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

FreedomCare is a healthcare company that has been 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 to our patients:

• Here For You (An attitude of service, empathy, and availability)
• Own It (Drive and ownership)
• Do the Right Thing (High integrity)
• Be Positive (Great attitude and a can-do positive approach to challenges)

Join our team and make a positive impact on the lives of others! We are looking for a Care Specialist I for our Care team in Missouri.

This is a hybrid role based out of St. Charles, MO. 1 day in office, 4 remote days. Monday through Friday, 9AM to 6PM WEEKENDS OFF! 401k, health, dental, vision, life insurance and PTO!

Department & Position Overview:

The Care Support Specialist I guides patients and caregivers through their home care journey. This role provides a high-level empathic customer service experience, while ensuring that our patients receive the care they need and feel heard and cared for.  

• Ensure a high-quality customer experience for patients, caregivers, and health plans, while maintaining our desired service throughout the daily call volume in a contact center environment through First Call Resolution, demonstrating FreedomCare’s values of ensuring care and compassion with a positive, helpful demeanor.
• Accurately follow process and procedures according to department guidelines to ensure we are consistently delivering strong quality levels and customer experience.
• Consistently meets monthly performance metrics of call availability, efficiency, quality, and wellness reviews.

Every Day You Will:

• Manage a high-volume inbound Service Center Calls dealing with related inquiries such as time-off, payroll, timekeeping 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 wellness review 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 with required 2 weeks' notice for planned in advance.
• Assist patients and their family members in planning necessary home-care shifts.
• Display empathy, actively listen, and clearly communicate with callers to ensure their needs are addressed and to foster a positive experience and relationship.
• Address all questions or complaints and provide an accurate and efficient response time of resolution; consistently meet internal service level agreements and goals in a timely manner.
• 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 such as for pay discrepancies, timesheet errors, direct deposit change, schedule change of caregivers, and more.
• De-escalate situations involving dissatisfied customers, offering patient assistance and support; escalate unresolved patient and caregiver issues to the appropriate teams to ensure a quick turnaround time and resolution.
• Adhere to a revolving monthly client service and compliance standard.
• Effectively input and update the case file and account data within CRMs.
• Manage call dashboards and reporting to assist in managing assignments.

Ideal Candidate Will Possess:

• Previous experience in a Customer Service environment.
• High-volume inbound call center or contact center environment (at least 2 years).
• Experience with CRMs or Workforce Technology – Salesforce, Medflyt, and Verint (preferable).
• Passion for providing a high level of customer service, including the ability to show 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 with eager customers comfortably, defusing and de-escalation frustrated callers successfully.
• Attention to detail in reviewing records.
• Ability to meet and/or exceed targets or metrics.  
• Computer proficiency required; strong typing skills and ability to leverage technology and resolve customer issues efficiently while notetaking/multitasking.

Nice-to-Haves:

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

Why work at FreedomCare?

We are here for you and committed to providing a best-in-class employee experience. We offer competitive compensation, medical benefits, retirement plans, wellness programs, fun company events and ongoing learning opportunities to grow your career.

This is a place where your voice matters, where we build great relationships, and your work has meaning and a tangible positive impact on others!

At FreedomCare, we celebrate diversity and are committed to creating an inclusive environment for all employees. We are an Equal Opportunity Employer and do not discriminate based upon race, religion, color, national origin, ancestry, age, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, status as a protected veteran, citizenship or immigration status, status as an individual with a disability, or other applicable legally protected characteristics.