Care Specialist I (Charlestown, MA / Hybrid)

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 Care Specialist I to join our team in Massachusetts.

This is a hybrid role with a required commute of 3 days per week into our Charlestown, MA office.

Department & Position Overview:

As a Care Specialist I, you will work closely with caregivers to provide support and education on use of the Freedom Care app and be the subject matter expert on the continuous care process. You will be working closely with the Patient's and Caregivers, as well as inter-departmental teams within the business to ensure a quick and efficient turn-around time. You will be providing 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.

People on our FreedomCare Team possess a real passion for helping people, which is one of our company’s core values. You will ensure our customers receive the level of care and attention they deserve. You'll pride yourself on your ability to solve problems and take ownership of each customer request ensuring that we always do the right thing for our members.

Every Day You Will:

• Ensure a seamless, complete, and effective Welcome and Onboarding process for all Caregivers for cases approved to start on care for the AFC (Adult Foster Care) program

• Create and modify schedules in Freedom Cares’ scheduling application

• Serve as initial point-of-contact for calls from Caregivers related to App issues

• Field questions and concerns regarding the processing of Daily Notes

• Escalate issues identified in the review of Daily Notes

• Facilitate all Rapid Card processing

• Respond to Caregiver payment issues or changes related to payment information

• Coordinate with Team Support Specialist and field-based team members to manage the scheduling of required In-home Visits and Caregiver training to meet contractual guidelines

• Provide exceptional customer service and a positive experience for patients and caregivers

• Regular communication with a variety of MCOs/Case Management agencies regarding updating of patient authorizations and/or authorization related issues

• Perform quarterly status reviews for an assigned group of Participants

• Navigate multiple systems and portals to resolve App or case-related issues

• Maintain data input, scheduling, document uploading and initiate patient enrollment confirmation or rejection communications

• Perform other duties, as assigned, to facilitate effective collaboration with internal teams

Ideal Candidate Will Possess:

• Must be able to commute into FreedomCare Charlestown office 3 times a week, as this is a hybrid role

• Experience in high-volume inbound and outbound call environment

• Motivated to help patients/caregivers with any issues they may encounter with their service

• Must have poise and patience when dealing with clients, caregivers, and Case Managers

• Above average knowledge of technology applications (web, telephony, mobile)

• Excellent written and verbal skills; ability to comfortably resolve issues over the telephone

• Computer proficiency required; strong typing skills and ability to leverage technology to identify, research and solve customer issues

• Keen attention to detail, metric driven, excellent time management skills

• High empathy and collaborative team player

• Flexibility and openness as the role and responsibilities may change and/or evolve as we grow!

Nice-to-Haves:

• 2+ years of relevant experience in a healthcare call center or contact center environment

• Healthcare/startup experience

• Able to effectively navigate multiple systems; has a high level of technological aptitude

• Bilingual in Spanish, or other languages, desired

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, 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 $18.00 and $22.00 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
$20—$24 USD