Remote Case Resolution Specialist I

FreedomCare LLC; Elm (PA); Remote; USD 38,000 - 56,000; Full time

Job summary

FreedomCare LLC in Pennsylvania is seeking a Case Resolution Specialist I to support patients and health plans through onboarding, enrollment, and service restoration across our Pennsylvania homecare program. This remote role includes occasional travel to the nearest FreedomCare hub and requires managing high-volume calls with empathy and precision.

You will coordinate with Intake, Care Teams, and health plans to authorize services, document patient interactions in Salesforce, and hit monthly

Qualifications

• Experience managing a high volume of inbound and outbound calls.
• Ability to provide empathetic, patient customer service.
• Ability to articulate case statuses with detailed notes in Salesforce.
• Computer proficiency; typing skills and ability to leverage technology to resolve issues.
• Previous experience in a customer service environment.
• High-volume inbound call center or contact center experience (2+ years).
• Proficiency with Salesforce CRM.
• Strong organizational and time-management skills.
• Excellent verbal and written communication.
• Ability to resolve issues by phone while defusing frustrated callers.
• Attention to detail in reviewing records.
• Ability to meet targets/metrics.
• Notetaking and multitasking abilities.

Responsibilities

• Provide high-level customer service through one-call resolution with a positive demeanor.
• Meet monthly metrics for starting patients on Care and call handling.
• Serve as the primary point of contact for patients and caregivers restoring services.
• Maintain timely email, chat, and voicemail responses.
• Document patient and caregiver interactions in Salesforce and other systems.

Skills

Inbound calls

Empathy

Active listening

Salesforce

Typing skills

Customer service

Time management

Communication skills

Tools

Salesforce

Job description

FreedomCare LLC in Pennsylvania is seeking a Case Resolution Specialist I to support patients and health plans through onboarding, enrollment, and service restoration across our Pennsylvania homecare program. This remote role includes occasional travel to the nearest FreedomCare hub and requires managing high-volume calls with empathy and precision.

You will coordinate with Intake, Care Teams, and health plans to authorize services, document patient interactions in Salesforce, and hit monthly