Intake Specialist I

Summary

Join FreedomCare, a leading home care agency, as an Intake Specialist I in Phoenix, AZ! This remote role (with occasional office visits) focuses on providing exceptional customer service to patients and caregivers. You will guide them through the application and enrollment process, ensuring timely onboarding and authorization of services. Collaborate with medical providers and health plans, manage a high caseload, and consistently meet performance metrics. FreedomCare offers excellent training, career development, and a supportive work environment.

Requirements

• Must be able to commute into our Phoenix, AZ office 2-3 times a week, this is a hybrid role
• Experience in high-volume inbound and outbound call environment
• Motivated to help patients/caregivers with the drive to exceed open case targets and metrics
• Must have poise and patience when dealing with clients
• 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 detail, metrics driven, excellent time management skills
• High empathy and collaborative team player
• Flexibility and openness, as the role and responsibilities may change and/or evolve as we grow!

Responsibilities

• Work closely with Patients and Caregivers to educate them and assist them on the application and enrollment process, with the goal of completing the eligibility process and onboarding the Patients and Caregivers to active Care status within 60 days of initial call to FreedomCare
• Provides necessary documentation and requirements with Nevada Medicaid, patients' insurance and the Patient’s Caregivers to ensure services are authorized in a quick and efficient turn-around time to get them on Care
• Work with other medical providers to ensure all documentation for potential patients and caregivers are in compliance
• Provide high-level customer service through one-call resolution, as measured by “no need for additional follow up” demonstrating FreedomCare’s values of ensuring care and compassion with a positive, helpful demeanor
• Consistently meets monthly performance metrics of starting patients on Care and call handling
• Be the initial point-of-contact for calls from prospective clients, caregivers or pending enrollees
• Manage a high open caseload until the enrollment process is complete
• Consistently meet monthly completed starts of care
• Provide exceptional customer service and positive experience for potential patients/caregivers
• Regular communication with a variety of health plans regarding patient benefits and authorizations
• Navigate multiple systems and portals to determine eligibility and obtain authorization

Preferred Qualifications

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

Benefits

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