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.

Freedomcare is currently operating and providing services to patients in NY, PA, MO, and NV.

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 Care Coordinators to join our Care Team!

Department & Position Overview:

The Care Coordinator guides patients and caregivers through their home care journey. This role provides an exceptional customer service experience, while ensuring that our patients are receiving the care they need. We value your empathetic customer service approach and your "can-do" positive attitude that ensures our patients and caregivers feel heard and cared for. .

Everyday You Will:

• 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
• 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
• Follow up and engage with patients and caregivers via messaging (SMS, emails, etc.) and phone calls
• Assist and resolve pre-billing, payroll issues and partner with Finance/Payroll department for resolution
• 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, and more.
• 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
• 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:

• Proven Exceptional Customer Service experience
• Experience in high-volume inbound and outbound call environment
• Strong customer focus and adaptability to different personality type
• Ability to multitask, set priorities and manage time effectively
• 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 phone 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
• Excellent communication (written and verbal) and organization skills
• 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!

Nice-to-Haves:

• Two years of relevant experience in a healthcare call center or contact center environment
• Healthcare/startup experience
• Bilingual in Spanish, Creole, or other languages desired

For now, we are entirely remote until it is completely safe for our employees to be back in the office.

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, or other applicable legally protected characteristics.

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