Care Specialist I, Las Vegas, NV / Hybrid

FreedomCare LLC; Las Vegas (NV); Híbrido; USD 26.000 - 32.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Competitive compensation

Medical benefits

Retirement plans

Ongoing training opportunities

Hybrid in-office/remote schedule

Descripción de la vacante

FreedomCare is seeking a Care Support Specialist I in Las Vegas, NV for a hybrid role requiring 3 days in office and 2 days remote. You will handle high-volume service center calls, assisting patients, caregivers, and health plans to ensure timely, empathetic support.

Ideal candidates have at least 1 year in a fast-paced call center, with experience using Salesforce, Medflyt, and Verint. Strong communication, empathy, and data accuracy are essential to succeed.

Formación

• Must be able to commute into Las Vegas, NV office 3 times a week (Mon, Tue, and a third day) as this is a hybrid role.
• 1 year of experience in a high-volume inbound call center or contact center.
• Experience with CRMs or workforce technology – Salesforce, Medflyt, and Verint.
• Strong communication skills, empathy, and patience in customer service.

Responsabilidades

• Handle high-volume inbound/outbound calls related to HR inquiries and patient/health plan requests.
• Follow up with patients, caregivers, and health plans for time-sensitive inquiries and escalations.
• Maintain exceptional customer service and accuracy in data entry and note-taking in CRMs.
• De-escalate situations and provide timely resolutions, meeting internal service level targets.
• Input and update case files and account data within CRMs; manage dashboards and reporting.

Conocimientos

Communication skills

Empathy & active listening

Time management

Typing speed

Herramientas

Salesforce

Medflyt

Verint

Descripción del empleo

About Our Company

FreedomCare 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.

About Our Company

FreedomCare 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 Support Specialist I to join our Las Vegas, Nevada team.

This is a hybrid role with a required commute of 3 days in office and 2 days remote.

Department & Position Overview

Working closely with clients, caregivers and departments across the business, your goal will be to provide a seamless Customer Service experience, while ensuring that our clients are receiving the care they need. We value your can-do positive attitude and desire to turn a negative into a positive. You will receive excellent in-house training which will help you develop a thorough understanding of our program. We will nurture your talent and provide continued career development opportunities, from your induction and throughout your career with us.

Every Day You Will

• 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; elevate 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

Ideal Candidate Will Possess

• 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/metricsComputer proficiency required; strong typing skills and ability to leverage technology and resolve customer issues efficiently while notetaking/multitasking

Nice-to-Haves

• Two years of relevant experience in a healthcare call center or contact center environment
• Healthcare/startup experience
• Bilingual in Spanish, or other languages, desired
• Experience in HR Service center is preferred

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.

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, status as a protected veteran, status as an individual with a disability, citizenship or immigration status, or other applicable legally protected characteristics.

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 $19.15 and $23.00 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

$19.15—$23 USD