Hybrid Care Specialist, Case Manager I

at FreedomCare

• Job title: Care Specialist, Case Manager I
• Job type: Full Time
• Experience level: Junior
• Salary: $18 - $22 per hour
• Degree requirement: High School Diploma
• Location requirements: Hybrid, Las Vegas, United States

About the role

• Care Specialist managing high-volume inbound calls in the home care industry. Supporting patients and caregivers with exceptional customer service and process management.

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; escalate 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

Requirements

• 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 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 notetaking/multitasking

Benefits

• Competitive compensation
• Medical benefits
• Retirement plans
• Wellness programs
• Ongoing learning opportunities