Care Specialist I

Responsibilities

• 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
• 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 listening, 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; elevate 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

• Previous experience in a Customer Service environment
• At least 1 year of experience in 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 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-escalating frustrated callers successfully
• Attention to detail in reviewing records
• Ability to meet and/or exceed targets/metrics
• Computer proficiency required; strong typing skills and ability to leverage technology and resolve customer issues efficiently while note taking/multitasking

• data entry
• customer service
• issue resolution
• call management
• case file management
• reporting
• timekeeping
• payroll processing
• patient screening
• compliance

• empathy
• active listening
• communication
• organization
• time management
• adaptability
• problem-solving
• patience
• attention to detail
• de-escalation