Job Details
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 Welcome Specialist for our Pre-Care Team.
This is a hybrid position with a required commute of 2-3 days into our main office in New York or the FreedomCare hub closest to you.
Department & Position Overview:Our Welcome Specialist help our clients and caregivers to continue the path for success by finalizing technical details. In this position, you will partner with clients, caregivers and internal cross-functional teams to carry through new enrollees ensuring that they are set up for success!
Every Day You Will:- Formally welcome the patient into the program, and review and finalize enrollment documents
- Coordinate with the caregiver to set up their FreedomCare Account; establish their schedule and partner with Finance to add the new caregiver to payroll
- Effectively introduce clients and caregivers to their Care Team Coordinator to confirm a smooth transition into the program
Ideal Candidate Will Possess:- Mange the daily calendar appointments by confirming and conducting scheduled calls
- Conduct remote Orientations with Caregivers and Patients via phone
- Provide a summary of what the orientation entails and provide instructions on how to access and sign the application via DocuSign
- Review all documents received for employment Verification I-9
- Formally welcome the patient into the program, review and finalize enrollment documents
- Explain company policies and procedures (rules/regulations)
- Coordinate with the caregiver to set up their FreedomCare Account; establish their schedule in Medflyt
- Display empathy, actively listen, and clearly communicate with callers to ensure their needs are addressed and to foster a positive experience and relationship
- Provide excellent customer service through one-call resolution, demonstrating FreedomCare' s values of ensuring care and compassion with a positive, helpful demeanor
- Run E-verify to ensure Caregivers are authorized to work with in the U.S
- Demonstrate effective time management by maintaining scheduled appointments adherence
- Navigate multiple systems, such as DocuSign, Salesforce and Medflyt, determine authorization eligibility.
- Consistently meets monthly performance metrics of call handling and completed orientations/ SOCs.
Nice to Haves:
- Exceptional customer service skills with empathy, compassion, and motivation to help clients.
- Enthusiasm to support and educate clients.
- Independent self-starter with excellent communication and time management skills
- Computer proficiency required; ability to leverage technology to identify, research and solve customer issues.
- Ability to be proactive. Triage what needs to be done.
- A positive can-do attitude! In alignment with our core values
- Ability to multitask, set priorities and manage time effectively.
- 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.
- 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.
- Previous experience managing multiple schedules.
- At least 1 year of previous experience in a fast-paced customer service role
- Bilingual in English and Spanish, or other languages desired
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 $23.00 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.
Salary Range
$18-$23 USD