Care Specialist (Pittsburgh, PA / Hybrid)

FreedomCare•Harrisburg, PA

1d•Hybrid

About The Position

FreedomCare is seeking a Care Specialist I to provide a seamless customer service experience for clients and caregivers and help ensure clients receive the care they need. The role works closely with clients, caregivers, health plans, and internal departments. The company provides in-house training and ongoing career development opportunities. This is a full-time hybrid position requiring three days per week in the Pennsylvania office; the posting refers to both Pittsburgh and Harrisburg offices.

Requirements

Previous experience in a customer service environment.
At least one year of experience in a high-volume inbound call center or contact center environment.
Experience with CRMs or workforce technology.
Strong customer-service skills, including empathy, active listening, and patience.
Ability to organize, set priorities, and manage time effectively.
Strong verbal and written communication skills, with the ability to adapt to different personality types.
Ability to resolve issues by telephone and successfully defuse and de-escalate frustrated callers.
Attention to detail when reviewing records.
Computer proficiency, strong typing skills, and the ability to use technology while taking notes and multitasking.
Willingness and ability to travel to the Pennsylvania office three times per week.

Nice To Haves

Two years of relevant experience in a healthcare call center or contact center environment.
Healthcare or startup experience.
Spanish or other language skills.

Responsibilities

Manage high-volume inbound and outbound service-center calls concerning human resources inquiries, including time off, payroll, timekeeping, and employee health, and process patient and health-plan care requests.
Follow up with patients, caregivers, and health plans on time-sensitive inquiries and escalations.
Provide exceptional customer service, as assessed through call reviews and after-call surveys.
Enter sensitive information accurately.
Conduct phone status reviews and record reviews to support caregiver service delivery and compliance.
Screen patients and caregivers for additional programs and benefits.
Maintain reliable work schedules.
Listen actively, communicate clearly, and respond empathetically to callers.
Address questions and complaints, provide accurate and efficient resolutions, and meet internal service-level agreements and goals.
Engage with patients and caregivers professionally by phone, SMS, and email.
Serve as a key contact for enrolled caregivers on issues such as pay discrepancies, timesheet errors, direct deposit changes, and schedule changes.
De-escalate dissatisfied customers and escalate unresolved patient or caregiver issues to appropriate teams.
Meet monthly client service and compliance standards.
Update case files and account data in CRMs.
Manage call dashboards and reporting to help manage assignments.