Care Support Specialist

3 weeks ago

North New Hyde Park, New York, United States FREEDOM CARE , LLC Full time
About the Role

We are seeking a highly skilled Care Support Specialist to join our team at FREEDOM CARE , LLC. As a Care Support Specialist, you will play a vital role in guiding patients and caregivers through their home care journey, providing a high-level empathic customer service experience, and ensuring that our patients receive the care they need and feel heard and cared for.

Key Responsibilities
  • Ensure a high-quality customer experience for patients, caregivers, and health plans, while maintaining our desired service throughout the daily call volume in a contact center environment through First Call Resolution, demonstrating FreedomCare's values of ensuring care and compassion with a positive, helpful demeanor.
  • Accurately follow process and procedures according to department guidelines to ensure we are consistently delivering strong quality levels and customer experience.
  • Consistently meets monthly performance metrics of call availability, efficiency, quality, and wellness reviews.
  • Resolve and update pending issues for patients and caregiver employees HR related issues.
Requirements
  • Previous experience in a Customer Service environment.
  • High-volume inbound call center or contact center environment (at least 2 years).
  • Experience with CRMs or Workforce Technology - Salesforce, Medflyt, and Verint (preferable).
  • 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-escalation frustrated callers successfully.
  • Attention to detail in reviewing records.
  • Ability to meet and/or exceed targets or metrics.
  • Computer proficiency required; strong typing skills and ability to leverage technology and resolve customer issues efficiently while notetaking/multitasking.
  • Ability to come into our New Hyde Park, NY's FreedomCare office 3 times a week (Tuesdays, Wednesdays and Thursdays). Must have reliable transportation to commute into the office on a weekly basis.
Why Work at FREEDOM CARE , LLC?

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 FREEDOM CARE , LLC, 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.

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