Care Support Specialist (New Hyde Park, NY / Hybrid)

September 11

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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

• Provide high-level empathic customer service • Ensure a high-quality customer experience for patients, caregivers, and health plans • Accurately follow processes and procedures according to department guidelines • Consistently meet monthly performance metrics of call availability, efficiency, quality, and wellness reviews • Resolve and update pending issues for patients and caregiver employees a • Manage a high volume inbound Service Center Calls • Follow up with patients, caregivers, and health plans for time-sensitive inquiries and escalations • Maintain exceptional customer service for all callers • Input accurate data entry of sensitive information • Conduct wellness review over the phone and record reviews to ensure service delivery of caregivers and compliance • Screen patients and caregivers for additional programs and benefits • Maintain reliable work schedules • Assist patients and their family members in planning necessary home-care shifts • Display empathy and actively listen to ensure their needs are addressed

Requirements

• Previous experience in a Customer Service environment • At least 2 years of experience in high-volume inbound call center or contact center environment • Experience with CRMs or Workforce Technology – Salesforce, Medflyt, and Verint • A 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. • Three years of relevant experience in a healthcare call center or contact center environment • Healthcare/startup experience • Bilingual in Spanish, Creole, or other languages desired • Experience in HR Service center is preferred

Benefits

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