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Care Specialist I
FreedomCare. Manage high-volume inbound and outbound Service Center calls regarding Human Resources inquiries and process 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 focus on resolving inquiries and maintaining compliance. Proficient in utilizing CRMs and workforce technology to enhance service delivery and customer satisfaction.
Highest-signal resume keywords
Customer Service ExperienceHigh-Volume Call Center ExperienceCRM Proficiency (Salesforce, Medflyt, Verint)Strong Verbal And Written 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
Call ManagementData EntryRecord ReviewTime ManagementTyping SkillsMultitaskingAttention To DetailMetrics Achievement
Soft Skills
Active ListeningClear CommunicationRelationship Building
Tools & Technologies
SalesforceMedflytVerint
Industry Keywords
Healthcare Call CenterService CenterPatient Care RequestsCompliance Standards
About the role
Key responsibilities & impact- Manage high-volume inbound and outbound Service Center calls regarding Human Resources inquiries and process patient and health plan care requests
- Follow up with patients, caregivers, and health plans regarding time-sensitive inquiries and escalations
- Maintain exceptional customer service as measured by call reviews and after-call surveys
- Accurately enter sensitive information
- 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
- Listen actively, communicate clearly, and foster positive customer relationships
- Resolve questions and complaints while meeting internal service-level agreements and goals
- Engage patients and caregivers by phone, SMS, and email
- Serve as a point of contact for caregiver pay discrepancies, timesheet errors, direct-deposit changes, and schedule changes
- De-escalate dissatisfied customers and escalate unresolved issues to appropriate teams
- Adhere to monthly client service and compliance standards
- Input and update case files and account data in CRMs
- Manage call dashboards and reporting to assist with assignments
Requirements
What you’ll need- Must be able to commute into the Las Vegas, NV office 3 times a week (Mondays, Tuesdays and a third day)
- 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
- 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
- Two years of relevant healthcare call center or contact center experience, healthcare/startup experience, bilingual Spanish or other languages, and HR Service Center experience are nice-to-haves, 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
- Inclusive environment