Care Specialist I (Indianapolis, IN / 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 Support Specialist for our team in Indiana.
This position is a hybrid role and will require you to work from our Indianapolis, IN office 3 times a week.
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 Care 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 problem solve 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 SFC 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
Process all requests for DME (durable medical equipment) as required by contract
Coordinate with field-based Health Coaches 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 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
Other duties as assigned
Ideal Candidate Will Possess:
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, metrics driven, excellent time management skills