Care Specialist (Philadelphia, PA / Hybrid)

FreedomCare•Philadelphia, PA

1d•$19 - $23•Hybrid

About The Position

FreedomCare is seeking a Care Specialist to work with clients, caregivers, health plans, and internal departments. The role provides customer service and helps ensure clients receive the care they need. The position includes in-house training and ongoing career development opportunities. This is a full-time hybrid position requiring three days per week in the Pittsburgh, Pennsylvania office. The posting also refers to Philadelphia, Pennsylvania in the job title, while the role details specify Pittsburgh.

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.
Willingness and ability to travel to the Pittsburgh, Pennsylvania office three times per week.
Experience with CRMs or workforce technology.
Ability to provide high-level customer service through 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 and/or exceed targets and metrics.
Computer proficiency, strong typing skills, and ability to use technology efficiently while taking notes and multitasking.

Nice To Haves

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

Responsibilities

Manage high-volume inbound and outbound service center calls about human resources matters, including time off, payroll, timekeeping, and employee health, and process patient and health plan care requests.
Follow up with patients, caregivers, and health plans regarding time-sensitive inquiries and escalations.
Maintain exceptional customer service, as measured by call reviews and after-call surveys.
Accurately enter sensitive information.
Conduct over-the-phone 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.
Listen actively, communicate clearly, and show empathy to address callers’ needs and build positive relationships.
Respond accurately and efficiently to questions and complaints, meet internal service-level agreements, and achieve goals in a timely manner.
Engage with patients and caregivers professionally by phone, SMS, and email.
Serve as a point of contact for enrolled caregivers on matters such as pay discrepancies, timesheet errors, direct deposit changes, and schedule changes.
De-escalate dissatisfied customers’ concerns and escalate unresolved patient and caregiver issues to the appropriate teams.
Adhere to monthly client service and compliance standards.
Input and update case files and account data in CRMs.
Manage call dashboards and reporting to help manage assignments.