Intake Specialist I (Hybrid / Denver, CO)

FreedomCare•Quinte West, ON

1d•$20 - $23•Hybrid

About The Position

FreedomCare is a healthcare company founded in 2016, dedicated to revolutionizing the home care industry by empowering patients to choose their caregivers and receive care in their homes. The company operates nationwide and is guided by core values: Here For You (service, empathy, availability), Own It (drive, ownership), Do the Right Thing (integrity), and Be Positive (attitude, approach to challenges). This specific role is for an Intake Specialist I in Colorado, based in Denver. The position is a full-time, hybrid role requiring 3 days in the Denver office and 2 days remote. The Intake Specialist is responsible for enrolling potential patients and caregivers into FreedomCare of Colorado’s Home Care programs, serving as a liaison between consumers, providers, and Case Management Agencies. This role manages both patient and caregiver intake and onboarding, ensuring a seamless transition from qualification to active care. The position emphasizes providing a high level of customer service and adhering to company values.

Requirements

Experience in managing a high volume of inbound and outbound calls.
A passion for providing a high level of customer service, including 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.
Ability to leverage technology to resolve customer issues.
Adherence to HIPAA guidelines.

Nice To Haves

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

Responsibilities

Enroll potential patients and caregivers into FreedomCare of Colorado’s Home Care programs.
Act as a liaison for consumers, providers, and Case Management Agencies.
Combine intake and onboarding activities for both patients and caregivers.
Provide a single point of contact for consumers transitioning from "Qualified" to "On Care."
Educate and assist patients and caregivers with the application and enrollment process.
Provide necessary documentation and requirements to Case Management Agencies and patient caregivers to ensure timely service authorization.
Collaborate with other medical providers to ensure compliance of documentation for potential patients and caregivers.
Deliver a high level of customer service through one-call resolution, demonstrating care, compassion, and a positive demeanor.
Consistently meet monthly performance metrics for starting patients on Care and call handling.
Act as the primary point of contact for prospective Patients and Caregivers, guiding them through the application and enrollment process.
Maintain a 1 business day response time for emails, chat, and voicemails.
Navigate multiple systems, including Intake Self Service and insurance portals, to determine eligibility and obtain authorization.
Maintain detailed case notes for patients, caregivers, and external stakeholders.
Focus on the growth of the FreedomCare population by enrolling each interested case.
Adhere to HIPAA guidelines.