Caregivers / Health Care - Full Time

Care Specialist I (Harrisburg, Pa / Full Time - Hybrid)
FreedomCare is a healthcare company that has been dedicated to revolutionizing the home care industry since 2016. We support our patients by ensuring they have the power to choose a caregiver who will care for them in the comfort of their own homes. We pride ourselves on our values which drive the level of care that we deliver to our patients:

Here For You (An attitude of service, empathy, and availability)
We are looking for a Care Specialist I for our team in Pennsylvania.
This is a full-time hybrid position and will require a mandatory 3 days into our offices located in Harrisburg, PA.
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. You will receive excellent in-house training which will help you develop a thorough understanding of our program. 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
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; 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; escalate unresolved patient and caregiver issues to the appropriate teams to ensure a quick turnaround time and resolution
Effectively input and update the case file and account data within CRMs
Must be willing and able to travel to our Pittsburgh, PA office, PA office 3 times a week - This is a full time in-office position
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 resolve issues over the telephone with eager customers, comfortably, defusing and de-escalating frustrated callers successfully
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
We offer competitive compensation, medical benefits, retirement plans, wellness programs, fun company events and ongoing learning opportunities to grow your career.
At FreedomCare, we celebrate diversity and are committed to creating an inclusive environment for all employees. We are an Equal Opportunity Employer and do not discriminate based upon race, religion, color, national origin, ancestry, age, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, status as a protected veteran, citizenship or immigration status, status as an individual with a disability, or other applicable legally protected characteristics.
The base pay range for this role is between $20.00 and $23.00 an hour at the commencement of your first year of employment.