Care Specialist I

Jobtailor; Kansas; On-site; USD 36,000 - 60,000; Full time

Job summary

Jobtailor in the United States (Kansas) is seeking an experienced healthcare call center specialist to guide patients and caregivers through the home care journey. You will provide an empathic customer service experience and ensure high-quality support for patients, caregivers, and health plans in a busy contact center.

This role requires handling time-sensitive inquiries, maintaining compliance, and meeting monthly metrics.

Qualifications

• Previous experience in a Customer Service environment.
• At least 2 years in a high-volume inbound call center or contact center environment.
• Proficiency with CRMs or Workforce Technology (Salesforce, Medflyt, Verint) preferred.
• Passion for empathy, active listening, and patient care.
• Ability to organize, set priorities and manage time effectively.

Responsibilities

• 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.
• 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.

Skills

Customer Service

High-Volume Calls

CRM Proficiency

Tools

Salesforce

Medflyt

Verint

Job description

• 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

Requirements

• 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)

Core Competencies

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.

Highest-signal resume keywords

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

ATS Optimization Keywords

Hard Skills

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

Soft Skills

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

Industry Keywords

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

Tools & Technologies

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