Customer Service & Sales Specialist I (Remote)

Started in 2016, FreedomCare is a Healthcare company that is innovating and revolutionizing the way home care is delivered. We bring dignity and support to patients needing care in their homes and to the caregivers who care for them. We’re the largest consumer-directed home care agency in NY State, and are continually expanding our areas of focus including operations in other states and tech-based innovations.  

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 HomeCare Sales Specialist I for our Pre-Care team. 

This is a remote role with potential travel into the FreedomCare office or hub closest to you for meetings and/or collaboration.

Department & Position Overview: 

The HomeCare Sales Specialist role is responsible for connecting with inbound callers, emails, and chats to promote the uniqueness of FreedomCare and our programs. This role combines the initial lead and SR creation process for both patients and caregivers. Our goal is to take each lead and convert it to an SR. 

• Work closely with Patients and Caregivers to educate them and assist them begin the application and enrollment process, with the goal of helping Patients begin this journey every day. 
• Provides necessary documentation and requirements with the State Department of Health, patients' insurance and the Patient’s Caregivers to ensure services will be authorized in a quick and efficient turn-around time to get them on Care. 
• Provide a 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 creating cases and call handling.  
• Create high quality cases without errors by using the guides available and ensuring that every case has accurate data to ensure it makes it to on Care.  
• Provide empathy and genuine care on each call. 

Responsibilities: 

• Act as the primary point of contact for prospective Patients and Caregivers coaching them through the early stages of the education process of the CDPAP program. 
• Demonstrate effective case management by maintaining a 1 business day email, chatter and voicemail response time. 
• Achieve a daily standard to create a minimum of 4 Service Records for FreedomCare’s CDPAP and LHCSA program. 
• Maintain a minimum of 3 hours of talk time each day, contingent on volume of marketing. 
• Maintain high quality of customer service on all inbound & outbound calls with potential patients & caregivers. 
• Maintain detailed patient and caregiver case notes  
• Focus on the growth of FreedomCare population by enrolling each valid lead with interest. 

Ideal Candidate Will Possess: 

• Experience with telephonic sales. 
• Experience in managing a high volume of inbound and outbound calls. 
• A passion for providing a high level of customer service, including the ability to show empathy, active listening and patience. 
• Ability to articulate case statuses through detailed notes on salesforce. 
• Ability to resolve issues over the telephone with eager clients comfortably. 
• Computer proficiency required; strong typing skills and ability to leverage technology and resolve customer issues. 

Nice-to-Haves: 

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