Care Specialist I (Indianapolis, IN / Hybrid)

FreedomCare•Indianapolis, IN

6d•Hybrid

About The Position

FreedomCare is a healthcare company founded in 2016 that is revolutionizing home care delivery. We provide dignity and support to patients in their homes and to their caregivers. As the largest consumer-directed home care agency in NY State, we are expanding our operations to other states and developing tech-based innovations. Our values of service, empathy, ownership, integrity, and a positive attitude drive the quality of care we deliver. We are seeking a Care Support Specialist for our Indiana team. This is a hybrid role requiring 3 days a week in our Indianapolis, IN office. As a Care Specialist I, you will work closely with caregivers, providing support and education on the Freedom Care app, and acting as a subject matter expert on the continuous care process. You will collaborate with patients, caregivers, and inter-departmental teams to ensure efficient turnaround times and provide a seamless customer service experience, ensuring clients receive the care they need. We value a positive, can-do attitude and the ability to turn challenges into positives. You will receive excellent in-house training for a thorough understanding of our program, with opportunities for continued career development. Our Care Team members have a passion for helping people, a core company value. You will ensure our customers receive the care and attention they deserve, taking ownership of customer requests and problem-solving to always do the right thing for our members.

Requirements

Experience in high-volume inbound and outbound call environment
Motivated to help patients/caregivers with any issues they may encounter with their service
Must have poise and patience when dealing with clients, caregivers, and Case Managers
Above average knowledge of technology applications (web, telephony, mobile)
Excellent written and verbal skills; ability to comfortably resolve issues over the telephone
Computer proficiency required; strong typing skills and ability to leverage technology to identify, research and solve customer issues
Keen attention to detail, metrics driven, excellent time management skills
High empathy and collaborative team player
Flexibility and openness as the role and responsibilities may change and/or evolve as we grow!
This role is a hybrid position and candidate must be able to work from our Indianapolis, IN office 3 times a week.

Nice To Haves

2+ years of relevant experience in a similar position is preferred
Able to effectively navigate multiple systems; has a high level of technology aptitude
Healthcare/startup experience
Bilingual in Spanish, or other languages desired

Responsibilities

Ensure a seamless, complete, and effective Welcome and Onboarding process for all Caregivers for cases approved to start on care for the SFC program
Create and modify schedules in Freedom Cares’ scheduling application
Serve as initial point-of-contact for calls from Caregivers related to App issues
Field questions and concerns regarding the processing of Daily Notes
Escalate issues identified in the review of Daily Notes
Facilitate all Rapid Card processing
Respond to Caregiver payment issues or changes related to payment information
Process all requests for DME (durable medical equipment) as required by contract
Coordinate with field-based Health Coaches to manage the scheduling of required In-home Visits and Caregiver training to meet contractual guidelines
Provide exceptional customer service and a positive experience for patients and caregivers
Regular communication with a variety of Case Management agencies regarding updating of patient authorizations and/or authorization related issues
Perform quarterly status reviews for an assigned group of Participants
Navigate multiple systems and portals to resolve App or case-related issues
Maintain data input, scheduling, document uploading and initiate patient enrollment confirmation or rejection communications
Other duties as assigned