Customer Care Representative - Billing

Location US-PA-Bala Cynwyd
Job ID 2020-1854


At Connect America, we help save lives. Our medical alert systems offer consumers one-button access to emergency assistance, and we deliver remote patient monitoring and medication management solutions that allow patients to better manage their health from home.


Connect America is the largest independent provider of medical alert systems in North America, offering a range of at-home or on-the-go solutions. Additionally, we provide connected health solutions, including medical alert systems, remote patient monitoring and medication management, to hospitals, home healthcare agencies, insurance payers and healthcare professionals nationwide. 


We have an award- winning customer service team, including a Best Service Award from Today’s Caregiver from 2019. Our healthcare division has awards for Top Ten Home Healthcare Solutions Provider for two years in a row as well as Connect America has been named to Philly Happening’s Best Place to Work list for the past two years. We listen to our customers to determine the safest solution for their needs. We treat all customers and team members ethically and respectfully, creating relationships built on trust.  We work as positive team members, developing customer solutions in a collaborative manner. We know that customers and team members are counting on us to contribute, we deliver what’s expected from us!


Connect America is headquartered close to the city of Philadelphia, in Bala Cynwyd, PA. Learn more at


As a Billing Representative at Connect America, you will directly assist subscribers, providing safety assistance and solutions for aging Americans and their loved ones.  You will provide outstanding Care handling their needs and concerns with professionalism, compassion and understanding.  Our Billing Representatives hear the satisfaction of our subscribers when helping them get the benefit from their products and services.


This has the opportunity to be 100% remote!


  • Patiently answer subscriber questions regarding use of their Personal Emergency Response Systems and Mobile Alert Devices
  • Effectively manage large amounts of incoming calls (up to 100 per day)
  • Review subscribers’ information and process payments
  • Troubleshoot connection issues
  • Accept and process equipment orders for subscribers
  • Enter subscriber data accurately including information related to address, instructions and call list account changes using a Case Management system to update subscriber interaction and review case notes
  • Utilize effective probing and listening skills to generate solutions for the subscriber
  • Resolve subscriber problems promptly and accurately promoting retention of subscribers
  • Take personal ownership for meeting individual and team metrics
  • Work effectively with others in a team environment to accomplish organizational goals and to identify and resolve problems


  • High school diploma required. Associate degree plus two years’ experience working in a subscriber contact center preferred.
  • Proficient use of PC software applications, including Microsoft Office suite of products.
  • Excellent verbal and written communication skills.
  • Commitment to quality service through appropriate follow through, urgency and persistence.
  • Ability to work on multiple projects simultaneously and adapt to changing priorities
  • Good time management and planning skills
  • Able to meet multiple project deadlines while maintaining accuracy and demonstrate good attention to detail
  • Desire to learn, grow and have fun while delivering high quality work
  • Must be a detail-oriented quick learner

Great Compensation Package

  • Advancement and career opportunities
  • Paid Time Off
  • 401K with company match (after 6 months of service)

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.


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