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SalaryStarted 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 Coordinatorfor our team in Pennsylvania.
- Candidates looking to apply must either currently have a HHA or PCA certification or be willing to gain certification.
- This is a hybrid role with a partial commute of 2-3 days into one of the following offices: Philadelphia, PA, Harrisburg, PA Pittsburgh, PA.
Position Overview:
Working closely with waiver members, caregivers, and other stakeholders in the business, your goal will be to provide a seamless Customer Service experience, while ensuring that our clients are receiving the care they need. We value your can-do positive attitude and desire to turn a negative into a positive. You will receive excellent in-house training which will help you develop a thorough understanding of our program. We will nurture your talent and provide continued career development opportunities, from your induction and throughout your career with us.
Responsibilities:
- Manage a high volume of inbound and outbound calls in a fast-paced customer service environment and meet expected metrics, KPI's and quality of service standards
- Display empathy, actively listen, and clearly communicate with callers to ensure their needs are addressed and to foster a positive experience and relationship
- Review, assess and resolve the patient/caregivers needs and understand the reason for inbound inquiries
- Effectively onboard new caregivers:
- Provide a brief orientation to ensure caregivers and patients are set up for their care plan
- Acquire signatures for necessary documents
- Support patients and caregivers on-care:
- 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
- Serve as a key point-of-contact for enrolled caregivers for non-clinical inquiries such as for pay discrepancies, timesheet errors, direct deposit change, schedule change of caregivers, etc.
- Follow up and engage with patients and caregivers via messaging (SMS, emails, etc.) and phone calls
- Assist in caregiver payroll, caregiver scheduling and on-care compliance.
- Will be responsible for quarterly compliance calls with patients
- Responsible for maintaining annual caregiver training requirements and TB Risk assessments.
- Assist and resolve payroll issues for Caregivers
- De-escalate situations involving dissatisfied customers, offering patient assistance and support; escalate unresolved patient and caregiver issues to the appropriate teams to ensure a quick turnaround time and resolution
- Assist and resolve payroll issues for Caregivers
- Adhere to a revolving monthly client service and compliance standard
- Effectively input and update the case file and account data within our Salesforce CRM tool
- Manage your call dashboards and reporting to assist in managing assignments
Ideal Candidate Will Possess:
- 1+ years of related experience
- HHA or PCA certification or willing to gain certification
- A self-starter personality and the ability to work independently with minimal supervision
- Bilingual English and Spanish
- Effective customer service experience in high-volume inbound and outbound call environment
- Strong customer focus and adaptability to different personality types
- Ability to build sustainable relationships and engage patients/caregivers by taking the extra mile in resolving any issues/concerns
- Must have poise and patience when dealing with customers
- Strong written and verbal communication skills along with active listening skills; ability to comfortably resolve issues over the telephone
- Attention to detail and data accuracy
- Ability to meet and/or exceed weekly targets or metrics
- Effective time management, prioritization and multitasking skills
- Proactive with a commitment to excellence in your work
- Flexibility and openness as the role and responsibilities may change and or evolve as we grow!
Why work at FreedomCare?
We are here for you and committed to providing a best-in-class employee experience. We offer competitive compensation, medical benefits, retirement plans, wellness programs, fun company events and ongoing learning opportunities to grow your career.
This is a place where your voice matters, where we build great relationships, and your work has meaning and a tangible positive impact on others!
At FreedomCare, we celebrate diversity and are committed to creating an inclusive environment for all employees. We are an Equal Opportunity Employer and do not discriminate based upon race, religion, color, national origin, ancestry, age, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, status as a protected veteran, status as an individual with a disability, citizenship or immigration status, citizenship or immigration status, or other applicable legally protected characteristics.
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