Job Description
Position: Care Specialist (Kansas City / Hybrid / 4 days remote 1 day in office) Weekends Off!
Freedom Care 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. Our mission spans coast to coast, supporting patients across the U.S.
- 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)
- Own It (Drive and ownership)
- Do the Right Thing (High integrity)
- Be Positive (Great attitude and a can-do positive approach to challenges) Join our team and make a positive impact on the lives of others! We are looking for a Care Specialist I for our Care team in Missouri.
This is a hybrid role based out of Kansas City, MO. 1 day in office, 4 remote days. Monday through Friday, 9AM to 6PM WEEKENDS OFF! 401k, health, dental, vision, life insurance and PTO!
Department & Position Overview:
- The Care Support Specialist I guides patients and caregivers through their home care journey. This role provides a high-level empathic customer service experience, while ensuring that our patients receive the care they need and feel heard and cared for.
- Ensure a high-quality customer experience for patients, caregivers, and health plans, while maintaining our desired service throughout the daily call volume in a contact center environment through First Call Resolution, demonstrating Freedom Care's values of ensuring care and compassion with a positive, helpful demeanor.
- Accurately follow process and procedures according to department guidelines to ensure we are consistently delivering strong quality levels and customer experience.
- Consistently meets monthly performance metrics of call availability, efficiency, quality, and wellness reviews. Every Day You Will:
- Manage a high-volume inbound Service Center Calls dealing with related inquiries such as time-off, payroll, timekeeping 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 wellness review 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 with required 2 weeks' notice for planned in advance.
- Assist patients and their family members in planning necessary home-care shifts.
- Display empathy, actively listen, 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; escalate 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. Ideal Candidate Will Possess:
- Previous experience in a Customer Service environment.
- High-volume inbound call center or contact center environment (at least 2 years).
- Experience with CRMs or Workforce Technology - Salesforce, Medflyt, and Verint (preferable).
- 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-escalation frustrated callers successfully.
- Attention to detail in reviewing records.
- Ability to meet and/or exceed targets or metrics.
- Computer proficiency required; strong typing skills and ability to leverage technology and resolve customer issues efficiently while note taking/multitasking. Nice-to-Haves:
- 3+ years of relevant experience in a healthcare call center or contact center environment.
- Healthcare/startup experience (preferable).
- Bilingual in Spanish, Creole, or other languages is a plus.
- Some additional experience in HR service center is preferred. Why work at Freedom Care?
We are here for you and committed to providing a best-in-class…
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