Care Specialist 1

Started in 2016, FreedomCare is a Healthcare company that is innovating and revolutionizing the way home care is delivered.  We bring dignity and support to patients needing care in their homes and to the caregivers who care for them.  We’re the largest consumer-directed home care agency in NY State and are continually expanding our areas of focus including operations in other states and tech-based innovations. 

We pride ourselves on our values which drive the level of care that we deliver to our patients:

• Here For You (An attitude of service, empathy, and availability)
• Own It (Drive and ownership)
• Do the Right Thing (High integrity)
• Be Positive (Great attitude and a can-do positive approach to challenges)

Join our team and make a positive impact on the lives of others! We are looking for a Care Specialist to join our Care Team in Pennsylvania.

This is a hybrid role requiring travel to one of the following locations—Pittsburgh, PA; Philadelphia, PA; or Harrisburg, PA—two to three days per week.

Candidates applying must either currently hold Direct Care Worker (DCW) qualifications or be willing to obtain them. A valid driver's license and a reliable method of transportation are also required.

Department & Position Overview:

The Care Support Specialist I guides patients and caregivers through their home care journey. This role provides a high-level empathic customer service experience, while ensuring that our patients receive the care they need and feel heard and cared for. 

• 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 FreedomCare’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 Center 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 accurate 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 additional programs and benefits to enhance their lives.
• Maintain reliable work schedules with required 2 weeks' notice for planned in advance.
• Assist 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 professional 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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