Care Specialist (Philadelphia, PA / Hybrid)

FreedomCare•Philadelphia, PA

15h•Hybrid

About The Position

FreedomCare is seeking a Care Specialist to provide customer service to clients, caregivers, and health plans while helping ensure clients receive the care they need. The role works across departments and involves handling human-resources inquiries and processing patient and health-plan care requests. The company provides in-house training and ongoing career development opportunities. This is a full-time hybrid position requiring work at the Pittsburgh, Pennsylvania office three days per week. The posting also describes the role as a full-time in-office position. The listed base pay range is $19.15–$23.00 per hour at the commencement of the first year of employment. Compensation decisions may depend on factors including skills, relevant experience, education, location, and licensure or certifications.

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.
Passion for providing high-quality customer service, with empathy, active listening, and patience.
Ability to organize, set priorities, and manage time effectively.
Strong verbal and written communication skills, including active listening and adaptability to different personality types.
Ability to resolve issues by telephone and successfully defuse and de-escalate frustrated callers.
Attention to detail when reviewing records.
Ability to meet or exceed targets and metrics.
Computer proficiency, strong typing skills, and ability to use technology efficiently while taking notes and multitasking.
Willingness and ability to work from the Pittsburgh, Pennsylvania office three times a week.

Nice To Haves

Two years of relevant experience in a healthcare call-center or contact-center environment.
Healthcare or startup experience.
Bilingual in Spanish or another language.

Responsibilities

Manage high-volume inbound and outbound service-center calls involving human-resources inquiries such as 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 evaluated through call reviews and after-call surveys.
Enter sensitive information accurately.
Conduct status reviews by phone and record reviews to help ensure 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 timely resolutions, and meet internal service-level agreements and goals.
Follow up with and engage patients and caregivers professionally by phone, SMS, and email.
Serve as a point of contact for enrolled caregivers regarding matters such as pay discrepancies, timesheet errors, direct-deposit changes, and schedule changes.
De-escalate situations involving dissatisfied customers and escalate unresolved patient or caregiver issues to appropriate teams.
Adhere to monthly client-service and compliance standards.
Input and update case-file and account information in CRMs.
Manage call dashboards and reporting to help manage assignments.