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Care Specialist
FreedomCare. Manage high-volume inbound and outbound Service Center calls involving Human Resources inquiries and patient and health plan care requests .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing high-volume inbound and outbound calls in a customer service environment, with a strong focus on empathy, active listening, and compliance with service standards. Proficient in utilizing CRMs and workforce technology to enhance service delivery and maintain accurate records.
Highest-signal resume keywords
Customer Service ExperienceHigh-Volume Call Center ExperienceCRM ProficiencyStrong Communication SkillsIssue Resolution and De-escalation
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Data EntryCall ManagementRecord ReviewService Delivery ComplianceTyping SkillsMultitaskingTime ManagementAttention to DetailTarget Achievement
Soft Skills
EmpathyActive ListeningPatienceOrganizational Skills
Tools & Technologies
SalesforceMedflytVerint
Industry Keywords
Healthcare Call CenterPatient CareService-Level AgreementsClient Service Standards
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 on time-sensitive inquiries and escalations
- Maintain exceptional customer service based on call reviews and after-call surveys
- Input accurate data concerning sensitive information
- Conduct phone status reviews and record reviews to ensure 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 provide accurate, efficient resolutions while meeting service-level agreements and goals
- Engage with patients and caregivers through phone calls, SMS, and email
- Serve as a point of contact for enrolled caregivers regarding pay discrepancies, timesheet errors, direct deposit changes, and schedule changes
- De-escalate dissatisfied-customer situations and escalate unresolved issues to appropriate teams
- Adhere to monthly client service and compliance standards
- Update case files and account data in CRMs
- 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 – 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 multitasking
- Bilingual in Spanish, or other languages, desired (nice-to-have)
- Two years of relevant healthcare call center or contact center experience (nice-to-have)
- Healthcare/startup experience (nice-to-have)
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