Concierge Call Center
Stay Connected to Service 24/7/365
Drive Real Value and
Deeper Connections
To enable aging in place and independent living, it’s important for seniors and vulnerable populations to be connected to appropriate care and essential services that are efficient, affordable and enhance their desired lifestyle.
Our connected devices, including personal emergency response systems, provide direct 24/7/365 access to trained specialists in our concierge call center who can coordinate services ranging from emergency transport to meal delivery to companion services.
Fast Connection
Trained specialists are based in our U.S. and Canadian call centers, which solely serve our subscribers. With an average answer time of 20 seconds, you can feel confident about connecting with a live person quickly.
Privacy Protection
All trained specialists are trained on HIPAA compliance to ensure that your personal and health information is protected and secure. Our call center protocols enforce HIPPA compliance.
Emergency Backups
Call centers and trained specialists are equipped to stay operational and available during power outages or unforeseen disasters. If one location endures an outage, another location is prepared.
Multi-lingual Support
Calls are automatically routed to someone whose skills match your needs. Many trained specialists speak Spanish, and they can quickly access over 140 foreign languages via our interpreter service.
Listen to Real Connections
Hear actual calls including firsthand interactions, heartfelt conversations, and the invaluable support provided by our concierge call center team.
Trained Specialists Providing Compassionate Support
Our 200–person team of trained specialists responds calmly and thoughtfully to an average of 18,000 incoming calls per day. Our combination of training and experience means our trained specialists are ready and able to help you or your loved one get the right help fast.
We carefully recruit and thoroughly train our call center teams. Every trained specialist receives 80 hours of intensive instruction in gerontology and stress management, plus hands-on experience to make sure they deliver superior support and service in any situation. The average length of service for a trained specialist is seven years, and some associates have been a part of the Lifeline family for more than 25 years.
Trained Specialists Providing Compassionate Support
Our 200–person team of trained specialists responds calmly and thoughtfully to an average of 18,000 incoming calls per day. Our combination of training and experience means our trained specialists are ready and able to help you or your loved one get the right help fast.
We carefully recruit and thoroughly train our call center teams. Every trained specialist receives 80 hours of intensive instruction in gerontology and stress management, plus hands-on experience to make sure they deliver superior support and service in any situation. The average length of service for a trained specialist is seven years, and some associates have been a part of the Lifeline family for more than 25 years.
Support Health Equity with Access to Essential Services
Barriers to proper nutrition and transportation affect all factors of an individual’s health and can be a strong predictor of chronic disease. At Connect America, we deliver access to essential services through the simple push of a button on a connective care device, including:
- Nutritious food delivery: With the simple push of a button, seniors can connect to our food service partners to receive healthy meals and groceries delivered directly to their homes.
- Transportation: Whether going to the doctor or picking up a prescription at the pharmacy, seniors can easily connect to a safe ride with our reputable partners in transportation, such as Uber Health.
- 24/7 nurse line: Deliver quick and easy access to a nurse line for 24/7 medical support and peace of mind.
Maintain Connections with Personalized Response and Proactive Outreach
We maintain a personal profile for all subscribers, ensuring our trained specialists offer personalized service as soon as we receive your call. Our trained specialists assess the situation, identify the caller’s location, and contact appropriate support – friends, family, first responders or social support services.
To maintain social connections and combat loneliness, we offer proactive engagement services, including:
- Companion Services: Connect to companion services that can assist with everyday tasks through our growing lists of social service partners.
- Social Support: Our senior-friendly mobile app keeps loved ones engaged and better connected to their care circles.
- Health Engagement and Education: Increase engagement and health education among aging adults through our interactive AI-virtual health assistant.
Maintain Connections with Personalized Response and Proactive Outreach
We maintain a personal profile for all subscribers, ensuring our trained specialists offer personalized service as soon as we receive your call. Our trained specialists assess the situation, identify the caller’s location, and contact appropriate support – friends, family, first responders or social support services.
To maintain social connections and combat loneliness, we offer proactive engagement services, including:
- Companion Services: Connect to companion services that can assist with everyday tasks through our growing lists of social service partners.
- Social Support: Our senior-friendly mobile app keeps loved ones engaged and better connected to their care circles.
- Health Engagement and Education: Increase engagement and health education among aging adults through our interactive AI-virtual health assistant.
Access Population Health and SDOH Data
The home is often considered the “black box” of healthcare because it offers limited visibility for payers, providers, and caregivers into an individual’s health status. Using integrating call center utilization data, CareSage analytics offers important insights on population health social determinants of health (SDOH).
Healthcare organizations stay informed with powerful insights from inside the home that help drive earlier interventions to avoid falls and prevent unnecessary hospitalizations. Providers can better understand the needs of high-risk individuals through insights on activity and mobility levels that enable more informed interventions, which is key for prevention and cost containment.
Service and Support at the Press of a Button
Now more than ever, it’s important for seniors and vulnerable populations to be connected to care that is not only efficient but affordable and enhances their preferred lifestyle, whether at home or on the go. For individuals and their caregivers, we offer push-button products ready to use out of the box without complex setup or configuration.
The simple push of a button instantly connects users with a trained specialist who assesses the situation and connects them with the appropriate service, including sending assistance, if necessary. This timely response can make all the difference in an emergency.
Service and Support at the Press of a Button
Now more than ever, it’s important for seniors and vulnerable populations to be connected to care that is not only efficient but affordable and enhances their preferred lifestyle, whether at home or on the go. For individuals and their caregivers, we offer push-button products ready to use out of the box without complex setup or configuration.
The simple push of a button instantly connects users with a trained specialist who assesses the situation and connects them with the appropriate service, including sending assistance, if necessary. This timely response can make all the difference in an emergency.
Learn More About Connect America’s Connective Care Solutions
Connected Devices
Our personal emergency response systems (PERS) and wearables are lightweight, comfortable and easy to use with an instant connection at the press of a button.
CareSage
The CareSage analytics and reporting platform serves as the analytics engine for the Connect America Home™ platform, turning complex data into actionable information and insights.
Activity Monitoring
Gain a better understanding of your members’ needs with rich insights on activity, mobility, engagement, and wandering events for more informed interventions and decision-making.