****Contact Center Representative – Customer Service & Sales

Careforth, Inc.; Boston (MA); Hybrid; USD 22,000 - 32,000; Full time

Benefits offered by this job

Remote-friendly culture

Wellness program

Job summary

Careforth, Inc. in Boston seeks a Contact Center Representative to serve as the front door for our caregiving services. You will handle intake, provide empathetic customer service, and guide eligible caregivers through enrollment while coordinating with referrals and care recipients.

You will work in a remote-first environment with flexible schedules and a focus on compassionate, compliant service. Prior healthcare intake or customer service is preferred, and Salesforce experience is a plus.

Qualifications

• 2+ years of customer service or intake experience, preferably in a healthcare environment.
• 1-2 years of phone sales experience.
• Ability to connect quickly with others using empathy, inquiry, and advocacy.
• Strong written and verbal communication skills with attention to detail.
• Ability to multitask in a fast-paced environment using multiple systems.
• Bilingual skills are a plus.

Responsibilities

• Deliver exceptional customer service using empathy, inquiry and advocacy.
• Engage with caregivers, care recipients, and referral sources through inbound and outbound communication via phone, email and chat.
• Provide caregivers and referral sources with information and resources specific to geographic location and care needs.
• Conduct proactive outreach and follow-up to expedite the eligibility and enrollment process.
• Gather and document eligibility information, including demographic, clinical and financial qualification criteria.
• Maintain compliance with regulations and company protocols.
• Collaborate and communicate cross functionally to ensure seamless case handoff.
• Perform other duties as assigned.

Skills

Customer service

Phone sales

Empathy

Communication skills

Multitasking

Salesforce

Bilingual

Tools

Salesforce

Job description

About Us

A pioneer in the caregiving space, Careforth supports family caregivers across the United States to confidently care for their loved ones at home. Through a combination of in-person home visits, remote coaching and our proprietary digital collaboration app, we provide caregivers with support, guidance, confidence, and connection to resources they need. The Caregivers and families we support stay with Careforth for many years, building lasting relationships along the way. Join us today and live our values: lead with heart, cultivate trust, go beyond.

Position Summary

As a Contact Center Representative, you will play a pivotal role as the “front door” to Careforth’s services, providing support and advocacy to caregivers who may be eligible for services. You will provide intake and customer service, as well as guide individuals through the eligibility and enrollment process. This role is integral to ensuring that eligible caregivers and their care recipients receive the care and support they need.

What You Will Do

• Deliver exceptional customer service using empathy, inquiry and advocacy
• Engage with caregivers, care recipients, and referral sources through inbound and outbound communication via phone, email and chat
• Provide caregivers and referral sources with information and resources specific to geographic location and care needs
• Conduct proactive outreach and follow-up to expedite the eligibility and enrollment process
• Gather and document eligibility information, including demographic, clinical and financial qualification criteria
• Maintain compliance with regulations and company protocols
• Collaborate and communicate cross functionally to ensure seamless case handoff
• Perform other duties as assigned

What You Will Bring

• 2+ years of customer service or intake experience, preferably in a healthcare environment
• 1-2 years of phone sales experience
• Ability to connect quickly with others using empathy, inquiry, and advocacy
• Strong written and verbal communication skills with attention to detail
• Ability to multitask in a fast-paced environment using multiple systems
• Salesforce experience is a plus
• Bilingual skills are a plus

You’ll Benefit From

At Careforth your well-being matters. With flexible schedules, a remote-first culture, and a nationally recognized wellness program, our benefits are designed to help you thrive, both professionally and personally. Discover how we invest in you: https://careforth.com/careers/#benefits

The pay range for this position is $16.69 to $22.51 an hour. The actual wage offered may be lower or higher depending on budget and candidate experience, knowledge, skills, qualifications, and geographic location. #LI - Remote (exceptions NY)

Join Our Award Winning Team

Founded in Boston, Careforth's caregiver programs and services improve health outcomes, keeping care at home longer. Additionally, our programs provide financial benefit to caregivers and cost savings to state agencies and health plans. At Careforth, we understand the challenges of caregiving and are committed to supporting family caregivers at every turn.

Caregivers play a critical role in the future of healthcare—and so can you.

Careforth is an Equal Opportunity Employer*

DISCLAIMER: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job.

*Careforth supports families with diverse backgrounds and as an equal opportunity employer, we seek employees who reflect the diverse population we serve. Careforth complies with all applicable laws concerning hiring and employment practices and is firmly committed to fostering and maintaining a workplace free from discrimination. We pledge to hire, train, and promote our employees without regard to race, religion, gender, gender identity, genetic information, age, national origin, sexual orientation, disability, veteran status, or any other category protected by applicable law.

Careforth strives to create experiences that are accessible and welcoming to everyone, including making www.careforth.com and the careers site accessible to any and all users. If you would like to contact us regarding the company’s diversity, equity and inclusion initiatives, inquire about a specific accessibility need or the accessibility of our website, or if you need assistance completing an application process, please contact People & Culture at 866-797-2333.