4 days remote 1 day in office) Weekends Off!

FreedomCare•St. Charles, MO

15h•Hybrid

About The Position

FreedomCare is a Healthcare company founded in 2016, focused on innovating and revolutionizing home care delivery. They aim to bring dignity and support to patients needing in-home care and to their caregivers. As the largest consumer-directed home care agency in NY State, they are expanding into other states and developing tech-based innovations. The company values service, empathy, availability, ownership, integrity, and a positive approach. This role is for a Care Specialist I on the Care team in Missouri, a hybrid position based out of St. Charles, MO, with 1 day in office and 4 remote days. The Care Support Specialist I guides patients and caregivers through their home care journey, providing high-level empathic customer service to ensure patients receive necessary care and feel heard.

Requirements

Previous experience in a Customer Service environment.
High-volume inbound call center or contact center environment (at least 2 years).
Experience with CRMs or Workforce Technology.
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-escalation frustrated callers successfully.
Attention to detail in reviewing records.
Ability to meet and/or exceed targets or metrics.
Computer proficiency required; strong typing skills and ability to leverage technology and resolve customer issues efficiently while notetaking/multitasking.

Nice To Haves

3+ years of relevant experience in a healthcare call center or contact center environment.
Healthcare/startup experience.
Bilingual in Spanish, Creole, or other languages.
Some additional experience in HR service center.

Responsibilities

Ensure a high-quality customer experience for patients, caregivers, and health plans, while maintaining desired service throughout the daily call volume in a contact center environment through First Call Resolution, demonstrating FreedomCare’s values of ensuring care and compassion with a positive, helpful demeanor.
Accurately follow process and procedures according to department guidelines to ensure consistent strong quality levels and customer experience.
Consistently meet monthly performance metrics of call availability, efficiency, quality, and wellness reviews.
Manage high-volume inbound Service Center Calls dealing with related inquiries such as time-off, payroll, timekeeping 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 wellness review 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 with required 2 weeks' notice for planned in advance.
Assist patients and their family members in planning necessary home-care shifts.
Display empathy, actively listen, 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.