Field Care Specialist I (Pittsburgh, PA / Field-based)

FreedomCare•Pittsburgh, PA

4d•Onsite

About The Position

FreedomCare is a healthcare company dedicated to revolutionizing the home care industry since 2016. We support patients by ensuring they have the power to choose a caregiver for their home care needs. Our mission spans coast to coast, supporting patients across the U.S. We pride ourselves on our values: Here For You, Own It, Do the Right Thing, and Be Positive. We are looking for a Field Care Specialist for our team in Pennsylvania. This is a field-based role, requiring frequent travel within Pittsburgh, PA and neighboring areas to visit FreedomCare's patients. Candidates must currently hold Direct Care Worker (DCW) qualifications or be willing to obtain them. A valid driver's license and reliable transportation are required. The Field Care Specialist works closely with patients, caregivers, and other stakeholders to provide a seamless customer service experience and ensure patients receive the care they need. The role values a can-do positive attitude and the ability to turn negatives into positives. Excellent in-house training, talent nurturing, and continued career development opportunities are provided.

Requirements

A Bachelor's degree or equivalent work experience
Reliable transportation with the ability to travel to patient homes throughout surrounding areas, as needed
+2 years of experience working with the frail or elderly disabled adults and caregivers
1-2 years of call center, telephonic outreach, customer service or other similar experience (required)
1-3 years of medical field experience and/or case management; experience updating and maintaining case notes
The ability to assess patient health risk and any risk within the home
The ability to exercise judgement independently and voice noticeable issues or trends
Strong verbal and written communication skills; ability to establish strong rapport to effectively communicate, guide, educate, and support members and caregivers
Strong problem-solving skills; able to identify issues and escalate when appropriate
Excellent time management, critical thinking and active listening skills; able to multitask
Possesses a high level of empathy and emotional intelligence
Strong proficiency in computer software navigation and mobile applications
Always maintain patient confidentiality; understands and adheres to HIPAA guidelines
Currently hold Direct Care Worker (DCW) qualifications or be willing to obtain them
A valid driver's license

Nice To Haves

2+ years of relevant experience in a similar position is preferred
Salesforce experience is preferred
2+ years of customer service experience
Bilingual in Spanish, or other languages, desired

Responsibilities

Schedule and perform initial home assessments (virtual and in-person) to screen for Home Health functional scale eligibility (ADL/IADL); develop caregiver emergency backup plan
Serve as an internal expert on the waiver member and caregiver onboarding experience, assisting orientation and remote onboarding from start to finish to ensure consent and acceptance
Perform In-Home Assessments quarterly for all assigned cases on care
Ensure compliant annual training for each caregiver that reflects the waiver members assessed needs through in person or web-based training or in another manner that is meaningful to the Caregiver
Ensure annual TB Risk Assessments are completed by each caregiver via DocuSign process
Ensure compliance with provisional background checks
Conduct internal audits of current on-care records to ensure compliance with state regulations
Serve as an on-call backup for emergent patient situations where caregiver is not available
Participate in meetings, provider fairs, and other stakeholder functions within the assigned area of coverage
Escalate Participant and Caregiver related issues to leadership, such as noticeable decline in the Participants health (as identified during quarterly visits), any indications of abuse or neglect, etc.
Perform additional home visits if the need is identified during the Care Team’s review of Daily Notes or through other contact with the Participant or Caregiver
Track all activities through entries into CRM (Salesforce)
Function within the timeframes of a fast-paced home healthcare environment
Performs other duties as required or assigned