Care Specialist ; Las Vegas, NV​/Hybrid

Care Specialist I (Las Vegas, NV / Hybrid)

Freedom Care is a Healthcare company that innovates the way home care is delivered. We provide dignity and support to patients who need care in their homes and to the caregivers who provide it. Founded in 2016, we are the largest consumer‑directed home care agency in New York State and are expanding into other states and tech‑based innovations.

We pride ourselves on our values, which drive the level of care we deliver:

• 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 approach to challenges

Working closely with clients, caregivers, and departments across the business, your goal is to provide a seamless Customer Service experience while ensuring our clients receive the care they need. We value a positive attitude and the ability to turn a negative into a positive. You will receive excellent in‑house training that will deepen your understanding of our programs and support your career development.

This is a hybrid role with a required commute of 3 days in the office and 2 days remote.

• Manage a high‑volume inbound/outbound Service Center Calls related to Human Resources 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.
• Accurately enter sensitive information into the system.
• 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 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 for pay discrepancies, timesheet errors, direct deposit changes, schedule changes, and more.
• De‑escalate situations involving dissatisfied customers, offer patient assistance and support, and if unresolved, escalate to the appropriate teams for a quick turnaround.
• 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.

• Ability to commute into the Las Vegas, NV office 3 times a week (Monday, Tuesday, and a third day) as this is a hybrid role.
• 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 – Salesforce, Medflyt, and Verint.
• A 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 with eager customers, comfortably defusing and de‑escalating frustrated callers successfully.
• Attention to detail in reviewing records.
• Ability to meet and/or exceed targets and metrics.
• Computer proficiency required; strong typing skills and ability to leverage technology and resolve customer issues efficiently while multitasking.

• Two years of relevant experience in a healthcare call center or contact center environment.
• Healthcare/startup experience.
• Bilingual in Spanish or other languages, desired.
• Experience in an HR Service Center is…