Join our Extended Family

Job Duties and Responsibilities: 

• Observes and monitors patient alerts triggered by biometric data, health surveys, falls and home behavioral sensors
• Escalates with the member/patient, family, healthcare team or Emergency Response Service
• Utilizes predefined protocols to establish escalation pathways for high priority triage
• Answers calls from customers regarding product
• Schedules installation and pre-installation meetings with customer or client
• Documents accurately and comprehensively based on the current organization policies
• Exercise good judgment and logical thought patterns in emergency situations
• Gain control of calls, obtain callers confidence by actively listening and remaining calm, convey objectivity, compassion and confidence
• Maintain excellent communication, customer service, and public relations skills
• Able to work every other weekend and rotating holidays
• Punctual and consistent attendance
• Work a minimum of 5 days per week or a minimum of 40 hours per week

Skills and Qualifications:

• Ability to communicate effectively in English through reading, writing, speaking and listening
• Intermediate computer skills include: navigating the internet, video calling, data entry in Electronic Medical Record (EMR) or Remote patient monitoring software
• Must have exceptional verbal communication skills
• Ability to multitask
• Proficiency in Google Workspace (previously Google G suite) required
• Strong understanding of cultural competency

Education and Experience Requirements:

• Must be 18 years of age or older
• High School Diploma or GED
• College experience is preferred, but not required
• Pass a pre-employment drug test and background check
• Customer service experience in a fast-paced environment preferred
• Work-from-home experience (2+ years) preferred
• Bilingual applicants preferred (Spanish, Vietnamese and Mandarin/Cantonese)

Work environment

• This is a remote position 
• Ability to work independently and successfully with minimal direct oversight is required
• Work is performed primarily in a standard office setting with constant public contact (by telephone  or through video technology) with frequent interruptions  
• Ability to work well within a cross-functional team environment and diverse communities

Physical Requirements:

Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate to exchange information. 

Vision abilities required by this job include color vision, close vision, peripheral vision, depth perception and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Technical Requirements:

• High-speed internet with a minimum of 50 Mbps download and 5 Mbps upload required. 
• Requirements for Internet service are not based solely on a bandwidth specification but also on the quality of the connection. Internet service is to be tested at http://www.speedtest.net/ for speed and quality testing. Pingtest results should be less than 20ms to ensure no call quality issues with IP Phone service.

Job Duties and Responsibilities: 

• Observes and reports patient telehealth alerts triggered by biometric data, health surveys, trend analysis and patient call requests to assigned clinical contacts
• Collaborates and interacts with the member/patient, family, and healthcare team
• Utilizes predefined protocols to establish priorities and plan, organize, and perform interventions leading toward improved self-care/long term care outcomes resulting in patient stabilization or independence
• Exudes positive supportive energy, connects with people on a personal level and is comfortable and relaxed while practicing active listening
• Encourages client/member/patient participation and compliance in the clinical program efforts
• Documents accurately and comprehensively based on the standards of practice and current organization policies
• Interacts through multimedia environments (telephone, video, or other technologies) to achieve continuity of care
• Performs care management responsibilities as per customer requirements; recognizes urgent situations and escalates issues appropriately

Skills and Qualifications:

• Intermediate computer skills include: navigating the internet, video calling, data entry in Electronic Medical Record (EMR) or Remote patient monitoring software
• Working knowledge with medical devices such blood pressure monitor, pulse oximeter, and weight scale a plus
• Proficiency in Medical Terminology
• Must have exceptional time management, writing, verbal communication, and critical thinking skills
• Proficiency in Microsoft Office (Word, Excel, PowerPoint) and Google Workspace (previously Google G suite) required
• Organized, detail-oriented, analytical, and Client-focused 
• Problem solving, prioritization, warm professionalism, patience, focus, emphasizing excellence, positive attitude, self-starter, motivated
• Strong understanding of cultural competency

Education and Experience Requirements:

• Minimum 2 years experience as either a Medical Assistant or Medical Technician in the areas of Home Health, Skilled Nursing, Assisted Living, or Hospital in a fast-paced environment. 
• Medical Assistant or Medical Technician Certification preferred
• Work-from-home experience (2+ years) preferred
• Minimum 1 year experience in Customer Service
• Telehealth experience preferred 
• Bilingual applicants preferred (Spanish, Vietnamese and Mandarin/Cantonese)

Work environment

• This is a remote position 
• Ability to work independently and successfully with minimal direct oversight is required
• Work is performed primarily in a standard office setting with constant public contact (by telephone  or through video technology) with frequent interruptions  
• Ability to work well within a cross-functional team environment and diverse communities

Physical Requirements:

Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate to exchange information. 

Vision abilities required by this job include color vision, close vision, peripheral vision, depth perception and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Technical Requirements:

• High-speed internet with a minimum of 50 Mbps download and 5 Mbps upload required. 
• Requirements for Internet service are not based solely on a bandwidth specification but also on the quality of the connection. Internet service is to be tested at http://www.speedtest.net/ for speed and quality testing. Pingtest results should be less than 20ms to ensure no call quality issues with IP Phone service.

Supervisory Responsibilities:

• May select and assign instructors to conduct specific training and development.
• May provide performance evaluations for training instructors.

Duties/Responsibilities:

• Assesses training and development needs through surveys, interviews, focus groups, and communication with managers, instructors, and customer representatives.
• Creates, organizes, plans, and presents various forms of onboarding, orientation, and skills training for employees and customers.
• Develops unique training programs to fulfill workers’ specific needs to maintain or improve job skills.
• Creates and/or acquires training procedure manuals, guides, and course materials.
• Presents training and development programs using various forms and formats including group discussion, lecture, simulations, and videos.
• Maintains records of training and development activities, attendance, results of tests and assessments, and retraining requirements.
• Assesses training materials prepared by instructors.
• Evaluates program effectiveness through assessments, surveys, and feedback.
• Maintains knowledge of the latest trends in training and development.
• Prepares and implements training budget; maintains records and reports of expenses.
• Performs other related duties as required. 

Required Skills/Abilities: 

• Excellent verbal and written communication skills.
• Strong presentation skills.
• Adept with a variety of multimedia training platforms and methods.
• Ability to evaluate and research training options and alternatives.
• Ability to design and implement effective training and development.  
• Extremely proficient with Microsoft Office Suite and related program software. 

Education and Experience:

• Bachelor’s degree in Education, Training and Development, or a related field required.
• At least two years of training or teaching experience required. 
• Previous work with nationwide remote employees preferred.

Work environment

• This is a remote position 
• Ability to work independently and successfully with minimal direct oversight is required
• Work is performed primarily in a standard office setting with constant public contact (by telephone  or through video technology) with frequent interruptions  
• Ability to work well within a cross-functional team environment and diverse communities

Physical Requirements:

Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate to exchange information. 

Vision abilities required by this job include color vision, close vision, peripheral vision, depth perception and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Technical Requirements:

• High-speed internet with a minimum of 50 Mbps download and 5 Mbps upload required. 
• Requirements for Internet service are not based solely on a bandwidth specification but also on the quality of the connection. Internet service is to be tested at http://www.speedtest.net/ for speed and quality testing. Pingtest results should be less than 20ms to ensure no call quality issues with IP Phone service.
• Smart phone required.

Job Duties and Responsibilities: 

• Observes and reports patient Fall Safety alerts triggered by biometric data, surveys, trend analysis and patient call requests to assigned clinical contacts
• Collaborates and interacts with the member/patient, family, and healthcare team
• Utilizes predefined protocols to establish priorities and plan, organize, and perform interventions leading toward improved self-care/long term care outcomes resulting in patient stabilization or independence
• Exudes positive supportive energy, connects with people on a personal level and is comfortable and relaxed while practicing active listening
• Encourages client/member/patient participation and compliance in the clinical program efforts
• Documents accurately and comprehensively based on the standards of practice and current organization policies
• Interacts through multimedia environments (telephone, video, or other technologies) to achieve continuity of care
• Performs care management responsibilities as per customer requirements; recognizes urgent situations and escalates issues appropriately

Skills and Qualifications:

• Intermediate computer skills include: navigating the internet, video calling, data entry in Electronic Medical Record (EMR) or Remote patient monitoring software
• Working knowledge with medical devices such blood pressure monitor, pulse oximeter, and weight scale a plus
• Proficiency in Medical Terminology
• Must have exceptional time management, writing, verbal communication, and critical thinking skills
• Proficient with Google Workspace or related software.
• Organized, detail-oriented, analytical, and Client-focused 
• Problem solving, prioritization, warm professionalism, patience, focus, emphasizing excellence, positive attitude, self-starter, motivated
• Strong understanding of cultural competency

Education and Experience Requirements:

• Minimum 2 years experience as either a Healthcare professional  LPN, RN, RPH, PharmD, cPhT in the areas of Home Health, Skilled Nursing, Assisted Living, Long Term Care or Hospital in a fast-paced environment. 
• Active and current license required
• Work-from-home experience (2+ years) preferred
• Minimum 1 year experience in Customer Service
• Telehealth experience preferred 
• Bilingual applicants preferred (Spanish, Vietnamese and Mandarin/Cantonese)

Work environment

• This is a remote position 
• Ability to work independently and successfully with minimal direct oversight is required
• Work is performed primarily in a standard office setting with constant public contact (by telephone  or through video technology) with frequent interruptions  
• Ability to work well within a cross-functional team environment and diverse communities

Physical Requirements:

Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate to exchange information. 

Vision abilities required by this job include color vision, close vision, peripheral vision, depth perception and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Technical Requirements:

• High-speed internet with a minimum of 50 Mbps download and 5 Mbps upload required. 
• Requirements for Internet service are not based solely on a bandwidth specification but also on the quality of the connection. Internet service is to be tested at http://www.speedtest.net/ for speed and quality testing. Pingtest results should be less than 20ms to ensure no call quality issues with IP Phone service.

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as a comprehensive list of all responsibilities, duties and skills required for the position.

Implementation Specialist Definition

The salesperson focuses on selling computer software and systems, but after the sale, the salesperson moves on to the next prospect to make another sale. That’s when a new team becomes responsible for servicing the product.

The team often has an engagement manager, who looks after the ongoing client relationship, and at least one implementation specialist who performs the setup, configuration, customization and installation of the system the client purchases. The implementation team ensures each client has a positive experience and gets what they need out of the products they purchase. It’s a mix of technical skills and customer service to get the product ready for the client and ensure they know how to use it.

Systems Specifications

An implementation specialist meets with the client after a sale to collect data, documents and other information and create specifications that describe how the system will be implemented for the client. Following the meeting, the specialist creates a project plan and schedule that lists each task in the implementation project, the person with accountability for the task and the task’s due date. Specialists distribute the project plan to the entire team to get their feedback and confirm the project milestone dates.

Setup and Customization

Configuring and customizing a system to match the specifications is a significant part of the implementation specialist’s job. Specialists follow established procedures to format and import client data, modify the database and database dictionary, design custom screens, set up custom calculations and create custom reports. This step ensures the system meets the specific needs of the client based on the information previously collected.

Implementation specialists often use video conferencing to work interactively with clients as they have questions or need additional information. They may also keep in touch to get client feedback or approval at key milestones to make sure the project is on track and what the client expects. It’s important for specialists to document the customizations that they make and include the documentation as a special appendix to standard system documentation. This documentation becomes a reference for the client once their system is up and running.

Project Management

Another part of the implementation specialist job description is project management. An implementation specialist manages the project schedule and budget to help keep everything on track. Specialists keep everyone on the project team informed regarding key deliverables and milestones in the project. This ensures everyone knows when they need to complete their parts of the job to keep things on schedule.

If the client is late providing data or information, the implementation specialist may adjust the dates on the schedule accordingly. If the client asks for additional configuration beyond the initial scope of the implementation, the specialist creates a time and cost estimate for performing the extra work. Sometimes the changes involve meeting with the engagement manager and the client to negotiate the new project scope.

Client Training and Approval

Implementation specialists ensure that the client has the appropriate hardware and required software to use the system after it’s installed. They demonstrate the customized system to the client and get client sign-off prior to installing it or providing the client with access to it. After the client attends training, implementation specialists provide initial support to answer specific questions regarding the setup and configuration. They gradually transition the client to the help desk for ongoing routine support.

Supervisory Responsibilities:

• None.

Duties/Responsibilities:

• Own new customer implementations for clients end-to-end
• Build and maintain strong relationships with customers and become a trusted advisor throughout the implementation process
• Establish and drive implementation of best practices
• Identify process improvement areas and coordinate adoption
• Understand the client’s vision and define project scope and requirements
• Proactive communication and support of project
• Develop partnership with key internal stakeholders: Product, Sales, Operations, Training.
• Manage, implement, and support client system configuration
• Other activities as may be assigned by your manager
• Maintain a deep understanding of Connect Home LIving services and industry best practices
• Project manage customer implementations from point of sale to product delivery in a timely manner
• Identify and tackle blockers to get customers live as quickly as possible
• Communicate and align with internal and external stakeholders and escalate on risks and issues as needed
• Create and own project plans, design methods for repeatable, streamlined, and scalable processes
• Deliver speed and quality for all onboarding projects
• Act as a subject matter expert for RMIS product configuration
• Document finalized account structure for internal and external teams
• Consult with Operations Management regarding operational considerations and configuration of systems to support customer requirements. 
• Identify and manage project scope. Ensure that all parties are aware of required project tasks and milestones. Work with Operations Management to manage project risks and establish effective communication, plan for escalation, process, and provide solutions.
• Gather site requirements, review and recommend operational design as it pertains to installation preparedness to Operations Management.
• Configure and test system configuration in order to maximize efficiency and provide operational consistency.
• Collaborate with Training Manager or Training specialist to develop training materials and conduct training sessions.
• Coordinate with the client teams to develop processes, procedures, and documentation to enhance our implementation and training services.
• Develop detailed project documentation upon completion of project to ensure that the Customer Care team has all relevant information to handle support for client going forward.
• Other duties as assigned.
• This role may include up to 20%  travel
• Performs other related duties as assigned. 

Required Skills/Abilities: 

• Excellent verbal and written communication skills. 
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Ability to function well in a high-paced and at times stressful environment.
• Proficient with Google G-Suite or related software.

Education and Experience:

• Bachelor’s degree in management or related field and/or equivalent experience.
• At least two years related experience required. 
• Previous work with nationwide remote employees preferred.

Work environment

• This is a remote position 
• Ability to work independently and successfully with minimal direct oversight is required
• Work is performed primarily in a standard office setting with constant public contact (by telephone  or through video technology) with frequent interruptions  
• Ability to work well within a cross-functional team environment and diverse communities

Physical Requirements:

Primary functions require sufficient physical ability and mobility to work in an office setting; to stand or sit for prolonged periods of time; to occasionally stoop, bend, kneel, crouch, reach, and twist; to lift, carry, push, and/or pull light to moderate amounts of weight; to operate office equipment requiring repetitive hand movement and fine coordination including use of a computer keyboard; and to verbally communicate to exchange information. 

Vision abilities required by this job include color vision, close vision, peripheral vision, depth perception and the ability to adjust focus. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Technical Requirements:

• High-speed internet with a minimum of 50 Mbps download and 5 Mbps upload required. 
• Requirements for Internet service are not based solely on a bandwidth specification but also on the quality of the connection. Internet service is to be tested at http://www.speedtest.net/ for speed and quality testing. Pingtest results should be less than 20ms to ensure no call quality issues with IP Phone service.
• Smart phone required.

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as a comprehensive list of all responsibilities, duties and skills required for the position.

Job Duties and Responsibilities:     

• Act as the main point of contact for the company’s clients
• Establish, build, and maintain strong relationships with clients to build trust
• Identify revenue opportunities for the clients and the company
• Respond to clients inquiries received via email, Zoom/Google Meet and calls
• Multi-task between various inquiries and systems in a fast-paced environment
• Resolve problems by investigating the presented issues in our backoffice, consulting with other departments and/or researching under the specific client’s account
• Actively listen to each client in order to gain perfect understanding of their individualized needs and business
• Identify industry trends
• Properly manage client’s expectations and follow through on commitments
• Collaborate with various departments and team members in order to solve inquiries
• Collaborate with the Finance team to manage the accounts receivable component of the account- Provide invoices, follow up with payment history
• Delivery local Telehealth kits within a 20 mile radius of residence
• Exceed expectations

Qualifications and Skills:

Organized and Detail Oriented, Analytical, Client-focused Solutions, Strong Verbal and Written Communication, Excellent Interpersonal Skills, Managing Processes, General Consulting Skills, Multi-tasking Skills, Problem Solving, Prioritization, Warm Professionalism, Patience, Focus, Emphasizing Excellence, Positive Attitude, Self-Starter, Motivated, Word and Excel Knowledge

Physical Demands: 

May sit, stand, stoop, bend and walk intermittently during the day. May sit or stand seven (7) to ten (10) hours per day. May be necessary to work extended hours as needed. Finger dexterity to operate office equipment required. May need to lift up to twenty-five (25) pounds on occasion. Visual acuity to see and read fine prints. Specific vision abilities required by this role include close vision, color vision and the ability to adjust focus. Must be able to hear normal voice sounds.

Work Environment:

IT secure office environment that is fully compliant with HIPAA, ARRA/HITECH, Federal and State regulations. Work performed in an office setting. Limited exposure to external environmental conditions, such as heat, cold, rain, snow and ice.

Requirements:

• Account Management experience (4+yrs)
• Work-from-home experience (2+ yrs)
• Sales experience (2+ yrs)
• Customer service: 1 year (Preferred)

The above job description is meant to describe the general nature and level of work being performed; it is not intended to be construed as a comprehensive list of all responsibilities, duties and skills required for the position.