Care Specialist (Pittsburgh, PA / Hybrid)

FreedomCare LLC; Harrisburg (Dauphin County); Presencial; USD 36 000 - 54 000; Tempo integral

Vantagens oferecidas por esta oferta de emprego

In-house training

Medical benefits

Retirement plans

Wellness programs

Career development opportunities

Resumo da oferta

FreedomCare LLC is seeking a Care Specialist I for a hybrid role in Pennsylvania, with a Pittsburgh office presence three times a week and a base in Harrisburg. You will manage high-volume calls, assist patients and caregivers, and ensure timely care requests are completed with empathy and precision.

The ideal candidate has prior customer service experience, CRM familiarity (Salesforce, Medflyt, Verint), and strong communication skills.

Qualificações

• Must have previous experience in a Customer Service environment.
• At least 1 year of experience in a high-volume inbound call center or contact center.
• Experience with CRMs or Workforce Technology – Salesforce, Medflyt, and Verint.
• Able to show empathy, active listening and patience in customer interactions.
• Strong verbal and written communication skills.
• Excellent time management, organizational and multitasking abilities.

Responsabilidades

• Manage a high-volume inbound/outbound service center calls dealing with HR inquiries and patient care requests.
• Follow up with patients, caregivers, and health plans for time-sensitive inquiries and escalations.
• Maintain exceptional customer service and accurate data entry of sensitive information.
• Screen patients and caregivers for additional programs and benefits.
• De-escalate dissatisfied customers and elevate unresolved issues to appropriate teams.
• Input and update case files within CRMs and manage call dashboards and reporting.

Conhecimentos

Customer service

Call center

CRM systems

Empathy

Active listening

Verbal communication

Written communication

Typing speed

Time management

Problem solving

Ferramentas

Salesforce

Medflyt

Verint

Descrição da oferta de emprego

Care Specialist (Pittsburgh, PA / Hybrid)

Harrisburg, PA

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 Specialist I for our team in Pennsylvania!

This is a full-time hybrid position and will require a mandatory 3 days into our offices located in Harrisburg, PA.

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, asindicatedby call reviews and after call surveys
• Inputaccuratedataentry ofsensitiveinformation
• 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
• Display empathy, actively listening, and clearly communicate with callers to ensure their needs are addressed and to foster a positive experience andrelationship
• Address all questions or complaints, and providean accurateand efficient response time of resolution; consistently meet internal service level agreements and goalsin a timelymanner
• Follow up and engage with patients and caregivers via phonecalls,SMS,andemails, 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 patientassistanceand support; elevate unresolved patient and caregiver issues to theappropriate teamsto ensure a quick turnaround time andresolution
• Adhere to a revolving monthly client service and compliancestandard
• Effectively input and update the case file and account data withinCRMs
• Manage call dashboards and reporting toassistin managingassignments

Ideal Candidate Will Possess:

• Must be willing and able to travel to our Pittsburgh, PA office, PA office 3 times a week - This is a full time in-office position
• Previous experience in a Customer Service environment
• At least1 year of experiencein high-volume inbound call center or contact centerenvironment
• Experience with CRMs or Workforce Technology – Salesforce,Medflyt, and Verint
• A passion for providinga high levelof customer service, including the ability to show empathy, activelisteningandpatience
• Ability to organize, set priorities and manage timeeffectively
• 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

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

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

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