Case Resolution Specialist I (Philadelphia, PA / Hybrid)

FreedomCare is a healthcare company that has been dedicated to revolutionizing the home care industry since 2016. We support our patients by ensuring they have the power to choose a caregiver who will care for them in the comfort of their own homes. Our mission spans coast to coast, supporting patients across the U.S.

We pride ourselves on our values which drive the level of care that we deliver to our patients:

• Here For You (An attitude of service, empathy, and availability)
• Own It (Drive and ownership)
• Do the Right Thing (High integrity)
• Be Positive (Great attitude and a can-do positive approach to challenges)

Join our team and make a positive impact on the lives of others! We are looking for a Case Resolution Specialist I for our team in Pennsylvania. 

This is a hybrid role requiring travel to one of the following locations—Pittsburgh, PA; Philadelphia, PA; or Harrisburg, PA—two to three days per week.

Candidates applying must either currently hold Direct Care Worker (DCW) qualifications or be willing to obtain them. A valid driver's license and a reliable method of transportation are also required.

Department & Position Overview: 

The Case Resolution Specialist I role is a customer-centric role will partner with patients and health plans to identify issues preventing the patient from continuing services. This team also assists any former patient who is looking to return to the agency with restoring their homecare services. This role combines the intake and onboarding activities for both patients and caregivers and provides one point of contact consumer experience in their transition back to our PAS (Personal Assistance Services) program. 

Responsibilities:  

• Provide high-level customer service through one-call resolution, as measured by “no need for additional follow up” demonstrating Freedom Care'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 
• Act as the primary point of contact for all Patients and Caregivers restoring their services, coaching them through the application & enrollment process of the program 
• Demonstrate effective case management by maintaining a 1 business day email, chatter and voicemail response time 
• Achieve monthly standard to enroll a minimum of 22 patients and caregivers onto FreedomCare’s Pennsylvania homecare program 
• Maintain high quality of customer service on all inbound & outbound calls with potential patients & caregivers 
• Navigate multiple systems, such as e-Paces & health plan portals to determine eligibility and obtain authorization 
• Maintain detailed patient and caregiver case notes  
• Focus on the growth of FreedomCare population by enrolling each valid lead with interest 
• Align consumers with caregivers looking for additional hours
• Assist both patients & caregivers with completing the PAS process to restore services  
• Communicate with patients, caregivers & health plans to ensure that the PAS process is completed  
• Consistently reach out to patients to provide updates and ensure that they are aware of the status of the process  
• Work cross-functionally with Intake, Care Teams, and all other necessary departments to ensure that patients/caregivers are engaged and getting the most value out of our services  
• Meet daily, weekly & monthly metrics & call requirements to ensure patients can resume services  
• Assist patients with troubleshooting & resolving any Medicaid related issues. 
• Educate patients & caregivers about the onboarding process  
• Work with health plans to obtain authorizations & ensure all necessary paperwork is on file & up to date  
• Provides necessary documentation and requirements with Pennsy