Care Specialist ; Springfield, MO​/Hybrid remote, in office

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 Specialist I for our Care team in Missouri
.

This is a hybrid role based out of Springfield, MO: 1 day in office, 4 remote days. Monday through Friday, 9AM to 6PM. Weekends off. 401k, health, dental, vision, life insurance, and PTO.

The Care Support Specialist I guides patients and caregivers through their home‑care journey. This role provides a high‑level empathic customer‑service experience, while ensuring our patients receive the care they need and feel heard and cared for.

• Ensure a high‑quality customer experience for patients, caregivers, and health plans while maintaining our desired service throughout the daily call volume in a contact center environment through First Call Resolution, demonstrating Freedom Care’s values of care and compassion.
• Accurately follow processes and procedures according to department guidelines to consistently deliver strong quality levels and customer experience.
• Consistently meet monthly performance metrics of call availability, efficiency, quality, and wellness reviews.

• Manage a high‑volume inbound service center call flow, addressing inquiries such as time‑off, payroll, time‑keeping, and 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 data.
• Conduct wellness 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 a reliable work schedule with required two weeks’ notice for planned absences.
• Assist patients and their family members in planning necessary home‑care shifts.
• Display empathy, actively listen, and clearly communicate with callers to ensure their needs are addressed and to foster a positive experience and relationship.
• Address questions or complaints and provide an accurate and efficient response time of resolution; consistently meet internal service level agreements and goals.
• Follow up and engage with patients and caregivers via phone, SMS, and email in a professional manner.
• Serve as a key point‑of‑contact for enrolled caregivers regarding pay discrepancies, timesheet errors, direct deposit changes, schedule changes, and more.
• De‑escalate situations involving dissatisfied customers, offering patient assistance and support; if unresolved, elevate issues to appropriate teams to ensure a quick turnaround time.
• Adhere to the 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 assignment management.

• Previous experience in a customer service environment.
• High‑volume inbound call center or contact center experience (at least 2 years).
• Experience with CRMs or workforce technology – Salesforce, Medflyt, and Verint (preferable).
• Passion for providing high‑level 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 customers approaching conflict, defusing and…