Care Support Specialist I

Summary

Join our team at FreedomCare as a Care Support Specialist in Georgia! This remote position involves working closely with caregivers to provide support and education on the Freedom Care app, ensuring seamless customer service experience, and receiving excellent in-house training for career development opportunities.

Requirements

• Experience in high-volume inbound and outbound call environment
• Motivated to help patients/caregivers with any issues they may encounter with their service
• Must have poise and patience when dealing with clients, caregivers, and Case Managers
• Above average knowledge of technology applications (web, telephony, mobile)
• Excellent written and verbal skills; ability to comfortably resolve issues over the telephone
• Computer proficiency required; strong typing skills and ability to leverage technology to identify, research and solve customer issues
• Keen attention to detail, metrics driven, excellent time management skills
• High empathy and collaborative team player

Responsibilities

• Ensure a seamless, complete, and effective Welcome and Onboarding process for all Caregivers for cases approved to start on care for the SFC program
• Create and modify schedules in Freedom Cares’ scheduling application
• Serve as initial point-of-contact for calls from Caregivers related to App issues
• Field questions and concerns regarding the processing of Daily Notes
• Escalate issues identified in the review of Daily Notes
• Facilitate all Rapid Card processing
• Respond to Caregiver payment issues or changes related to payment information
• Process all requests for DME (durable medical equipment) as required by contract
• Coordinate with field-based Health Coaches to manage the scheduling of required In-home Visits and Caregiver training to meet contractual guidelines
• Provide exceptional customer service and a positive experience for patients and caregivers
• Regular communication with a variety of Case Management agencies regarding updating of patient authorizations and/or authorization related issues
• Perform quarterly status reviews for an assigned group of Participants
• Navigate multiple systems and portals to resolve App or case-related issues
• Maintain data input, scheduling, document uploading and initiate patient enrollment confirmation or rejection communications
• Other duties as assigned

Benefits

• Competitive compensation
• Medical benefits
• Retirement plans
• Wellness programs
• Fun company events
• Ongoing learning opportunities to grow your career