Care Specialist I, Las Vegas, NV / Hybrid

FreedomCare•Las Vegas, NV

11d•Hybrid

About The Position

FreedomCare is a healthcare company dedicated to revolutionizing the home care industry since 2016, supporting patients across the U.S. by ensuring they have the power to choose a caregiver for their home care needs. The company values are Here For You, Own It, Do the Right Thing, and Be Positive. This role is for a Care Support Specialist I to join the Las Vegas, Nevada team. It is a hybrid role requiring 3 days in the office and 2 days remote. The Department & Position Overview focuses on providing a seamless Customer Service experience by working closely with clients, caregivers, and various departments. The goal is to ensure clients receive the necessary care. The company values a can-do positive attitude and the ability to turn negatives into positives. Excellent in-house training will be provided for a thorough understanding of the program, with opportunities for continued career development.

Requirements

Must be able to commute into Las Vegas, NV office 3 times a week (Mondays, Tuesdays and a third day) as this is a hybrid role
Previous experience in a Customer Service environment
At least 1 year of experience in 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 notetaking/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
Experience in HR Service center is preferred

Responsibilities

Manage a high-volume inbound/outbound 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 status reviews, 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
Display empathy, actively listening, 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