Care Specialist (Philadelphia, PA / Hybrid)

FreedomCare is a healthcare company dedicated to revolutionizing the home care industry since 2016. We support 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.

About the role

This is a full-time hybrid position requiring a mandatory 3 days per week in our Philadelphia, PA office. Working closely with clients, caregivers, and departments across the business, your goal will be to provide a seamless customer service experience while ensuring clients receive the care they need. You will manage high-volume inbound and outbound service center calls, handle HR-related inquiries, and process patient and health plan care requests. Excellent in-house training will be provided to develop a thorough understanding of our program, with continued career development opportunities.

Responsibilities

• Manage high-volume inbound/outbound service center calls dealing with HR-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 listen, and clearly communicate with callers to ensure their needs are addressed and foster positive experiences.
• Address all questions or complaints, providing accurate and efficient resolution; consistently meet internal service level agreements and goals.
• 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, handling pay discrepancies, timesheet errors, direct deposit changes, and schedule changes.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support; escalate unresolved issues to appropriate teams for quick resolution.
• Adhere to revolving monthly client service and compliance standards.
• Effectively input and update case files and account data within CRMs.
• Manage call dashboards and reporting to assist in managing assignments.

Requirements

• Must be willing and able to travel to our Philadelphia, PA office 3 times a week.
• Previous experience in a customer service environment.
• At least 1 year of experience in a high-volume inbound call center or contact center environment.
• Experience with CRMs or workforce technology (e.g., Salesforce, Medflyt, Verint).
• Passion for providing a high level of customer service, including 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, defusing and de-escalating frustrated callers successfully.
• Attention to detail in reviewing records.
• Ability to meet and/or exceed targets/metrics.
• Computer proficiency; strong typing skills and ability to leverage technology while multitasking.

Nice-to-Haves

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

Benefits

• Competitive compensation.
• Medical benefits.
• Retirement plans.
• Wellness programs.
• Fun company events.
• Ongoing learning opportunities to grow your career.

Pay

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. Compensation decisions depend on factors such as skill set, years of relevant experience, education, location, and licensure/certifications.