Care Specialist

FreedomCare

. Manage high-volume inbound and outbound Service Center calls involving HR inquiries and patient and health-plan care requests .

Posted 10/13/2026full-timePittsburgh • Pennsylvania • United StatesJuniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in managing high-volume inbound and outbound calls while providing exceptional customer service. Proficient in CRM systems and capable of effectively resolving inquiries and complaints with empathy and attention to detail.

Highest-signal resume keywords

Customer Service ExperienceHigh-Volume Call Center ExperienceCRM Proficiency - Salesforce, Medflyt, VerintStrong Verbal And Written Communication SkillsBilingual - Spanish Or Other Languages

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Call ManagementData EntryCase-File ManagementCall Dashboard ReportingTyping SkillsTime ManagementIssue ResolutionAttention To DetailMultitaskingCompliance Adherence

Soft Skills

EmpathyActive ListeningPatienceOrganizational SkillsDe-Escalation Skills

Tools & Technologies

SalesforceMedflytVerintCRM SystemsWorkforce Technology

Industry Keywords

Service CenterPatient CareHealth-Plan Care RequestsClient-Service StandardsCall ReviewsAfter-Call Surveys

About the role

Key responsibilities & impact

Manage high-volume inbound and outbound Service Center calls involving HR inquiries and patient and health-plan care requests
Follow up with patients, caregivers, and health plans on time-sensitive inquiries and escalations
Maintain exceptional customer service measured by call reviews and after-call surveys
Accurately enter sensitive information
Conduct phone status reviews and record reviews to ensure caregiver service delivery and compliance
Screen patients and caregivers for additional programs and benefits
Maintain reliable work schedules
Communicate empathetically and clearly with callers
Address questions and complaints and meet service-level agreements and goals
Engage patients and caregivers via phone, SMS, and email
Serve as a point of contact for caregiver pay, timesheet, direct deposit, and schedule issues
De-escalate dissatisfied customers and escalate unresolved issues to appropriate teams
Adhere to monthly client-service and compliance standards
Input and update case-file and account data in CRMs
Manage call dashboards and reporting to assist with assignments

Requirements

What you’ll need

Must be able to travel to the Pittsburgh office 3 days a week
Previous experience in a Customer Service environment
At least 1 year of experience in a high-volume inbound call center or contact center environment
Experience with CRMs or Workforce Technology – Salesforce, Medflyt, and Verint
Passion for providing a high level of customer service, including empathy, active listening, and patience
Ability to organize, set priorities, and manage time effectively
Strong verbal and written communication skills
Ability to resolve issues over the telephone and de-escalate frustrated callers
Attention to detail in reviewing records
Ability to meet and/or exceed targets/metrics
Computer proficiency required
Strong typing skills and ability to leverage technology while note-taking and multitasking
Bilingual in Spanish or other languages desired (nice-to-have, not required)

Benefits

Comp & perks

Excellent in-house training
Continued career development opportunities
Competitive compensation
Medical benefits
Retirement plans
Wellness programs
Fun company events
Ongoing learning opportunities