Care Specialist I, Las Vegas, NV / Hybrid

About Our Company

FreedomCare is a healthcare company founded in 2016 dedicated to transforming the home care industry. We support our patients by connecting them with caregivers who provide care in their homes. Our mission extends nationwide, serving patients across the United States. We are known for our core values: Here For You (service, empathy, availability), Own It (drive and ownership), Do the Right Thing (high integrity), and Be Positive (positive attitude and problem-solving).

Join Our Team

We are seeking a Care Support Specialist I to join our Las Vegas, Nevada team. This role is hybrid, requiring a 3-day office commute and 2 days of remote work. As a key point-of-contact for enrolled caregivers, you will handle various tasks including managing service center calls, following up with patients and caregivers, and resolving issues.

Department & Position Overview

Working closely with clients, caregivers, and departments, your primary responsibility will be to provide a seamless customer service experience. You will also conduct status reviews, manage call dashboards, and report on service delivery and compliance.

Responsibilities

• Manage high-volume inbound/outbound Service Center Calls dealing with Human Resources inquiries (time-off, payroll, timekeeping, employee health)
• 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
• Screen patients and caregivers for additional programs and benefits
• De-escalate situations involving dissatisfied customers
• Address all questions or complaints, providing accurate and efficient responses
• Manage call dashboards and reporting to assist in managing assignments
• Serve as a key point-of-contact for enrolled caregivers

Requirements

• Must be able to commute to Las Vegas, NV office 3 days a week
• At least 1 year of experience in high-volume inbound call center or contact center environment
• Experience with CRMs or Workforce Technology (Salesforce, Medflyt, Verint)
• A passion for providing high-level customer service, including empathy, active listening, and patience
• Strong verbal and written communication skills, demonstrating active listening and adaptability to different personalities
• Attention to detail in reviewing records
• Computer proficiency, strong typing skills, and ability to leverage technology and resolve customer issues efficiently while multitasking

Qualifications

• Two years of relevant experience in a healthcare call center or contact center environment
• Healthcare/startup experience
• Bilingual in Spanish, or other languages, desired

Benefits

At FreedomCare, you will enjoy competitive compensation, medical benefits, retirement plans, wellness programs, and ongoing learning opportunities. We believe in fostering a supportive and inclusive workplace where your voice matters, and your work has meaningful impact.

Pay

The base pay range for this role is between $20.00 and $23.00 per hour at the commencement of your first year of employment. Compensation decisions are based on a variety of factors including skill set, years of relevant experience, education, location, and licensure/certifications.

Schedule

This is a hybrid role requiring a 3-day office commute and 2 days of remote work.