Care Specialist (Pittsburgh, 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. We pride ourselves on our values: Here For You, Own It, Do the Right Thing, and Be Positive.

About the role

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. This is a full-time hybrid position requiring a mandatory 3 days in our Pittsburgh, PA office. You will receive excellent in-house training 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 address their needs and foster positive relationships.
• 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 professionally.
• 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 Pittsburgh, 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 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 skill set, years of relevant experience, education, location, and licensure/certifications.