Care Specialist I

FreedomCare

Care Specialist I providing high-quality customer support for patients and caregivers in a hybrid role. Join FreedomCare in making a positive impact on home care delivery.

Posted 6/24/2026full-timeSpringfield • 🇺🇸 United StatesJuniorMid-Level💰 $20 - $23 per hourWebsite

About the role

Key responsibilities & impact

Ensure a high-quality customer experience for patients, caregivers, and health plans, while maintaining our desired service throughout the daily call volume in a contact center environment through First Call Resolution.
Accurately follow process and procedures according to department guidelines.
Consistently meet monthly performance metrics of call availability, efficiency, quality, and wellness reviews.
Manage a high-volume inbound Service Center Calls dealing with related inquiries such as time-off, payroll, timekeeping and process patient and health plan care requests.
Follow up with patients, caregivers, and health plans for time sensitive inquiries and escalations.
Maintain exceptional customer service for all callers, as indicated by call reviews and after call surveys.
Conduct wellness review over the phone and record reviews to ensure service delivery of caregivers and compliance.
Screen patients and caregivers for additional programs and benefits to enhance their lives.
Display empathy, actively listen, and clearly communicate with callers.
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 phone calls, SMS, and emails, in a professional manner.
Serve as a key point-of-contact for enrolled caregivers.
De-escalate situations involving dissatisfied customers, offering patient assistance and support; escalate unresolved patient and caregiver issues to the appropriate teams.

Requirements

What you’ll need

Previous experience in a Customer Service environment.
High-volume inbound call center or contact center environment (at least 2 years).
Experience with CRMs or Workforce Technology – Salesforce, Medflyt, and Verint (preferable).
Passion for providing a high level of customer service, including the ability to show empathy, active listening and patience.
Ability to organize, set priorities and manage time effectively.
Strong verbal and written communication skills, demonstrating active listening and adaptability to different personality types.
Ability to resolve issues over the telephone with eager customers comfortably, defusing and de-escalation frustrated callers successfully.
Attention to detail in reviewing records.
Ability to meet and/or exceed targets or metrics.

Benefits

Comp & perks

401k
health insurance
dental insurance
vision insurance
life insurance
PTO
wellness programs

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer servicecall center experienceFirst Call Resolutionperformance metricstimekeepingwellness reviewissue resolutionattention to detailCRM experiencehigh-volume call management

Soft Skills

empathyactive listeningcommunicationpatienceorganizational skillstime managementadaptabilityproblem-solvingde-escalationcustomer assistance