Welcome Specialist I

Summary

Join our team at FreedomCare as a Welcome Specialist in Pennsylvania! We're looking for an independent self-starter with excellent communication and time management skills to partner with clients, caregivers, and internal teams. As a hybrid position, you'll work remotely with occasional commutes to Philadelphia, PA or Pittsburgh, PA or Harrisburg, PA.

Requirements

• Exceptional customer service skills with empathy, compassion, and motivation to help clients
• Enthusiasm to support and educate clients
• Independent self-starter with excellent communication and time management skills
• Computer proficiency required; ability to leverage technology to identify, research and solve customer issues
• Ability to be proactive. Triage what needs to be done
• A positive can-do attitude! In alignment with our core values
• Ability to multitask, set priorities and manage time effectively
• Must have poise and patience when dealing with customers
• Strong phone and verbal communication skills along with active listening skills; ability to comfortably resolve issues over the telephone
• Attention to detail and data accuracy
• Ability to meet and/or exceed weekly targets or metrics
• Proactive with a commitment to excellence in your work
• Flexibility and openness as the role and responsibilities may change and/or evolve as we grow
• Previous experience managing multiple schedules
• At least 1 year of previous experience in a fast-paced customer service role
• Bilingual in English and Spanish, or other languages desired

Responsibilities

• Manage the daily calendar appointments by confirming and conducting scheduled calls
• Conduct remote Orientations with Caregivers and Patients via phone
• Provide a summary of what the orientation entails and provide instructions on how to access and sign the application via DocuSign
• Review all documents received for employment Verification I-9
• Formally welcome the patient into the program, review and finalize enrollment documents
• Explain company policies and procedures (rules/regulations)
• Coordinate with the caregiver to set up their FreedomCare Account; establish their schedule in Medflyt
• Display empathy, actively listen, and clearly communicate with callers to ensure their needs are addressed and to foster a positive experience and relationship
• Provide excellent customer service through one-call resolution, demonstrating FreedomCare's values of ensuring care and compassion with a positive, helpful demeanor
• Run E-verify to ensure Caregivers are authorized to work in the U.S
• Demonstrate effective time management by maintaining scheduled appointments adherence
• Navigate multiple systems, such as DocuSign, Salesforce and Medflyt, determine authorization eligibility
• Consistently meets monthly performance metrics of call handling and completed orientations/SOCs

Preferred Qualifications

• 3+ years working in a homecare agency, hospital or non-profit organization
• Subject Matter expert in Salesforce

Benefits

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