Care Specialist

FreedomCare

. Manage high-volume inbound and outbound Service Center calls involving Human Resources 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 in a customer service environment, with a focus on healthcare inquiries and compliance. Proficient in utilizing CRMs and workforce technology to enhance service delivery and maintain exceptional customer relationships.

Highest-signal resume keywords

Customer Service ExperienceCRM ProficiencyHigh-Volume Call Center ExperienceEffective Communication SkillsIssue Resolution and De-Escalation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

CRM ManagementData EntryCall Center OperationsRecord ReviewTime ManagementTyping SkillsMultitaskingCompliance AdherenceMetrics AchievementHealthcare Knowledge

Soft Skills

EmpathyActive ListeningPatienceOrganizational SkillsRelationship Building

Tools & Technologies

SalesforceMedflytVerintCall DashboardsWorkforce Technology

Industry Keywords

HealthcareCustomer ServiceCall CenterPatient CareService-Level Agreements

About the role

Key responsibilities & impact

Manage high-volume inbound and outbound Service Center calls involving Human Resources inquiries and patient and health plan care requests
Follow up with patients, caregivers, and health plans regarding time-sensitive inquiries and escalations
Maintain exceptional customer service based on call reviews and after-call surveys
Accurately enter sensitive information and update case files and account data in CRMs
Conduct telephone 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 to address needs and foster positive relationships
Resolve questions and complaints while meeting service-level agreements and goals
Engage with patients and caregivers via phone calls, SMS, and email
Serve as a key point of contact for enrolled caregivers regarding pay discrepancies, timesheet errors, direct deposit changes, schedule changes, and related issues
De-escalate dissatisfied-customer situations and escalate unresolved issues to appropriate teams
Adhere to monthly client service and compliance standards
Manage call dashboards and reporting to assist with assignments

Requirements

What you’ll need

Must be willing and able to travel to the Pittsburgh, PA office 3 times 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, including 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, strong typing skills, and ability to leverage technology while note-taking and multitasking
Two years of relevant experience in a healthcare call center or contact center environment (nice-to-have)
Healthcare/startup experience (nice-to-have)
Bilingual in Spanish or other languages (desired)

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 to grow your career
Full-time hybrid work arrangement