Patient Care Coordinator

2 weeks ago

Harrisburg, Pennsylvania, United States FREEDOM CARE , LLC Full time

About FreedomCare:
FreedomCare is a pioneering organization in the healthcare sector, transforming the landscape of home care services. Our mission is to provide dignity and support to individuals requiring assistance in their homes, as well as to the dedicated caregivers who serve them. As the largest consumer-directed home care agency in New York State, we are continuously expanding our operations and embracing innovative, technology-driven solutions.

Core Values:
We are guided by our fundamental values that shape the quality of care we provide:

  • Here For You: A commitment to service, empathy, and availability.
  • Own It: Demonstrating drive and accountability.
  • Do the Right Thing: Upholding high integrity.
  • Be Positive: Maintaining a constructive attitude and a proactive approach to challenges.

Position Overview:
We are seeking a dedicated Care Coordinator to join our team. In this role, you will collaborate closely with waiver members, caregivers, and various stakeholders to ensure a seamless customer service experience while guaranteeing that our clients receive the necessary care. Your positive attitude and ability to turn challenges into opportunities will be highly valued. We provide comprehensive in-house training to equip you with a deep understanding of our programs and ongoing career development opportunities.

Key Responsibilities:

  • Handle a significant volume of inbound and outbound communications in a dynamic customer service environment, meeting established metrics and quality standards.
  • Exhibit empathy, actively listen, and communicate effectively with callers to address their needs and foster positive relationships.
  • Assess and resolve inquiries from patients and caregivers, understanding the context of their calls.
  • Facilitate the onboarding process for new caregivers, including orientation and documentation.
  • Support patients and caregivers throughout their care journey by:
    • Addressing inquiries and complaints with prompt and accurate responses.
    • Serving as a primary contact for non-clinical caregiver inquiries.
    • Engaging with patients and caregivers through various communication channels.
    • Assisting with caregiver payroll, scheduling, and compliance.
    • Conducting compliance calls with patients.
    • Ensuring caregivers meet annual training requirements.
    • Resolving payroll issues for caregivers.
    • De-escalating customer concerns and escalating unresolved issues as necessary.
    • Maintaining accurate case files and data within our CRM system.
    • Managing call dashboards and reporting to track assignments.

Ideal Candidate Qualifications:

  • Minimum of 1 year of relevant experience.
  • Possession of HHA or PCA certification, or willingness to obtain certification.
  • Self-motivated with the ability to work independently.
  • Bilingual in English and Spanish.
  • Experience in a high-volume customer service environment.
  • Strong customer focus and adaptability to diverse personalities.
  • Ability to build lasting relationships with patients and caregivers.
  • Excellent communication skills, both written and verbal.
  • Attention to detail and commitment to data accuracy.
  • Proven ability to meet or exceed performance targets.
  • Effective time management and multitasking abilities.
  • Proactive approach with a commitment to excellence.
  • Flexibility to adapt to evolving responsibilities.

Why Choose FreedomCare?
At FreedomCare, we prioritize our employees' experience, offering competitive compensation, comprehensive benefits, retirement plans, wellness initiatives, engaging company events, and continuous learning opportunities for career advancement. Here, your contributions are valued, and your work makes a meaningful impact on the lives of others. We celebrate diversity and are committed to fostering an inclusive environment for all employees.

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