Care Specialist I (Springfield, MO / Hybrid)

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 Care Coordinator for our Care team in Missouri.

This is a hybrid role with a required commute of 2-3 days per week into one of the following offices: Kansas City, MO; Springfield, MO; St. Louis, MO.

Department & Position Overview:

The Care Support Specialist I guides patients and caregivers through their home care journey. This role provides a high-level empathic customer service experience, while ensuring that our patients receive the care they need and feel heard and cared for.   

• Ensure a high-quality customer experience for patients, caregivers, and health plans, while maintaining our desired service throughout the daily call volume in a contact center environment through First Call Resolution, demonstrating FreedomCare’s values of ensuring care and compassion with a positive, helpful demeanor.
• Accurately follow process and procedures according to department guidelines to ensure we are consistently delivering strong quality levels and customer experience.
• Consistently meets monthly performance metrics of call availability, efficiency, quality, and wellness reviews.

Every Day You Will:

• Manage a high-volume inbound Service Center Calls dealing with related inquiries such as time-off, payroll, timekeeping and process patient and health plan care requests.
• Follow up with patients, caregivers, and health plans for time sensitive inquiries and escalations. 
• Maintain exceptional customer service for all callers, as indicated by call reviews and after call surveys.
• Input accurate data entry of sensitive information.
• Conduct wellness review over the phone and record reviews to ensure service delivery of caregivers and compliance.
• Screen patients and caregivers for additional programs and benefits to enhance their lives.
• Maintain reliable work schedules with required 2 weeks' notice for planned in advance.
• Assist patients and their family members in planning necessary home-care shifts.
• Display empathy, actively listen, and clearly communicate with callers to ensure their needs are addressed and to foster a positive experience and relationship.
• Address all questions or complaints and provide an accurate and efficient response time of resolution; consistently meet internal service level agreements and goals in a timely manner.
• Follow up and engage with patients and caregivers via phone calls, SMS, and emails, in a professional manner. 
• Serve as a key point-of-contact for enrolled caregivers such as for pay discrepancies, timesheet errors, d