Customer Service/Intake Specialist

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.

 Our employees are driven by our mission to protect and save the lives of senior citizens through trustworthy products and reliable services that are affordable and easy to use. We are inspired to save lives! 

At Lifeline, you have the opportunity to make a meaningful impact by supporting your community. The Customer Service / Intake Specialist is responsible for managing incoming inquiries, delivering exceptional customer service, and ensuring the accurate setup and maintenance of client accounts.

This is a fast-paced, high-volume role that requires strong multitasking abilities, critical thinking skills, and a professional demeanor at all times. The specialist will play a key role in processing new service requests, updating account information, and resolving customer concerns efficiently.

This position is 100% remote.

Responsibilities

• Handle inbound and outbound calls, emails and faxes in a professional and timely manner
• Deliver excellent customer service and support across all interactions
• Process intake for all referrals, including State-Funded/Medicaid
• Set up new client accounts and update existing account and billing information
• Follow up on pending items to ensure timely resolution
• Perform accurate data entry across multiple systems and portals
• Assist team members as needed to support overall operations
• Scan and maintain documentation in accordance with company procedures
• Communicate any delays or issues impacting deadlines to leadership
• Maintain strict confidentiality of all client and business information
• Troubleshoot and resolve account-related issues using strong problem-solving skills
• Perform additional duties as assigned by leadership

Qualifications

• High School Diploma or GED required
• 1–3 years of experience in a call center or customer service role preferred
• Proficiency in Microsoft Office (Word, Excel, Outlook)
• Strong verbal and written communication skills
• Strong typing skills with a high level of accuracy and general computer skills
• Ability to troubleshoot minor computer and technical issues independently
• Ability to multitask, prioritize, and work effectively in a fast-paced environment
• Strong attention to detail and problem-solving abilities

Technical & Remote Work Requirements

• Reliable high-speed internet connection suitable for remote work
• Dedicated, quiet home workspace free from distractions
• Ability to use multiple systems and applications simultaneously
• Comfort working with email management systems and internal ticketing or request platforms
• Ability to troubleshoot basic technical issues independently or with IT support

Additional Information

Connect America is a drug-free workplace and an Equal Opportunity Employer. We participate in the E-Verify program to ensure a lawful workforce.