Care Support Specialist

4 weeks ago

New Hyde Park, New York, United States FREEDOM CARE , LLC Full time
Job Summary

We are seeking a highly skilled Care Support Specialist to join our team at FreedomCare, LLC. As a key member of our Care Team, you will be responsible for guiding patients and caregivers through their home care journey, providing empathetic customer service, and ensuring that our patients receive the care they need.

Key Responsibilities:

  • Manage high-volume inbound service center calls dealing with human resources related inquiries and process patient and health plan care requests.
  • Follow up with patients, caregivers, and health plans for time-sensitive inquiries and escalations.
  • Maintain exceptional customer service for all callers, as indicated by call reviews and after-call surveys.
  • Input accurate data entry of sensitive information.
  • Conduct wellness reviews over the phone and record reviews to ensure service delivery of caregivers and compliance.
  • Screen patients and caregivers for additional programs and benefits to enhance their lives.
  • Maintain reliable work schedules with required 2 weeks' notice for planned in advance.
  • Assist patients and their family members in planning necessary home-care shifts.
  • Display empathy, actively listen, and clearly communicate with callers to ensure their needs are addressed and to foster a positive experience and relationship.
  • Address all questions or complaints and provide an accurate and efficient response time of resolution; consistently meet internal service level agreements and goals in a timely manner.
  • Follow up and engage with patients and caregivers via phone calls, SMS, and emails, in a professional manner.
  • Serve as a key point-of-contact for enrolled caregivers such as for pay discrepancies, timesheet errors, direct deposit change, schedule change of caregivers, and more.
  • De-escalate situations involving dissatisfied customers, offering patient assistance and support; escalate unresolved patient and caregiver issues to the appropriate teams to ensure a quick turnaround time and resolution.
  • Adhere to a revolving monthly client service and compliance standard.
  • Effectively input and update the case file and account data within CRMs.
  • Manage call dashboards and reporting to assist in managing assignments.

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-escalating 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.

Nice-to-Haves:

  • Three years of relevant experience in a healthcare call center or contact center environment.
  • Healthcare/startup experience (preferable).
  • Bilingual in Spanish, Creole, or other languages desired.
  • Some additional experience in HR service center is preferred.

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