Intake Specialist (St. Charles, MO / Hybrid 4 days remote 1 day in office)

FreedomCare•St. Charles, MO

6d•$20 - $23•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 values include "Here For You," "Own It," "Do the Right Thing," and "Be Positive." This role is for an Intake Specialist I in St. Charles, MO, and is a hybrid position requiring 4 days remote and 1 day per week in the St. Charles office, with working hours from Monday to Friday, 9 AM to 6 PM, and weekends off. The team is passionate about helping people and ensuring customers receive the care and attention they deserve. The Intake Specialist will be responsible for problem-solving, taking ownership of customer requests, and providing a seamless customer service experience. A can-do positive attitude and the ability to turn negative situations into positive ones are valued. The company provides excellent in-house training, career development opportunities, and nurtures talent.

Requirements

Must be able to commute into St. Charles, MO office 1 time a week, this is a hybrid role
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 to 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 Missouri 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