Care Specialist I

Responsibilities 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 Requirements 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 Hard Skills data entry customer service issue resolution call management case file management reporting timekeeping payroll processing patient screening compliance Soft Skills empathy active listening communication organization time management adaptability problem-solving patience attention to detail de-escalation #J-18808-Ljbffr Jobtailor