stress situations. Working under the direction of a Urgent Response Supervisor, the Agent must adhere to defined protocols and process information rapidly with a high degree of accuracy to determine an appropriate course of action.

Respond to high volume of emergency and non-emergency inbound requests for assistance
Maintain a customer focus by listening actively and maintaining composure
Monitor status of calls to ensure requests for service are expediently dispatched and processed within the framework of procedures and policies
Mentor newly hired staff to provide a richer and practical onboarding experience
Dispatch calls to the appropriate agencies, providing relevant information regarding location and level of urgency
Create accurate logs of all communications for the purpose of assuring the general safety of customers
Update and maintain confidential service and personal health data provided by customers.
Identify and promptly report service and equipment malfunctions to 5Star leadership
Attends and successfully completes required and authorized trainings to maintain Priority Dispatch Certification
Adhere to all Federal and State regulations as they pertain to the assigned program – such as information security & privacy (i.e., CPNI, HIPAA, and FDA’s 501K Clearance issues)
Other duties as assigned


Education: High school diploma or GED required

Certification: Prior certification and/or successful completion of the Priority Dispatch EMD and EPD Certification coursework upon hire

Minimum 2 years of customer service call center experience OR 1 year of dispatch experience required

Computer skills including typing and prior experience using Microsoft Office Suite
Knowledge of CPNI, HIPAA, and FDA’s 501K Clearance issues

Personal Attributes:
Ability to maintain composure in a stressful environment
Timely decision making skills
Listening skills
Written communication skills
Action oriented
Ability to set priorities and stay focused
Communication skills
Problem solving skills

Offer of employment is conditioned upon successfully passing a pre-employment background check and drug test.Show more

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