Customer Care Representative - Billing (Hybrid)

Job Description

Job 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

Responsibilities

• Handle a high volume of inbound customer calls regarding invoices, payments, account balances, credits, refunds, and billing transactions.
• Deliver exceptional customer service while maintaining professionalism, empathy, and accuracy during every customer interaction.
• Review customer account information and process payments accurately and efficiently.
• Navigate multiple systems simultaneously while assisting customers over the phone.
• Accurately document customer interactions, account updates, and resolutions within company systems.
• Maintain and update customer information, including account details, contact information, and account preferences.
• Research billing concerns and work toward timely and accurate resolution in accordance with company policies and procedures.
• Utilize active listening, problem-solving, and communication skills to identify customer needs and provide effective solutions.
• Resolve customer concerns professionally while promoting customer satisfaction and retention.
• Escalate complex billing issues through appropriate channels when necessary.
• Meet established individual and team performance expectations related to quality, productivity, attendance, customer experience, and call handling metrics.
• Maintain confidentiality of customer information and comply with company policies and procedures.
• Work effectively in a team environment to support departmental and organizational goals.

Qualifications

• High school diploma or equivalent required.
• Six months or more of customer service, call center, billing support, or related experience preferred.
• Must be local to Bala Cynwyd, PA as this is a hybrid position on-site 2 days every week.
• Ability to work in a fast-paced, phone-based customer service environment with frequent customer interactions throughout the workday.
• Proficiency with computer applications and the ability to navigate multiple systems simultaneously while speaking with customers.
• Strong verbal and written communication skills.
• Commitment to delivering exceptional customer service through appropriate follow-through, urgency, and accountability.
• Strong time management, organizational, and prioritization skills.
• Ability to maintain a high degree of accuracy and attention to detail.
• Ability to learn new processes, systems, and procedures quickly.
• Strong problem-solving skills and ability to handle customer concerns professionally.
• Ability to work effectively both independently and as part of a team.

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.