Benefits Customer Service Specialist (Queens NY, Hybrid)

FreedomCare LLC; New York (NY); Hybrid; USD 33,000 - 36,000; Full time

Benefits offered by this job

Competitive compensation

Medical benefits

Retirement plans

Wellness programs

Fun company events

Ongoing learning opportunities

Job summary

FreedomCare LLC is hiring a Benefits Customer Service Specialist in Jamaica, Queens, NY. This hybrid role combines in-office collaboration three days a week with two remote days, supporting our Caregiver Wellness program and benefits orientations.

You will guide caregivers through benefits options, manage verifications, and use multiple systems to resolve inquiries with empathy. Join us to improve caregiver satisfaction and utilization of benefits.

Qualifications

• 1+ years of relevant experience in a similar role.
• Experience in a high-volume inbound and outbound call environment.
• Proven customer focus and adaptability in a high call volume setting.
• Excellent written and verbal communication with diverse audiences.
• Demonstrates empathy, active listening, and patience.
• Strong multitasking, prioritization, and time management skills.
• Proficient with multiple systems; attention to detail and data accuracy.
• Fluency with tools used in the role, especially Excel.
• Able to adapt to departmental growth in a dynamic environment.

Responsibilities

• Conduct individualized orientations for caregivers on benefits and enrollment.
• Provide accrual status and processing sick time via Empeon and Medflyt.
• Complete employment verifications using Salesforce, Empeon, Knowledge Base.
• Provide clear call summaries with action items in Talk Desk.
• Work in FlexFacts portal to assist with reimbursements and funds allocation.
• Complete commuter benefit forms and HRA deposits.
• Complete email cases assigned to you in Salesforce within 24-48 hours.
• Answer inbound calls and ensure first contact resolution.
• Navigate multiple platforms in a fast-paced environment with empathy and clarity.
• Meet internal service level agreements and metrics.

Skills

1+ year experience

Call center

Customer focus

Written & verbal comms

Empathy & listening

Multitasking

Time management

Technical proficiency

Excel proficiency

Adaptability to change

Tools

Salesforce

Talk Desk

Empeon

FlexFacts

Knowledge Base

Excel

Job description

Started in 2016, FreedomCare is a Healthcare company that is innovating and revolutionizing the way home care is delivered. We bring dignity and support to patients needing care in their homes and to the caregivers who care for them. We’re the largest consumer-directed home care agency in NY State, and are continually expanding our areas of focus including operations in other states and tech-based innovations.

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 Benefits Customer Service Specialist for our Caregiver Wellness team.

Hybrid role, 3 days in our beautiful Jamaica Queens, New York office and 2 days remote, Monday through Friday 9AM to 6PM Eastern Time.

Department & Position Overview

• The Benefits Customer Service Specialist role focuses on enhancing the Caregiver’s experience by deconstructing complex benefits concepts into digestible pieces to ensure the comprehension of benefits, drive utilization, and improve caregiver satisfaction
• The Caregiver Support Specialist role provides exceptional customer service while delivering benefits orientations and assisting with health plans, employment verifications, and more.

Every Day You Will

• Conduct individualized orientations for our Caregivers to educate them on benefits available to them, ensuring a clear understanding of options, enrollment processes, and maximizing their benefits.
• Providing accrual status and processing sick time through Empeon and Medflyt, as needed
• Complete employment verifications in a timely manner using Salesforce, Empeon and Knowledge Base to retrieve accurate information
• Provide clear call summaries through detailed notes on Talk Desk with defined action items for follow up as needed
• Work in FlexFacts portal to assist with reimbursements and allocating funds
• Commuter Benefit forms
• HRA deposits
• Completed email cases assigned to you in Salesforce data base within 24-48 hours
• Answering calls that come in on the shared line and must ensure we provided first contact resolution
• Ability to navigate multiple platforms in a fast-paced environment
• Demonstrate ability to navigate challenging conversations and address caller's concerns with empathy and compassion.
• Consistently meet internal service level agreements and metrics

Ideal Candidate Will Possess

• 1+ years of relevant experience in a similar position
• Experience in high-volume inbound and outbound call environment
• Proven track record of strong customer focus and adaptability in a high call volume environment
• Effective written and verbal communication skills with the ability to engage with diverse audiences
• A passion for providing a high level of customer service, including the ability to show empathy, active listening and patience.
• Ability to multitask, set priorities, and manage time effectively
• Technical proficiency with the ability to navigate through multiple systems; while maintaining attention to detail and data accuracy
• Demonstrates fluency over all tools and resources specific to the role, with heavy reliance on Excel
• Ability to embrace change and departmental growth in an evergreen environment

Why work at FreedomCare?

We are here for you and committed to providing a best-in-class employee experience. We offer competitive compensation, medical benefits, retirement plans, wellness programs, fun company events and ongoing learning opportunities to grow your career.

• competitive compensation
• medical benefits
• retirement plans
• wellness programs
• fun company events
• ongoing learning opportunities to grow your career

This is a place where your voice matters, where we build great relationships, and your work has meaning and a tangible positive impact on others!

At FreedomCare, we celebrate diversity and are committed to creating an inclusive environment for all employees. We are an Equal Opportunity Employer and do not discriminate based upon race, religion, color, national origin, ancestry, age, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, citizenship or immigration status, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

#INDHV

At FreedomCare, base pay is one part of our total compensation package and is determined within a range. This provides our employees with the opportunity to professionally grow and develop within a role. The base pay range for this role is between $24.00 and $26.00 an hour at the commencement of your first year of employment. Compensation decisions are dependent upon a variety of factors which may include, but are not limited to: skill set, years of relevant experience, education, location, and licensure/certifications.

Compensation Range

$23-$26 USD