Engagement Specialist I (OR Ops/ Hybrid - Las Vegas, NV)

FreedomCare is a healthcare company 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: Here For You, Own It, Do the Right Thing, and Be Positive.

About the role

This is a hybrid position based out of our office in Las Vegas, NV (Flamingo location), with 2 days remote and a required commute of 3 days per week. The schedule is Monday through Friday, 9 AM to 6 PM.

The Engagement / HomeCare Sales Specialist role is responsible for connecting with inbound callers, emails, and chats to promote the uniqueness of FreedomCare and our programs. Your job is to qualify patients and caregivers who have shown interest in our program. This role combines the initial lead and Service Record (SR) creation process for both patients and caregivers, with the goal of converting each lead to an SR.

Responsibilities

• Work closely with patients and caregivers to educate them and assist them in beginning the application and enrollment process, with the goal of helping patients start the process.
• Provide necessary documentation and requirements to the State Department of Health, patient’s insurance, and the patient’s caregivers to ensure services will be authorized quickly and efficiently.
• Determine eligibility and ensure the best next step after identifying the caller’s status.
• Provide education on caregiver eligibility and set clear expectations on the process.
• Deliver high-level customer service through one-call resolution, ensuring no need for additional follow-up while demonstrating FreedomCare’s values of care and compassion.
• Consistently meet monthly performance metrics for creating cases and call handling.
• Create high-quality cases without errors, ensuring accurate data to facilitate onboarding.
• Provide empathy and genuine care on each call.
• Act as the primary point of contact for prospective patients and caregivers, coaching them through the early stages of the education process.
• Maintain effective case management with a 1-business-day response time for emails, chatter, and voicemails (within the first 3 hours).
• Achieve a daily standard of converting a minimum of 8-10% of leads to Service Records.
• Maintain quality assurance with an answer time of 30 seconds or less; 100% of calls offered should be answered.
• Maintain high-quality customer service on all inbound and outbound calls with potential patients and caregivers.
• Maintain detailed patient and caregiver case notes.
• Focus on growing the FreedomCare population by enrolling each valid lead with interest.
• Adhere to HIPAA guidelines.

Requirements

• Experience with telephonic sales.
• Experience managing a high volume of inbound and outbound calls.
• A positive, can-do attitude aligned with our core values.
• A passion for providing a high level of customer service, including empathy, active listening, and patience.
• Ability to articulate case statuses through detailed notes in Salesforce.
• Ability to resolve issues over the phone with eager clients comfortably.
• High level of discretion, judgment, integrity, and professionalism.
• Computer proficiency; strong typing skills and ability to leverage technology to resolve customer issues.

Qualifications

• Two years of relevant experience in a similar position is preferred.
• Bilingual in Spanish or other languages is a plus.
• Salesforce proficiency is a plus.

Benefits

We are committed to providing a best-in-class employee experience. We offer:

• 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.