Benefits Specialist (Call Center)

August 27

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FreedomCare

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America’s leading home care provider. Hire family or friends for daily care, and the caregiver gets paid.

Home Health Care

501 - 1000

Description

• The Wellness Coordinator role focuses on enhancing the Caregiver’s experience by deconstructing complex benefits concepts into digestible pieces to ensure the comprehension of benefits, drive utilization, and improve caregiver satisfaction • Provides exceptional customer service while delivering benefits orientations and assisting with health plans, employment verifications, and more • Conduct individualized orientations for our Caregivers to educate them on benefits available to them, ensuring a clear understanding of options, enrollment processes, and maximizing their benefits. • Providing accrual status and processing sick time through Empeon and Medflyt, as needed • Updating Caregiver information, as needed, to ensure the delivery of care packages • Complete employment verifications in a timely manner using Salesforce, Empeon and Knowledge Base to retrieve accurate information • Provide clear call summaries through detailed notes on Talk Desk with defined action items for follow up as needed • Work in FlexFacts portal to assist with reimbursements and allocating funds • Completed email cases assigned to you in Salesforce data base within 24 – 48 hours • Answering calls that come in on the shared line and must ensure we provided first contact resolution • Ability to navigate multiple platforms in a fast-paced environment • Demonstrate ability to navigate challenging conversations and address caller's concerns with empathy and compassion. • Consistently meet internal service level agreements and metrics

Requirements

• 1+ years of relevant experience in a similar position • Experience in high-volume inbound and outbound call environment • Proven track record of strong customer focus and adaptability in a high call volume environment • Effective written and verbal communication skills with the ability to engage with diverse audiences • A passion for providing a high level of customer service, including the ability to show empathy, active listening and patience. • Ability to multitask, set priorities, and manage time effectively • Technical proficiency with the ability to navigate through multiple systems; while maintaining attention to detail and data accuracy • Demonstrates fluency over all tools and resources specific to the role, with heavy reliance on Excel • Ability to embrace change and departmental growth in an evergreen environment

Benefits

• Competitive compensation • Medical benefits • Retirement plans • Wellness programs • Fun company events • Ongoing learning opportunities