Care Specialist

Department & Position Overview 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. 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, from your induction and throughout your career with us. Every Day You Will Manage a high-volume inbound/outbound Service Center Calls dealing with Human Resources related inquiries (time-off, payroll, timekeeping, employee health) and process patient and health plan care requests Follow up with patients, caregivers, and health plans for time-sensitive inquiries and escalations Maintain exceptional customer service for all callers, as indicated by call reviews and after call surveys Input accurate data entry of sensitive information Conduct status reviews, over the phone, and record reviews, to ensure service delivery of caregivers and compliance Screen patients and caregivers for additional programs and benefits to enhance their lives Maintain reliable work schedules Display empathy, actively listening, and clearly communicate with callers to ensure their needs are addressed and to foster a positive experience and relationship Address all questions or complaints, and provide an accurate and efficient response time of resolution; consistently meet internal service level agreements and goals in a timely manner Follow up and engage with patients and caregivers via phone calls, SMS, and emails, in a professional manner Serve as a key point-of-contact for enrolled caregivers such as for pay discrepancies, timesheet errors, direct deposit change, schedule change of caregivers, and more De-escalate situations involving dissatisfied customers, offering patient assistance and support; elevate unresolved patient and caregiver issues to the appropriate teams to ensure a quick turnaround time and resolution Adhere to a revolving monthly client service and compliance standard Effectively input and update the case file and account data within CRMs Manage call dashboards and reporting to assist in managing assignments Skills and Requirements Must be able to commute into Las Vegas, NV office 3 times a week (Mondays, Tuesdays and a third day) as this is a hybrid role Previous experience in a Customer Service environment At least 1 year of experience in high-volume inbound call center or contact center environment Experience with CRMs or Workforce Technology – Salesforce, Medflyt, and Verint A passion for providing a high level of customer service, including the ability to show empathy, active listening and patience Ability to organize, set priorities and manage time effectively Strong verbal and written communication skills, demonstrating active listening and adaptability to different personality types Ability to resolve issues over the telephone with eager customers, comfortably, defusing and de-escalating frustrated callers successfully Attention to detail in reviewing records Ability to meet and/or exceed targets/metrics Computer proficiency required; strong typing skills and ability to leverage technology and resolve customer issues efficiently while notetaking/multitasking Two years of relevant experience in a healthcare call center or contact center environment Healthcare/startup experience Bilingual in Spanish, or other languages, desired Experience in HR Service center is preferred We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to View email address on click.appcast.io. #J-18808-Ljbffr Insight Global