Care Specialist

• Guide patients and caregivers through their home care journey
• Provide a high-level empathic customer service experience
• Ensure a high-quality customer experience for patients, caregivers, and health plans in a contact center environment
• Follow department processes and procedures
• Meet monthly performance metrics for call availability, efficiency, quality, and wellness reviews
• Manage high-volume inbound service center calls regarding time-off, payroll, timekeeping, process, patient, and health plan care requests
• Follow up with patients, caregivers, and health plans regarding time-sensitive inquiries and escalations
• Maintain exceptional customer service based on call reviews and after-call surveys
• Accurately enter sensitive information
• Conduct wellness reviews over the phone and record reviews to ensure caregiver service delivery and compliance
• Screen patients and caregivers for additional programs and benefits
• Maintain reliable work schedules with two weeks' advance notice for planned time off
• Assist patients and family members in planning necessary home-care shifts
• Display empathy, actively listen, and clearly communicate with callers
• Address questions and complaints and meet internal service-level agreements and goals
• Engage with patients and caregivers via phone calls, SMS, and email
• Serve as a key point of contact for enrolled caregivers regarding pay discrepancies, timesheet errors, direct deposit changes, and schedule changes
• De-escalate dissatisfied-customer situations and elevate unresolved issues to appropriate teams
• Adhere to monthly client service and compliance standards
• Input and update case-file and account data within CRMs
• Manage call dashboards and reporting to assist with assignments

• Previous experience in a Customer Service environment
• At least 2 years in a high-volume inbound call center or contact center environment
• Experience with CRMs or Workforce Technology – Salesforce, Medflyt, and Verint (preferable)
• 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
• Ability to resolve issues over the telephone and successfully de-escalate frustrated callers
• Attention to detail in reviewing records
• Ability to meet and/or exceed targets or metrics
• Computer proficiency, strong typing skills, and ability to leverage technology while note-taking/multitasking
• 3+ years of relevant experience in a healthcare call center or contact center environment (nice-to-have)
• Healthcare/startup experience (preferable)
• Bilingual in Spanish, Creole, or other languages (a plus)
• Additional HR service center experience (preferred)
• 2 years of hands-on experience with seniors (nice-to-have)

Demonstrates expertise in providing high-quality customer service in a healthcare call center environment, with a focus on empathy, active listening, and effective communication. Proficient in managing high-volume inbound calls, utilizing CRM systems, and adhering to compliance standards.

• Customer Service Experience
• High-Volume Call Center Experience
• CRM Proficiency (Salesforce, Medflyt, Verint)
• Empathy and Active Listening
• Bilingual (Spanish, Creole, or Other Languages)

• Call Center Operations
• Data Entry
• Wellness Reviews
• Time Management
• Issue Resolution
• Attention to Detail
• Typing Skills
• Multitasking
• Compliance Standards
• Performance Metrics

• Empathy
• Active Listening
• Patience
• Verbal Communication
• Written Communication

• Healthcare
• Home Care
• Customer Experience
• Service-Level Agreements
• HR Service Center

• Salesforce
• Medflyt
• Verint
• CRM Systems
• Call Dashboards