Care Support Specialist I (Las Vegas, NV / Hybrid)

$33,280 - $41,600/Yr

Freedomcare - Las Vegas, NV

Full-time - Entry Level

Hybrid - Las Vegas, NV

Professional, Scientific, and Technical Services

About the position

The Care Support Specialist I role at FreedomCare involves providing exceptional customer service to clients and caregivers in a hybrid work environment. The position focuses on managing high-volume inbound and outbound calls related to human resources inquiries and patient care requests, ensuring clients receive the necessary support and care. The role emphasizes empathy, active listening, and effective communication to foster positive relationships and resolve issues efficiently.

Responsibilities

• Manage a high-volume of inbound/outbound service center calls related to HR inquiries and patient 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 and record reviews to ensure service delivery and compliance.
• Screen patients and caregivers for additional programs and benefits.
• Maintain reliable work schedules and display empathy while communicating with callers.
• Address questions or complaints and provide timely resolutions; meet internal service level agreements.
• Follow up and engage with patients and caregivers via phone calls, SMS, and emails.
• Serve as a key point-of-contact for enrolled caregivers regarding pay discrepancies and schedule changes.
• De-escalate situations involving dissatisfied customers and escalate unresolved issues to appropriate teams.
• Adhere to monthly client service and compliance standards.
• Effectively input and update case files and account data within CRMs.
• Manage call dashboards and reporting to assist in managing assignments.

Requirements

• Must be able to commute into Las Vegas, NV office 3 times a week.
• Previous experience in a customer service environment.
• At least 1 year of experience in a high-volume inbound call center or contact center environment.
• Experience with CRMs or workforce technology such as Salesforce, Medflyt, and Verint.
• A passion for providing high-level customer service, demonstrating empathy and active listening.
• Ability to organize, set priorities, and manage time effectively.
• Strong verbal and written communication skills, with adaptability to different personality types.
• Ability to resolve issues over the telephone and de-escalate frustrated callers successfully.
• Attention to detail in reviewing records and meeting/exceeding targets.
• Computer proficiency required; strong typing skills and ability to multitask.

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 is desired.
• Experience in HR service center is preferred.

Benefits

• Health insurance
• Retirement plan
• Wellness programs
• Ongoing learning opportunities
• Fun company events