benefits
- to enhance their lives.
- Maintain r eliable work schedules with required
- 2 weeks' notice for planned in advance.
- Ass ist 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 pr ofessional 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.
- Ideal Candidate Will Possess: 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.
- Nice-to-Haves: 3+ years of relevant experience in a healthcare call center or contact center environment.
- Healthcare/startup experience (preferable).
- Bilingual in Spanish, Creole, or other languages is a plus.
- Some additional experience in HR service center is preferred.
- 2 years of hands-on experience with seniors
- Why work at FreedomCare?
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 FreedomCare, 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, citizenship or immigration status, status as an individual with a disability, or other applicable legally protected characteristics.
At FreedomCare, base pay is one part of our total compensation package and is determined within a range. This provides our employees with the opportunity to professionally grow and develop within a role. The base pay range for this role is between $19.15 and $23.00 an hour at the commencement of your first year of employment. Compensation decisions are dependent upon a variety of factors which may include, but are not limited to: skill set, years of relevant experience, education, location, and licensure/certifications.
