Remote Case Resolution Specialist

FreedomCare LLC; United States; Remote; USD 42,000 - 54,000; Full time

Benefits offered by this job

Remote work

Flexible schedule

Job summary

FreedomCare LLC is seeking a Case Resolution Specialist I to support patients and caregivers remotely, with occasional travel to the nearest hub in Pennsylvania. You will serve as the primary contact for restoring services, guide enrollment, and coordinate with health plans and providers to ensure timely authorizations.

The role emphasizes compassionate service, high-volume call handling, detailed documentation, and cross-functional collaboration to help patients resume homecare seamlessly.

Qualifications

• Experience handling high-volume inbound and outbound calls.
• Strong customer service with empathy and active listening.
• Ability to document case statuses in Salesforce.
• Proficient computer skills and fast typing.
• Prior customer service experience in a call center.
• Meet monthly metrics for starting patients on care and call handling.
• Navigate health plan portals and Medicaid processes.
• Maintain detailed patient and caregiver records.
• Communicate clearly with patients, caregivers, and health plans.
• Collaborate with Intake, Care Teams, and other departments.

Responsibilities

• Provide one-call resolution with compassionate service.
• Meet monthly performance metrics for starting patients on care.
• Be primary contact for patients and caregivers restoring services.
• Respond to emails and voicemails within one business day.
• Enroll at least 22 patients and caregivers per month in PA program.
• Maintain high-quality service on calls.
• Navigate e-Paces and health plan portals to determine eligibility and obtain authorizations.
• Maintain detailed notes.
• Assist patients? caregivers through onboarding and enrollment.
• Coordinate with health plans to ensure timely authorizations.
• Ensure documentation with PA Department of Health and insurers.
• Work cross-functionally with departments to maximize value.

Skills

High-volume calls

Customer service

Time management

Phone support

Communication

Notetaking

Multitasking

Empathy

EHR/Salesforce familiarity

Tools

Salesforce

Job description

FreedomCare LLC is seeking a Case Resolution Specialist I to support patients and caregivers remotely, with occasional travel to the nearest hub in Pennsylvania. You will serve as the primary contact for restoring services, guide enrollment, and coordinate with health plans and providers to ensure timely authorizations.

The role emphasizes compassionate service, high-volume call handling, detailed documentation, and cross-functional collaboration to help patients resume homecare seamlessly.