About our Company

FreedomCare is a healthcare company that has been dedicated to revolutionizing the home care industry since 2016. We support our patients by ensuring they have the power to choose a caregiver who will care for them in the comfort of their own homes. Our mission spans coast to coast, supporting patients across the U.S.

We pride ourselves on our values which drive the level of care that we deliver to our patients:

• Here For You (An attitude of service, empathy, and availability)
• Own It (Drive and ownership)
• Do the Right Thing (High integrity)
• Be Positive (Great attitude and a can-do positive approach to challenges)

Join our team and make a positive impact on the lives of others! We are looking for a Field Care Coordinator for our team in Pennsylvania.

This is a field-based role, requiring frequent travel within the Philadelphia, PA and neighboring areas to visit FreedomCare's patients.

Candidates applying must either currently hold Direct Care Worker (DCW) qualifications or be willing to obtain them. A valid driver's license and a reliable method of transportation are also required.

Position Overview:

The Field Care Specialist works closely with our patients, caregivers, and other stakeholders in the business. Your goal will be to provide a seamless Customer Service experience, while ensuring that our clients are receiving the care they need. We value your can-do positive attitude and desire to turn a negative into a positive. You will receive excellent in-house training which will help you develop a thorough understanding of our program. We will nurture your talent and provide continued career development opportunities, from your induction and throughout your career with us. 

Responsibilities: 

• Schedule and perform initial home assessments (virtual and in-person) to screen for Home Health functional scale eligibility (ADL/IADL); develop caregiver emergency backup plan 
• Serve as an internal expert on the waiver member and caregiver onboarding experience, assisting orientation and remote onboarding from start to finish to ensure consent and acceptance 
• Perform In-Home Assessments quarterly for all assigned cases on care  
• Ensure compliant annual training for each caregiver that reflects the waiver members assessed needs through in person or web-based training or in another manner that is meaningful to the Caregiver  
• Ensure annual TB Risk Assessments are completed by each caregiver via DocuSign process
• Ensure compliance with provisional background checks 
• Conduct internal audits of current on-care records to ensure compliance with state regulations 
• Serve as an on-call backup for emergent patient situations where caregiver is not available 
• Participate in meetings, provider fairs, and other stakeholder functions within the assigned area of coverage 
• Escalate Participant and Caregiver related issues to leadership, such as noticeable decline in the Participants health (as identified during quarterly visits), any indications of abuse or neglect, etc.  
• Perform additional home visits if the need is identified during the Care Team’s review of Daily Notes or through other contact with the Participant or Caregiver 
• Track all activities through entries into CRM (Salesforce)
• Function within the timeframes of a fast-paced home healthcare environment
• Performs other duties as required or assigned

Ideal Candidate Will Possess:

• A Bachelor's degree or equivalent work experience 
• Reliable transportation with the ability to travel to patient homes throughout surrounding areas, as needed
• +2 years of experience working with the frail or elderly disabled adults and caregivers 
• 1-2 years of call center, telephonic outreach, customer service or other similar experience (required) 
• 1-3 years of medical field experience and/or case management; experience updating and maintaining case notes 
• The ability to assess patient health risk and any risk within the home 
• The ability to exercise judgement independently and voice noticeable issues or trends 
• Strong verbal and written communication skills; ability to establish strong rapport to effectively communicate, guide, educate, and support members and caregivers 
• Strong problem-solving skills; able to identify issues and escalate when appropriate 
• Excellent time management, critical thinking and active listening skills; able to multitask 
• Possesses a high level of empathy and emotional intelligence  
• Strong proficiency in computer software navigation and mobile applications
• Always maintain patient confidentiality; understands and adheres to HIPAA guidelines

Nice-to-Haves:

• 2+ years of relevant experience in a similar position is preferred
• Salesforce experience is preferred
• 2+ years of customer service experience 
• Bilingual in Spanish, or other languages, desired

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, status as an individual with a disability, citizenship or immigration status, or other applicable legally protected characteristics.

#INDHV

About or Company

FreedomCare is a healthcare company that has been dedicated to revolutionizing the home care industry since 2016. We support our patients by ensuring they have the power to choose a caregiver who will care for them in the comfort of their own homes. Our mission spans coast to coast, supporting patients across the U.S.

We pride ourselves on our values which drive the level of care that we deliver to our patients:

• Here For You (An attitude of service, empathy, and availability)
• Own It (Drive and ownership)
• Do the Right Thing (High integrity)
• Be Positive (Great attitude and a can-do positive approach to challenges)

Join our team and make a positive impact on the lives of others! We are looking for a Field Care Coordinator for our team in Pennsylvania.

This is a field-based role, requiring frequent travel within the Philadelphia, PA and neighboring areas to visit FreedomCare's patients.

Candidates applying must either currently hold Direct Care Worker (DCW) qualifications or be willing to obtain them. A valid driver's license and a reliable method of transportation are also required.

Position Overview:

The Field Care Specialist works closely with our patients, caregivers, and other stakeholders in the business. Your goal will be to provide a seamless Customer Service experience, while ensuring that our clients are receiving the care they need. We value your can-do positive attitude and desire to turn a negative into a positive. You will receive excellent in-house training which will help you develop a thorough understanding of our program. We will nurture your talent and provide continued career development opportunities, from your induction and throughout your career with us. 

Responsibilities: 

• Schedule and perform initial home assessments (virtual and in-person) to screen for Home Health functional scale eligibility (ADL/IADL); develop caregiver emergency backup plan 
• Serve as an internal expert on the waiver member and caregiver onboarding experience, assisting orientation and remote onboarding from start to finish to ensure consent and acceptance 
• Perform In-Home Assessments quarterly for all assigned cases on care  
• Ensure compliant annual training for each caregiver that reflects the waiver members assessed needs through in person or web-based training or in another manner that is meaningful to the Caregiver  
• Ensure annual TB Risk Assessments are completed by each caregiver via DocuSign process
• Ensure compliance with provisional background checks 
• Conduct internal audits of current on-care records to ensure compliance with state regulations 
• Serve as an on-call backup for emergent patient situations where caregiver is not available 
• Participate in meetings, provider fairs, and other stakeholder functions within the assigned area of coverage 
• Escalate Participant and Caregiver related issues to leadership, such as noticeable decline in the Participants health (as identified during quarterly visits), any indications of abuse or neglect, etc.  
• Perform additional home visits if the need is identified during the Care Team’s review of Daily Notes or through other contact with the Participant or Caregiver 
• Track all activities through entries into CRM (Salesforce)
• Function within the timeframes of a fast-paced home healthcare environment
• Performs other duties as required or assigned

Ideal Candidate Will Possess:

• A Bachelor's degree or equivalent work experience 
• Reliable transportation with the ability to travel to patient homes throughout surrounding areas, as needed
• +2 years of experience working with the frail or elderly disabled adults and caregivers 
• 1-2 years of call center, telephonic outreach, customer service or other similar experience (required) 
• 1-3 years of medical field experience and/or case management; experience updating and maintaining case notes 
• The ability to assess patient health risk and any risk within the home 
• The ability to exercise judgement independently and voice noticeable issues or trends 
• Strong verbal and written communication skills; ability to establish strong rapport to effectively communicate, guide, educate, and support members and caregivers 
• Strong problem-solving skills; able to identify issues and escalate when appropriate 
• Excellent time management, critical thinking and active listening skills; able to multitask 
• Possesses a high level of empathy and emotional intelligence  
• Strong proficiency in computer software navigation and mobile applications
• Always maintain patient confidentiality; understands and adheres to HIPAA guidelines

Nice-to-Haves:

• 2+ years of relevant experience in a similar position is preferred
• Salesforce experience is preferred
• 2+ years of customer service experience 
• Bilingual in Spanish, or other languages, desired

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, status as an individual with a disability, citizenship or immigration status, or other applicable legally protected characteristics.

#INDHV

Make a Difference in Healthcare: Join FreedomCare in Pennsylvania!

Are you passionate about helping others and building a rewarding career in healthcare?

We're building a talent pool of strong customer service professionals for FreedomCare Pennsylvania. We're searching for talented and motivated individuals interested in any of the following roles:

• HomeCare Sales Specialist I: connect and engage with individuals over the phone to build relationships with those interested in having home care support for themselves or a loved one
• Intake Specialist I: collaborate closely with patients and caregivers to educate and assist them through the application and enrollment process for our supported programs, with the goal of completing eligibility and onboarding them over the phone.
• Onboarding Specialist I: guide patients and caregivers through the onboarding and orientation process of joining FreedomCare.
• Care Support Specialist I: support patients and caregivers throughout their home care journey over phone calls, ensuring that patients receive the care they need and feel heard and valued.
• Field Care Coordinator: supports patients and caregivers throughout their home care journey in person, ensuring that patients receive the care they need while feeling heard and valued. This role requires frequent travel to patients’ homes.

Ideal Candidate Will Possess: 

• Customer Service Excellence: a passion for delivering high-quality customer service, including the ability to manage a high-volume inbound and outbound call queue. Must demonstrate empathy, active listening, patience, and the ability to handle difficult situations with professionalism and care.
• Communication Skills: exceptional verbal and written communication skills, with the ability to convey empathy and compassion to patients and caregivers.
• Emotional Intelligence & Teamwork: strong emotional intelligence, active listening skills, and the ability to collaborate effectively within a team environment.
• Problem-Solving Abilities: proven ability to resolve issues over the phone, including de-escalating frustrated callers and addressing concerns with confidence and composure.
• Time Management & Multitasking: excellent time management skills with the ability to prioritize tasks, meet and exceed expectations, and manage multiple responsibilities simultaneously while supporting patients and caregivers.
• Technical Proficiency: strong computer skills, including fast and accurate typing, and the ability to leverage technology to resolve customer issues efficiently while taking notes and multitasking.

These are hybrid positions requiring employees to commute to their designated FreedomCare Pennsylvania office 2–3 days per week. Each candidate will be assigned to the office location closest to their residence, which may be in Philadelphia, Harrisburg, or Pittsburgh.

**Please be aware that this is a Pipeline Talent Pool requisition. We will reach out to you once new job opportunities become available**

Why Join Us?

• Impact Lives: You'll play a vital role in supporting individuals and their families in need.
• Growth Opportunities: We offer a supportive environment for professional development and advancement.
• Competitive Benefits: Enjoy a comprehensive benefits package including competitive compensation, medical benefits, retirement plans, wellness programs, fun company events and ongoing learning opportunities.

FreedomCare is a place where your voice matters, your work has meaning, and your career can thrive.

About our Company

FreedomCare is a healthcare company that has been dedicated to revolutionizing the home care industry since 2016. We support our patients by ensuring they have the power to choose a caregiver who will care for them in the comfort of their own homes. Our mission spans coast to coast, supporting patients across the U.S.

We pride ourselves on our values which drive the level of care that we deliver to our patients:

• Here For You (An attitude of service, empathy, and availability)
• Own It (Drive and ownership)
• Do the Right Thing (High integrity)
• Be Positive (Great attitude and a can-do positive approach to challenges)

Join our team and make a positive impact on the lives of 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, status as an individual with a disability, citizenship or immigration status, or other applicable legally protected characteristics.

Review all current available job opportunities here: Jobs - Freedom Care

#INDHV

Make a Difference in Healthcare: Join FreedomCare in Pennsylvania!

Are you passionate about helping others and building a rewarding career in healthcare?

We're building a talent pool of strong customer service professionals for FreedomCare Pennsylvania. We're searching for talented and motivated individuals interested in any of the following roles:

• HomeCare Sales Specialist I: connect and engage with individuals over the phone to build relationships with those interested in having home care support for themselves or a loved one
• Intake Specialist I: collaborate closely with patients and caregivers to educate and assist them through the application and enrollment process for our supported programs, with the goal of completing eligibility and onboarding them over the phone.
• Onboarding Specialist I: guide patients and caregivers through the onboarding and orientation process of joining FreedomCare.
• Care Support Specialist I: support patients and caregivers throughout their home care journey over phone calls, ensuring that patients receive the care they need and feel heard and valued.
• Field Care Coordinator: supports patients and caregivers throughout their home care journey in person, ensuring that patients receive the care they need while feeling heard and valued. This role requires frequent travel to patients’ homes.

Ideal Candidate Will Possess: 

• Customer Service Excellence: a passion for delivering high-quality customer service, including the ability to manage a high-volume inbound and outbound call queue. Must demonstrate empathy, active listening, patience, and the ability to handle difficult situations with professionalism and care.
• Communication Skills: exceptional verbal and written communication skills, with the ability to convey empathy and compassion to patients and caregivers.
• Emotional Intelligence & Teamwork: strong emotional intelligence, active listening skills, and the ability to collaborate effectively within a team environment.
• Problem-Solving Abilities: proven ability to resolve issues over the phone, including de-escalating frustrated callers and addressing concerns with confidence and composure.
• Time Management & Multitasking: excellent time management skills with the ability to prioritize tasks, meet and exceed expectations, and manage multiple responsibilities simultaneously while supporting patients and caregivers.
• Technical Proficiency: strong computer skills, including fast and accurate typing, and the ability to leverage technology to resolve customer issues efficiently while taking notes and multitasking.

These are hybrid positions requiring employees to commute to their designated FreedomCare Pennsylvania office 2–3 days per week. Each candidate will be assigned to the office location closest to their residence, which may be in Philadelphia, Harrisburg, or Pittsburgh.

**Please be aware that this is a Pipeline Talent Pool requisition. We will reach out to you once new job opportunities become available**

Why Join Us?

• Impact Lives: You'll play a vital role in supporting individuals and their families in need.
• Growth Opportunities: We offer a supportive environment for professional development and advancement.
• Competitive Benefits: Enjoy a comprehensive benefits package including competitive compensation, medical benefits, retirement plans, wellness programs, fun company events and ongoing learning opportunities.

FreedomCare is a place where your voice matters, your work has meaning, and your career can thrive.

About our Company

FreedomCare is a healthcare company that has been dedicated to revolutionizing the home care industry since 2016. We support our patients by ensuring they have the power to choose a caregiver who will care for them in the comfort of their own homes. Our mission spans coast to coast, supporting patients across the U.S.

We pride ourselves on our values which drive the level of care that we deliver to our patients:

• Here For You (An attitude of service, empathy, and availability)
• Own It (Drive and ownership)
• Do the Right Thing (High integrity)
• Be Positive (Great attitude and a can-do positive approach to challenges)

Join our team and make a positive impact on the lives of 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, status as an individual with a disability, citizenship or immigration status, or other applicable legally protected characteristics.

Review all current available job opportunities here: Jobs - Freedom Care

#INDHV

Make a Difference in Healthcare: Join FreedomCare in Pennsylvania!

Are you passionate about helping others and building a rewarding career in healthcare?

We're building a talent pool of strong customer service professionals for FreedomCare Pennsylvania. We're searching for talented and motivated individuals interested in any of the following roles:

• HomeCare Sales Specialist I: connect and engage with individuals over the phone to build relationships with those interested in having home care support for themselves or a loved one
• Intake Specialist I: collaborate closely with patients and caregivers to educate and assist them through the application and enrollment process for our supported programs, with the goal of completing eligibility and onboarding them over the phone.
• Onboarding Specialist I: guide patients and caregivers through the onboarding and orientation process of joining FreedomCare.
• Care Support Specialist I: support patients and caregivers throughout their home care journey over phone calls, ensuring that patients receive the care they need and feel heard and valued.
• Field Care Coordinator: supports patients and caregivers throughout their home care journey in person, ensuring that patients receive the care they need while feeling heard and valued. This role requires frequent travel to patients’ homes.

Ideal Candidate Will Possess: 

• Customer Service Excellence: a passion for delivering high-quality customer service, including the ability to manage a high-volume inbound and outbound call queue. Must demonstrate empathy, active listening, patience, and the ability to handle difficult situations with professionalism and care.
• Communication Skills: exceptional verbal and written communication skills, with the ability to convey empathy and compassion to patients and caregivers.
• Emotional Intelligence & Teamwork: strong emotional intelligence, active listening skills, and the ability to collaborate effectively within a team environment.
• Problem-Solving Abilities: proven ability to resolve issues over the phone, including de-escalating frustrated callers and addressing concerns with confidence and composure.
• Time Management & Multitasking: excellent time management skills with the ability to prioritize tasks, meet and exceed expectations, and manage multiple responsibilities simultaneously while supporting patients and caregivers.
• Technical Proficiency: strong computer skills, including fast and accurate typing, and the ability to leverage technology to resolve customer issues efficiently while taking notes and multitasking.

These are hybrid positions requiring employees to commute to their designated FreedomCare Pennsylvania office 2–3 days per week. Each candidate will be assigned to the office location closest to their residence, which may be in Philadelphia, Harrisburg, or Pittsburgh.

**Please be aware that this is a Pipeline Talent Pool requisition. We will reach out to you once new job opportunities become available**

Why Join Us?

• Impact Lives: You'll play a vital role in supporting individuals and their families in need.
• Growth Opportunities: We offer a supportive environment for professional development and advancement.
• Competitive Benefits: Enjoy a comprehensive benefits package including competitive compensation, medical benefits, retirement plans, wellness programs, fun company events and ongoing learning opportunities.

FreedomCare is a place where your voice matters, your work has meaning, and your career can thrive.

About our Company

FreedomCare is a healthcare company that has been dedicated to revolutionizing the home care industry since 2016. We support our patients by ensuring they have the power to choose a caregiver who will care for them in the comfort of their own homes. Our mission spans coast to coast, supporting patients across the U.S.

We pride ourselves on our values which drive the level of care that we deliver to our patients:

• Here For You (An attitude of service, empathy, and availability)
• Own It (Drive and ownership)
• Do the Right Thing (High integrity)
• Be Positive (Great attitude and a can-do positive approach to challenges)

Join our team and make a positive impact on the lives of 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, status as an individual with a disability, citizenship or immigration status, or other applicable legally protected characteristics.

Review all current available job opportunities here: Jobs - Freedom Care

#INDHV

FreedomCare is a healthcare company that has been dedicated to revolutionizing the home care industry since 2016. We support our patients by ensuring they have the power to choose a caregiver who will care for them in the comfort of their own homes. Our mission spans coast to coast, supporting patients across the U.S.

We pride ourselves on our values which drive the level of care that we deliver to our patients:

• Here For You (An attitude of service, empathy, and availability)
• Own It (Drive and ownership)
• Do the Right Thing (High integrity)
• Be Positive (Great attitude and a can-do positive approach to challenges)

Join our team and make a positive impact on the lives of others! We are looking for an Care Specialist I for our team in Pennsylvania!

Must be willing and able to travel to our Pittsburgh, PA office 5 times a week - This is a full time in-office position 

Department & Position Overview:

Working closely with clients, caregivers and departments across the business, your goal will be to provide a seamless Customer Service experience, while ensuring that our clients are receiving the care they need. We value your can-do positive attitude and desire to turn a negative into a positive. You will receive excellent in-house training which will help you develop a thorough understanding of our program. We will nurture your talent and provide continued career development opportunities, from your induction and throughout your career with us.

Every Day You Will:

• Manage a high-volume inbound/outbound Service Center Calls dealing with Human Resources related inquiries (time-off, payroll, timekeeping, employee health) 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 status 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
• Display empathy, actively listening, 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   

Ideal Candidate Will Possess:

• This is a full time in-offie position and must be able to travel to our Pittsburgh office 5 days a week 
• Previous experience in a Customer Service environment  
• At least 1 year 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-escalating frustrated callers successfully 
• Attention to detail in reviewing records
• Ability to meet and/or exceed targets/metrics   
• Computer proficiency required; strong typing skills and ability to leverage technology and resolve customer issues efficiently while notetaking/multitasking 

Nice-to-Haves:

• Two years of relevant experience in a healthcare call center or contact center environment
• Healthcare/startup experience
• Bilingual in Spanish, or other languages, desired

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.

#INDHV

FreedomCare is a healthcare company that has been dedicated to revolutionizing the home care industry since 2016. We support our patients by ensuring they have the power to choose a caregiver who will care for them in the comfort of their own homes. Our mission spans coast to coast, supporting patients across the U.S.

We pride ourselves on our values which drive the level of care that we deliver to our patients:

• Here For You (An attitude of service, empathy, and availability)
• Own It (Drive and ownership)
• Do the Right Thing (High integrity)
• Be Positive (Great attitude and a can-do positive approach to challenges)

Join our team and make a positive impact on the lives of others! We are looking for an Care Specialist I for our team in Pennsylvania!

This is a full time in-office position and will require daily commute to our office in Philadelphia, PA. 

Department & Position Overview:

Working closely with clients, caregivers and departments across the business, your goal will be to provide a seamless Customer Service experience, while ensuring that our clients are receiving the care they need. We value your can-do positive attitude and desire to turn a negative into a positive. You will receive excellent in-house training which will help you develop a thorough understanding of our program. We will nurture your talent and provide continued career development opportunities, from your induction and throughout your career with us.

Every Day You Will:

• Manage a high-volume inbound/outbound Service Center Calls dealing with Human Resources related inquiries (time-off, payroll, timekeeping, employee health) 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 status 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
• Display empathy, actively listening, 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   

Ideal Candidate Will Possess:

• Must be willing and able to trave to our Philadelphia, PA office 5 times a week - This is a full time in-office position 
• Previous experience in a Customer Service environment  
• At least 1 year 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-escalating frustrated callers successfully 
• Attention to detail in reviewing records
• Ability to meet and/or exceed targets/metrics   
• Computer proficiency required; strong typing skills and ability to leverage technology and resolve customer issues efficiently while notetaking/multitasking 

Nice-to-Haves:

• Two years of relevant experience in a healthcare call center or contact center environment
• Healthcare/startup experience
• Bilingual in Spanish, or other languages, desired

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.

#INDHV