Care Specialist I (Las Vegas, NV / Hybrid)

FreedomCare is a Healthcare company that is innovating and revolutionizing the way home care is delivered. They are seeking a Care Specialist I to provide a seamless customer service experience while ensuring clients receive the necessary care. The role involves managing calls related to HR inquiries, maintaining exceptional customer service, and supporting caregivers and patients.ResponsibilitiesManage 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 requestsFollow up with patients, caregivers, and health plans for time sensitive inquiries and escalationsMaintain exceptional customer service for all callers, as indicated by call reviews and after call surveysInput accurate data entry of sensitive informationConduct status reviews, over the phone, and record reviews, to ensure service delivery of caregivers and complianceScreen patients and caregivers for additional programs and benefits to enhance their livesMaintain reliable work schedulesDisplay empathy, actively listening, and clearly communicate with callers to ensure their needs are addressed and to foster a positive experience and relationshipAddress 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 mannerFollow up and engage with patients and caregivers via phone calls, SMS, and emails, in a professional mannerServe as a key point-of-contact for enrolled caregivers such as for pay discrepancies, timesheet errors, direct deposit change, schedule change of caregivers, and moreDe-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 resolutionAdhere to a revolving monthly client service and compliance standardEffectively input and update the case file and account data within CRMsManage call dashboards and reporting to assist in managing assignmentsSkillsMust be able to commute into Las Vegas, NV office 3 times a week (Mondays, Tuesdays and a third day) as this is a hybrid rolePrevious experience in a Customer Service environmentAt least 1 year of experience in high-volume inbound call center or contact center environmentExperience with CRMs or Workforce Technology – Salesforce, Medflyt, and VerintA passion for providing a high level of customer service, including the ability to show empathy, active listening and patienceAbility to organize, set priorities and manage time effectivelyStrong verbal and written communication skills, demonstrating active listening and adaptability to different personality typesAbility to resolve issues over the telephone with eager customers, comfortably, defusing and de-escalating frustrated callers successfullyAttention to detail in reviewing recordsAbility to meet and/or exceed targets/metricsComputer proficiency required; strong typing skills and ability to leverage technology and resolve customer issues efficiently while notetaking/multitaskingTwo years of relevant experience in a healthcare call center or contact center environmentHealthcare/startup experienceBilingual in Spanish, or other languages, desiredExperience in HR Service center is preferredBenefitsCompetitive compensationMedical benefitsRetirement plansWellness programsFun company eventsOngoing learning opportunities to grow your careerCompany OverviewAs a leading CDPAP provider, FreedomCare helps you reclaim your right to health and happiness It was founded in 2015, and is headquartered in New Hyde Park, New York, USA, with a workforce of 501-1000 employees. Its website is https://freedomcareny.com.Company H1B SponsorshipFreedomCare has a track record of offering H1B sponsorships, with 2 in 2025, 1 in 2021. Please note that this does not guarantee sponsorship for this specific role.



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