Caregiver Support Specialist (Remote)
- Role
- Support
- Experience
- Junior
Open to US only · UTC-5…UTC-5. Set where you work from to check your eligibility.
No BS summary
Remote caregiver support/customer service specialist with 1+ year in a similar high-volume inbound/outbound call role. Must work Monday–Friday, 9AM–6PM Eastern Time, and be strong with Excel and multiple support systems.
Core skills
Required skills
Started 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 Caregiver Support Specialist for our Caregiver Wellness team. This is a remote role, supporting the days of Monday through Friday and 9AM to 6PM Eastern Time. Department & Position Overview: The Caregiver Support Specialist role focuses on enhancing the Caregiver’s experience by deconstructing complex benefits concepts into digestible pieces to ensure the comprehension of benefits, drive utilization, and improve caregiver satisfaction The Caregiver Support Specialist role provides exceptional customer service while delivering benefits orientations and assisting with health plans, employment verifications, and more. Every Day You Will Conduct individualized orientations for our Caregivers to educate them on benefits available to them, ensuring a clear understanding of options, enrollment processes, and maximizing their benefits. Providing accrual status and processing sick time through Empeon and Medflyt, as needed Complete employment verifications in a timely manner using Salesforce, Empeon and Knowledge Base to retrieve accurate information Provide clear call summaries through detailed notes on Talk Desk with defined action items for follow up as needed Work in FlexFacts portal to assist with reimbursements and allocating funds Commuter Benefit forms HRA deposits Completed email cases assigned to you in Salesforce data base within 24 – 48 hours Answering calls that come in on the shared line and must ensure we provided first contact resolution Ability to navigate multiple platforms in a fast-paced environment Demonstrate ability to navigate challenging conversations and address caller's concerns with empathy and compassion. Consistently meet internal service level agreements and metrics Ideal Candidate Will Possess: 1+ years of relevant experience in a similar position Experience in high-volume inbound and outbound call environment Proven track record of strong customer focus and adaptability in a high call volume environment Effective written and verbal communication skills with the ability to engage with diverse audiences A passion for providing a high level of customer service, including the ability to show empathy, active listening and patience. Ability to multitask, set priorities, and manage time effectively Technical proficiency with the ability to navigate through multiple systems; while maintaining attention to detail and data accuracy Demonstrates fluency over all tools and resources specific to the role, with heavy reliance on Excel Ability to embrace change and departmental growth in an evergreen environment 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, citizenship or immigration status, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics. #INDHV At FreedomCare, base pay is one part of our total compensation package and is determined within a range. This provides our employees with the opportunity to professionally grow and develop within a role. The base pay range for this role is between $23.00 and $26.00 an hour at the commencement of your first year of employment. Compensation decisions are dependent upon a variety of factors which may include, but are not limited to: skill set, years of relevant experience, education, location, and licensure/certifications. Compensation Range $23 — $26 USD
What you'll do
- Conduct individualized orientations for Caregivers to educate them on benefits available to them, ensuring a clear understanding of options, enrollment processes, and maximizing their benefits.
- Provide accrual status and process sick time through Empeon and Medflyt, as needed.
- Complete employment verifications in a timely manner using Salesforce, Empeon and Knowledge Base to retrieve accurate information.
- Provide clear call summaries through detailed notes on Talk Desk with defined action items for follow up as needed.
- Work in FlexFacts portal to assist with reimbursements and allocating funds.
- Handle Commuter Benefit forms.
- Handle HRA deposits.
- Complete email cases assigned to you in Salesforce data base within 24–48 hours.
- Answer calls that come in on the shared line and ensure first contact resolution.
- Navigate multiple platforms in a fast-paced environment.
- Navigate challenging conversations and address caller's concerns with empathy and compassion.
- Consistently meet internal service level agreements and metrics.
What they require
- 1+ years of relevant experience in a similar position.
- Experience in high-volume inbound and outbound call environment.
- Proven track record of strong customer focus and adaptability in a high call volume environment.
- Effective written and verbal communication skills with the ability to engage with diverse audiences.
- A passion for providing a high level of customer service, including the ability to show empathy, active listening and patience.
- Ability to multitask, set priorities, and manage time effectively.
- Technical proficiency with the ability to navigate through multiple systems; while maintaining attention to detail and data accuracy.
- Demonstrates fluency over all tools and resources specific to the role, with heavy reliance on Excel.
- Ability to embrace change and departmental growth in an evergreen environment.
- This is a remote role, supporting the days of Monday through Friday and 9AM to 6PM Eastern Time.
Benefits
- Competitive compensation.
- Medical benefits.
- Retirement plans.
- Wellness programs.
- Fun company events.
- Ongoing learning opportunities to grow your career.
- A place where your voice matters, where we build great relationships, and your work has meaning and a tangible positive impact on others.
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.