Care Specialist I (Pittsburgh, PA / Full Time In-Office)

FreedomCare•Pittsburgh, PA

19h•Onsite

About The Position

FreedomCare is a healthcare company dedicated to revolutionizing the home care industry. We empower patients by allowing them to choose a caregiver for in-home care. Our mission extends across the U.S. We are seeking a Care Specialist I for our Pennsylvania team. This is a full-time, in-office position requiring travel to our Pittsburgh, PA office five days a week. In this role, you will work closely with clients, caregivers, and various departments to ensure a seamless customer service experience and that clients receive necessary care. We value a positive attitude and the ability to turn challenges into positive outcomes. You will receive comprehensive in-house training, with opportunities for continued career development.

Requirements

Must be willing and able to travel to our Pittsburgh, PA office 5 times a week.
This is a full-time in-office position.
Previous experience in a Customer Service environment.
At least 1 year of experience in a high-volume inbound call center or contact center environment.
Experience with CRMs or Workforce Technology – Salesforce, Medflyt, and Verint.
A 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-escalating frustrated callers successfully.
Attention to detail in reviewing records.
Ability to meet and/or exceed targets/metrics.
Computer proficiency required; strong typing skills and ability to leverage technology and resolve customer issues efficiently while note-taking/multitasking.

Nice To Haves

Two years of relevant experience in a healthcare call center or contact center environment.
Healthcare/startup experience.
Bilingual in Spanish, or other languages, desired.

Responsibilities

Manage high-volume inbound/outbound Service Center Calls related to Human Resources 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, as measured by call reviews and after-call surveys.
Input accurate data entry of sensitive information.
Conduct status reviews and record reviews to ensure caregiver service delivery and compliance.
Screen patients and caregivers for additional programs and benefits.
Maintain reliable work schedules.
Display empathy, actively listen, and communicate clearly with callers to address needs and foster positive relationships.
Address all questions or complaints, providing accurate and efficient resolution times, and consistently meet internal service level agreements and goals.
Follow up and engage with patients and caregivers via phone, SMS, and email in a professional manner.
Serve as a key point-of-contact for enrolled caregivers regarding pay discrepancies, timesheet errors, direct deposit changes, schedule changes, and more.
De-escalate situations with dissatisfied customers, offering assistance and support.
Escalate unresolved patient and caregiver issues to appropriate teams for quick turnaround and resolution.
Adhere to revolving monthly client service and compliance standards.
Effectively input and update case file and account data within CRMs.
Manage call dashboards and reporting to assist in managing assignments.