Intake Specialist I (Remote / Tualatin OR)

FreedomCare•Tualatin, OR

1d•Hybrid

About The Position

FreedomCare is a healthcare company dedicated to revolutionizing the home care industry. We support patients by ensuring they have the power to choose a caregiver for their home. Our mission spans coast to coast, supporting patients across the U.S. We pride ourselves on our values: Here For You (An attitude of service, empathy, and availability), Own It (Drive and ownership), Do the Right Thing (High integrity), and Be Positive (Great attitude and a can-do positive approach to challenges). This is a remote role that may require visits to our office in Tualatin Oregon or Bend Oregon. People on our team possess a real passion for helping people. You will ensure our customers receive the level of care and attention they deserve. You'll pride yourself on your ability to problem solve and take ownership for each customer request ensuring that we always do the right thing for our members. Working closely with clients, caregivers and departments across the business, your goal will be to provide a seamless Customer Service experience, while ensuring that our clients are receiving the care they need. We value your can-do positive attitude and desire to turn a negative into a positive. Must possess high enthusiasm and a salesman-like edge to move client cases from a pending to enrollment status. You will receive excellent in-house training which will help you develop a thorough understanding of our program. We will nurture your talent and provide continued career development opportunities.

Requirements

Experience in high-volume inbound and outbound call environment
Motivated to help patients/caregivers with the drive to exceed open case targets and metrics
Must have poise and patience when dealing with clients
Excellent written and verbal skills; ability to comfortably resolve issues over the telephone
Computer proficiency required; strong typing skills and ability to leverage technology to identify, research and solve customer issues
Keen attention detail, metrics driven, excellent time management skills
High empathy and collaborative team player
Flexibility and openness, as the role and responsibilities may change and/or evolve as we grow!

Nice To Haves

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

Responsibilities

Work closely with Patients and Caregivers to educate them and assist them on the application and enrollment process, with the goal of completing the eligibility process and onboarding the Patients and Caregivers to active Care status within 60 days of initial call to FreedomCare.
Provides necessary documentation and requirements with Oregon Medicaid, patients' insurance 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 high-level 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 of starting patients on Care and call handling
Be the initial point-of-contact for calls from prospective clients, caregivers or pending enrollees
Manage a high open caseload until the enrollment process is complete
Consistently meet monthly completed starts of care
Provide exceptional customer service and positive experience for potential patients/caregivers
Regular communication with a variety of health plans regarding patient benefits and authorizations
Navigate multiple systems and portals to determine eligibility and obtain authorization