Care Specialist I (Harrisburg, PA / Hybrid)

<p>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.</p> <p>We pride ourselves on our values which drive the level of care that we deliver to our patients:</p> <ul> <li>Here For You (An attitude of service, empathy, and availability)</li> <li>Own It (Drive and ownership)</li> <li>Do the Right Thing (High integrity)</li> <li>Be Positive (Great attitude and a can-do positive approach to challenges)</li> </ul> <p>Join our team and make a positive impact on the lives of others! We are looking for a <strong>Care Specialist I</strong> for our team in <strong>Pennsylvania!</strong></p> <p><span style="text-decoration: underline;"><strong><em><span data-contrast="auto"><span data-contrast="none">This is a full-time hybrid position and will require a mandatory 3 days into our offices located in Harrisburg, PA.</span><span data-ccp-props="{"201341983":0,"335551550":1,"335551620":1,"335559739":240,"335559740":259}">&nbsp;</span></span></em></strong></span></p> <p><strong>Department &amp; Position Overview:</strong></p> <p>Working closely with clients, caregivers and departments across the business, your goal will be to provide a seamless Customer Service experience, while ensuring that our clients are receiving the care they need. We value your can-do positive attitude and desire to turn a negative into a positive. You will receive excellent in-house training which will help you develop a thorough understanding of our program. We will nurture your talent and provide continued career development opportunities, from your induction and throughout your career with us.</p> <p><strong>Every Day You Will:</strong></p> <ul> <li>Manage a high-volume inbound/outbound Service Center Calls dealing with Human Resources related inquiries (time-off, payroll, timekeeping, employee health) and process patient and health plan care requests</li> <li>Follow up with patients, caregivers, and health plans for time sensitive inquiries and escalations</li> <li>Maintain exceptional customer service for all callers, as&nbsp;indicated&nbsp;by call reviews and after call surveys&nbsp;&nbsp;</li> <li>Input&nbsp;accurate&nbsp;data&nbsp;entry of&nbsp;sensitive&nbsp;information&nbsp;</li> <li>Conduct status reviews, over the phone, and record reviews, to ensure service delivery of caregivers and compliance&nbsp;&nbsp;</li> <li>Screen patients and caregivers for additional programs and benefits to enhance their lives</li> <li>Maintain reliable work schedules</li> <li>Display empathy, actively listening, and clearly communicate with callers to ensure their needs are addressed and to foster a positive experience and&nbsp;relationship &nbsp;</li> <li>Address all questions or complaints, and provide&nbsp;an accurate&nbsp;and efficient response time of resolution; consistently meet internal service level agreements and goals&nbsp;in a timely&nbsp;manner &nbsp;</li> <li>Follow up and engage with patients and caregivers via phone&nbsp;calls,&nbsp;SMS,&nbsp;and&nbsp;emails, in a professional manner&nbsp;&nbsp;</li> <li>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 &nbsp;</li> <li>De-escalate situations involving dissatisfied customers, offering patient&nbsp;assistance&nbsp;and support; escalate unresolved patient and caregiver issues to the&nbsp;appropriate teams&nbsp;to ensure a quick turnaround time and&nbsp;resolution &nbsp;</li> <li>Adhere to a revolving monthly client service and compliance&nbsp;standard &nbsp;</li> <li>Effectively input and update the case file and account data within&nbsp;CRMs &nbsp;</li> <li>Manage call dashboards and reporting to&nbsp;assist&nbsp;in managing&nbsp;assi