Care Specialist , Las Vegas, NV​/Hybrid Las Vegas, NV

Las Vegas, NV

About our Company

Freedom Care 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 Support Specialist I to join our Las Vegas, Nevada team.

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

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.

• 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, asindicatedby call reviews and after call surveys
• Inputaccuratedataentry ofsensitiveinformation
• 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
• 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 providean accurate and efficient response time of resolution; consistently meet internal service level agreements and goalsin a timely manner
• Follow up and engage with patients and caregivers via phone calls,SMS,andemails, 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 patientassistanceand support; escalated unresolved patient and caregiver issues to the appropriate teamsto 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 withinCRMs
• Manage call dashboards and reporting toassistin managing assignments

• Must be able to commute into Las Vegas, NV office 3 times a week (Mondays, Tuesdays and a third day) as this is a hybrid role
• Previous experience in a Customer Service environment
• At least1 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 providinga high levelof customer service, including the ability to show empathy, activelisteningandpatience
• Ability to organize, set priorities and manage…