Intake Specialist I (Hybrid / Denver, CO)

FreedomCare•Denver, CO

3h•Hybrid

About The Position

FreedomCare is a healthcare company dedicated to revolutionizing the home care industry since 2016, supporting patients across the U.S. by ensuring they have the power to choose a caregiver for their home care needs. The company prides itself on its values: Here For You, Own It, Do the Right Thing, and Be Positive. This role is for an Intake Specialist I in Colorado, a hybrid position with 2 remote days and 3 days in the Denver office. The Intake Specialist is responsible for the enrollment of potential patients and caregivers into FreedomCare of Colorado’s Home Care programs, acting as a liaison for consumers, providers, and Case Management Agencies. This role combines intake and onboarding for both patients and caregivers, providing a single point of contact for consumers transitioning from "Qualified" to "On Care." This is a full-time role based in the Denver office, near the Denver Tech Center.

Requirements

Experience in managing a high volume of inbound and outbound calls.
A passion for providing a high level of customer service, including the ability to show empathy, active listening and patience.
Ability to articulate case statuses through detailed notes on salesforce.
Ability to resolve issues over the telephone with eager clients comfortably.
Computer proficiency required; strong typing skills and ability to leverage technology and resolve customer issues.

Nice To Haves

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

Responsibilities

Work closely with Patients and Caregivers to educate them and assist them on the application and enrollment process.
Provide necessary documentation and requirements with the Case Management Agency and the patient’s Caregivers to ensure services are authorized in a quick and efficient turn-around time to get them on Care.
Work with other medical providers to ensure all documentation for potential patients and caregivers are in compliance.
Provide a high-level of customer service through one-call resolution, as measured by “no need for additional follow up” demonstrating FreedomCare’s values of ensuring care and compassion with a positive, helpful demeanor.
Consistently meets monthly performance metrics consisting of starting patients on Care and call handling.
Act as the primary point of contact for prospective Patients and Caregivers: coaching them through the application and enrollment process of the program.
Demonstrate effective case management by maintaining a 1 business day email, chatter and voicemail response time.
Navigate multiple systems, such as Intake Self Service and insurance portals to determine eligibility and obtain authorization.
Maintain detailed patient, caregiver, and external stakeholders' case notes.
Focus on the growth of FreedomCare population by enrolling each case with interest.
Adhere to HIPAA guidelines.