Care Specialist I (Springfield, MO/Hybrid 4 days remote, 1 day in office)

About the role

The Care Support Specialist I role at FreedomCare supports patients and caregivers through their home care journey. This role ensures a high-quality customer experience, maintains service standards, and manages a high-volume of calls.

Responsibilities

• Guide patients and caregivers through their home care journey
• Provide empathic customer service and ensure patients receive needed care
• Follow process and procedures to maintain strong quality levels and customer experience
• Maintain call availability, efficiency, quality, and wellness reviews
• Manage high-volume inbound calls related to time-off, payroll, timekeeping, and patient and health plan care requests
• Follow up with patients, caregivers, and health plans for time-sensitive inquiries and escalations
• Input accurate data entry of sensitive information
• Conduct wellness reviews over the phone and record reviews
• Maintain reliability in work schedules with required 2 weeks' notice
• Assist patients and their family members in planning necessary home-care shifts
• Display empathy, actively listen, and clearly communicate with callers
• Resolve customer issues over the telephone, defuse and de-escalate frustrated callers, and escalate unresolved issues
• Manage call dashboards and reporting to assist in managing assignments

Requirements

• Previous experience in a Customer Service environment
• High-volume inbound call center or contact center environment experience (at least 2 years)
• Experience with CRMs or Workforce Technology (Salesforce, Medflyt, Verint) (preferable)
• Passion for providing high-level customer service, including empathy, active listening, and patience
• Strong verbal and written communication skills, organizational skills, and attention to detail
• Computer proficiency and strong typing skills

Qualifications

• 3+ years of relevant experience in a healthcare call center or contact center environment
• Bilingual in Spanish, Creole, or other languages (plus)
• Some additional experience in HR service center (preferred)
• 2 years of hands-on experience with seniors

Skills

• Customer Service
• Empathy
• Active Listening
• Time Management
• Data Entry
• Call Center Operations
• Healthcare Knowledge

Benefits

• 401(k)
• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• PTO

Pay

Base pay range: $20.00 - $23.00 per hour

Schedule

Hybrid role based out of Springfield, MO. 1 day in office, 4 remote days. Monday through Friday, 9AM to 6PM. Weekends off!