Care Specialist I

• Ensure a
  high-quality
  customer experience
  for patients, caregivers, and health
  plans
  ,
  while
  maintaining
  our desired service throughout the daily call volume in a contact center environment
  through First Call Resolution, demonstrating
  F
  reedomCare’s
  values of ensuring care and compassion with a positive, helpful demeanor.

• Accurately follow process and procedures according to department guidelines to ensure we are consistently delivering strong quality levels and customer experience.

• Consistently meets monthly performance metrics of call availability, efficiency, quality, and wellness reviews.

• Resolve and update pending issues for patients and caregiver employees HR related issues.

Every Day You Will:

• Manage a high-volume inbound Service C
  enter Calls dealing with Human Resources related inquiries (time-off, payroll, timekeeping, employee health
  )
  and process
  patient
  and health plan care requests.

• Follow up with patients, caregivers, and health plans for time
  sensitive
  inquiries and escalations.

• Maintain exceptional customer service for all callers, as
  indicated
  by call reviews and after call surveys.

• Input
  a
  ccurate
  data
  entry of
  sensitive
  information.

• Conduct wellness review over the phone and record reviews to ensure service delivery of caregivers and
  compliance.

• Screen patients and caregivers for
  ad
  ditional
  programs and
  benefits
  to enhance their lives.

• Maintain r
  eliable work schedules with
  required
  2
  weeks' notice
  for planned
  in advance.

• Ass
  ist
  patients and their family members in planning necessary home-care shifts.

• Display empathy, actively listen, and clearly communicate with callers to ensure their needs are addressed and to foster a positive experience and
  relationship.

• Address all questions or complaints and provide
  an accurate
  and efficient response time of resolution; consistently meet internal service level agreements and goals
  in a timely
  manner.

• Follow up and engage with patients and caregivers via phone
  calls
  ,
  SMS
  ,
  and
  emails
  , in a pr
  ofessional manner.

• Serve as a key point-of-contact for enrolled caregivers such as for pay discrepancies, timesheet errors, direct deposit change, schedule change of caregivers, and more.

• De-escalate situations involving dissatisfied customers, offering patient
  assistance
  and support; escalate unresolved patient and caregiver issues to the
  appropriate teams
  to ensure a quick turnaround time and
  resolution.

• Adhere to a revolving monthly client service and compliance
  standard.

• Effectively input and update the case file and account data within
  CRMs.

• Manage call dashboards and reporting to
  assist
  in managing
  assignments.

Ideal Candidate Will Possess:

• Previous
  experience in a Customer Service environment.

• High-volume inbound call center or contact center
  environment (at least 2 years).

• Experience with CRMs or Workforce Technology – Salesforce,
  Medflyt
  , and Verint (preferable).

• Passion for providing
  a high level
  of customer service, including the ability to show empathy, active
  listening
  and
  patience.

• Ability to organize, set priorities and manage time
  effectively.

• Strong verbal
  and written
  communication
  skills,
  demonstrating
  active listening and adaptability to different personality
  types.

• Ability to resolve issues over the telephone with eager customers comfortably, defusing and de-escalation frustrated callers
  successfully.

• Attention to detail in reviewing records.

• Ability to meet and/or exceed targets or
  metrics.
   

• Computer
  proficiency
  required; strong typing skills and ability to
  leverage
  technology and resolve customer issues efficiently while notetaking/multitasking.

• This is a hybrid role and employee's must be able to come into our Pittsburgh, Philadelphia or Harrisburg FreedomCare office 3 times a week.

• Must have reliable transportation to commute into the office on a weekly basis.

Nice-to-Haves:

• Three years of relevant experience in a healthcare call center or contact center environment.
• Healthcare/startup experience (preferable).
• Bilingual in Spanish, Creole, or other languages desired.
• Some additional experience
  in HR service center is preferred.

Why work at FreedomCare?

We are here for you and committed to providing a best-in-class employee experience. We offer competitive compensation, medical benefits, retirement plans, wellness programs, fun company events and ongoing learning opportunities to grow your career.

This is a place where your voice matters, where we build great relationships, and your work has meaning and a tangible positive impact on others!

At FreedomCare, we celebrate diversity and are committed to creating an inclusive environment for all employees. We are an Equal Opportunity Employer and do not discriminate based upon race, religion, color, national origin, ancestry, age, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, status as a protected veteran, status as an individual with a disability, citizenship or immigration status, or other applicable legally protected characteristics.

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