Intake Specialist I

FreedomCare is a healthcare company that has been dedicated to revolutionizing the home care industry since 2016. We support our patients by ensuring they have the power to choose a caregiver who will care for them in the comfort of their own homes. Our mission spans coast to coast, supporting patients across the U.S.

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 an Intake Specialist I for our Intake 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 Intake Specialist I will be working closely with clients, caregivers and departments across the business to ensure a seamless enrollment process for our patients. Your goal will be to provide an exceptional Customer Service experience, while ensuring that our clients are receiving the care they need. We value your can-do positive attitude and desire to turn a negative into a positive. You will receive excellent in-house training which will help you develop a thorough understanding of our program. We will nurture your talent and provide continued career development opportunities, from your induction and throughout your career with us. People on our team all possess a real passion for helping people, which is one of our company’s core values. You will ensure our customers receive the level of care and attention they deserve. You'll pride yourself on your ability to problem solve and take ownership for each customer request ensuring that we always do the right thing for our members.

Every Day You Will:

• Ensure a seamless, complete and effective enrollment process for all prospective clients into the Caregiver Support Program (CSP) program
• Be the initial point-of-contact for calls from prospective clients, caregivers or pending enrollees
• Provide exceptional customer service and positive experience for potential patients/caregivers
• Manage an open caseload until the enrollment process is complete
• Regular communication with a variety of health plans regarding patient benefits and authorizations 
• Navigate multiple systems and portals to determine eligibility and obtain authorization
• Regularly achieve monthly new enrollee goals 
• Maintain data input, scheduling, document uploading and initiate patient enrollment confirmation or rejection communications
• Be prepared and willing to step into the role of a Direct Care Worker (DCW) with clients or patients on an emergency basis, as needed

Ideal Candidate Will Possess:

• Proven exceptional customer service, case management
• Motivated to help patients/caregivers with the drive to exceed open case targets and metrics
• Experience in managing a high volume of inbound and outbound calls.
• A passion for providing a high level of customer service, including the ability to show empathy, active listening and patience
• Ability to articulate case statuses through detailed notes on Salesforce
• Ability to resolve issues over the telephone with eager clients comfortably
• Computer proficiency required; strong typing skills and ability to leverage technology and resolve customer issues
  
• Reliable transportation with the ability to travel to patient homes throughout surrounding areas, as needed

Nice-to-Haves:

• 2+ years of relevant experience in a similar position is preferred
• Salesforce experience is preferred
• 2+ years of customer service experience 
• Bilingual in Spanish, or other languages, desired

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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