FreedomCare

General

• Work closely with Patients and Caregivers to educate them and assist them on the application and enrollment process
• Provide high-level customer service through one-call resolution
• Consistently meet monthly performance metrics of starting patients on Care and call handling
• Manage a high open caseload until the enrollment process is complete
• Regular communication with a variety of health plans regarding patient benefits and authorizations

Intake Specialist

• Work closely with Patients and Caregivers to educate them and assist them on the application and enrollment process
• Provide necessary documentation and requirements with the Case Management Agency and the patient’s Caregivers to ensure services are authorized in a quick and efficient turn-around time to get them on Care
• Work with other medical providers to ensure all documentation for potential patients and caregivers are in compliance
• Provide a high-level of customer service through one-call resolution, as measured by “no need for additional follow up” demonstrating FreedomCare’s values of ensuring care and compassion with a positive, helpful demeanor
• Consistently meets monthly performance metrics consisting of starting patients on Care and call handling

Intake Specialist I

• 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.

Care Specialist I

• Manage high-volume inbound/outbound Service Center Calls dealing with HR related inquiries
• Follow up with patients, caregivers, and health plans for inquiries and escalations
• Maintain exceptional customer service for all callers
• Conduct status reviews and ensure service delivery of caregivers

• Coordinate and manage patient care and service delivery in accordance with LHCSA regulations and individualized care plans
• Serve as the primary point of contact for patients, providers, and home health aides, ensuring clear and timely communication
• Schedule, assign, and maintain appropriate staffing coverage, including managing callouts, emergencies, and shift changes
• Match aides to patients based on skills, availability, and patient needs to ensure quality care
• Monitor and enforce compliance with Electronic Visit Verification (EVV) requirements, including proper clock-in/clock-out practices
• Address missed visits, incomplete shifts, and timekeeping discrepancies while educating aides on compliance standards
• Ensure all services are delivered within authorized hours and in alignment with regulatory requirements
• Respond to and resolve patient, family, and aide concerns in a timely and professional manner
• Escalate clinical, operational, or compliance-related issues as appropriate
• Maintain accurate and timely documentation of all interactions, incidents, and updates in the system
• Track and report service gaps, compliance issues, and performance metrics
• Ensure records meet LHCSA, Department of Health (DOH), and internal audit standards

Care Specialist I, LHCSA

• Manage a high-volume inbound/outbound Service Center Calls dealing with Human Resources related inquiries
• Follow up with patients, caregivers, and health plans for time sensitive inquiries and escalations
• Maintain exceptional customer service for all callers
• Input accurate data entry of sensitive information
• Conduct status reviews, over the phone, and record reviews, to ensure service delivery of caregivers and compliance
• Screen patients and caregivers for additional programs and benefits
• Maintain reliable work schedules
• Display empathy, actively listening, and clearly communicate with callers
• Address all questions or complaints, and provide an accurate and efficient response time of resolution
• Follow up and engage with patients and caregivers via phone calls, SMS, and emails
• Serve as a key point-of-contact for enrolled caregivers
• De-escalate situations involving dissatisfied customers
• Adhere to a revolving monthly client service and compliance standard
• Effectively input and update the case file and account data within CRMs
• Manage call dashboards and reporting to assist in managing assignments

• Manage a high-volume inbound/outbound Service Center Calls dealing with Human Resources related inquiries (time-off, payroll, timekeeping, employee health) 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
• Input accurate data entry of sensitive information
• Conduct status reviews, 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
• Maintain reliable work schedules
• Display empathy, actively listening, and clearly communicate with callers to ensure their needs are addressed and to foster a positive experience and relationship
• 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 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 CRMs
• Manage call dashboards and reporting to assist in managing assignments

Manager

• Ensure compliance with all contractual guidelines and federal and state regulations governing Medicaid and the Personal Care Services program
• Ensure efficient day-to-day PCA operations by analyzing, monitoring, and optimizing workflows, processes, and procedures
• Providing oversight to PCS/SFC caregivers in conjunction with the Care Manager
• Conducting initial home visits to define the PCA’s tasks and develop activity plans
• Performing regular evaluations every 60 days to monitor the PCA’s performance, consumer satisfaction, and adherence to the activity plan
• Respects client and employee rights and privacy
• Build a positive work environment and culture consistent with FreedomCare core values

Care Manager, RN

• Perform clinical evaluations of the member to assess the needs of the patient
• Provides support to the caregiver and member, and reviews services according to scope
• Respects client and employee rights and privacy, ensure the security of protected information
• Follows the FreedomCare’s clinical policy and procedures
• Assesses and regularly reassess the client’s needs and their PCP summary form
• Develops implements, evaluates, revises, and provides input to the client’s plan of care
• Completes all client documentation in an accurate, timely, complete, concise and legible manner
• Actively coordinates the care of the client through communication and written documentation
• Interprets the philosophy and objectives of the agency to clients, families, and others
• Performs other job-related duties as may be required or directed by the supervisor

Compliance

• Conducting and responding to internal and external audits for all jurisdictions
• Completing daily reports while meeting metric requirements
• Provide assistance with I-9 approvals
• Assisting with conflict reporting and collaborating with our finance department
• Legal document review
• Investigate fraud, waste & abuse claims
• Be a resource for escalated concerns
• Quality assurance review

Compliance Specialist

• Provides professional nursing care and oversees all clinical operations for the assigned region.
• Serves as a clinical leadership position with supervision and training of nursing staff.
• Ensures compliance with NYSDOH regulations and agency policies.
• Participates in Department of Health surveys and site visits.
• Provides direct patient care as needed and instructs Personal Care Aides (PCAs).

Regional Nurse Manager

Call Center Representative

• Be the direct point-of-contact for team member inquiries, or concerns; respond to and resolve escalated or complex issues
• Manage the performance of team members through active motivation, assessing performance, consistent communication, and effective feedback
• Monitor daily workflows to ensure that team members are meeting performance goals, following standard policies and procedures and remain within compliance guidelines
• Manage relationships with external partners/organizations
• Manage process improvement by identifying system or workflow areas of opportunity
• Responsible for disseminating information and training from senior management and other departments to their direct reports
• Interviews candidates, trains employees, and does continued training with their team

Call Center Team Lead, Intake

Operations

• Oversee Michigan operations across assigned service lines
• Ensure compliance with MDHHS Home Help requirements
• Manage day-to-day operations and service delivery
• Build operational relationships with referral sources and stakeholders
• Hire, train, and develop Michigan operations staff
• Monitor quality, compliance, and operational metrics
• Implement process improvements for safe service delivery

Operations Manager

• Serve as the operational leader for Ohio services, ensuring efficient, compliant, member-centered operations aligned with Ohio Medicaid, waiver, payer, and company requirements.
• Lead implementation and optimization of Ohio operational infrastructure, workflows, staffing models, technology use, SOPs, desk guides, training materials, and performance controls to support compliant growth and service delivery.
• Manage day-to-day operations for Ohio service lines, including Personal Care Services and Structured Family Caregiving, from referral intake through service delivery, monitoring, documentation, issue resolution, and audit readiness.
• Support compliant market growth by building operational relationships with referral sources, waiver partners, care management entities, community organizations, MCOs, ODM-related stakeholders, and internal growth teams, ensuring referrals align with the appropriate Ohio service line.
• Hire, train, manage, and develop Ohio operations staff, while coordinating cross-functionally with clinical, compliance, technology, product, and internal support teams.
• Monitor quality, compliance, and operational metrics, including referral conversion, service start timeliness, PCSP/service-plan alignment, caregiver/aide onboarding, documentation completion, missed visits, service gaps, incidents, complaints, caregiver retention, satisfaction, and audit readiness.
• Oversee Ohio operational compliance, including caregiver qualification files, training records, authorizations, PCSP/service-plan alignment, SFC residency verification, home visits or monitoring touchpoints, incident and complaint workflows, documentation quality, and corrective actions.
• Ensure Personal Care Services are delivered according to the authorized person-centered services plan, including approved tasks, frequency, schedule, service limits, documentation requirements, and escalation of discrepancies.
• Ensure Structured Family Caregiving operations comply with Ohio requirements, including residency expectations, caregiver onboarding and training, daily care/support documentation, ongoing monitoring, and escalation of health, welfare, or eligibility concerns.
• Monitor service delivery against authorization and billing requirements, including visit documentation, EVV/timekeeping, timesheet accuracy, missed or late visits, and prevention of over- or under-utilization.
• Lead root-cause analysis and corrective action planning for operational deficiencies, including documentation gaps, late service starts, caregiver noncompliance, missed visits, service-plan mismatches, complaints, incidents, and audit findings.
• Partner with technology and product teams to improve referral management, service-plan tracking, onboarding, documentation review, EVV/timekeeping, compliance reporting, and operational dashboards.
• Create and enforce processes and policies that simplify work, incorporate feedback, improve quality of care, and support a positive culture aligned with FreedomCare core values.
• Maintain working knowledge of applicable Ohio Administrative Code requirements, waiver guidance, payer requirements, and internal compliance policies affecting Ohio waiver operations.

Program Manager

• Join FreedomCare's National Expansion team as a critical role in project oversight and involvement.
• Conduct research for launching new states, execute launch checklists and coordinate post-launch activities.
• Collaborate closely with team members and stakeholders to achieve project objectives with precision.

Intake Specialist

Intake Specialist I

Care Specialist I

Care Specialist I

Care Specialist I, LHCSA

Care Specialist I

Care Specialist I

Care Manager, RN

Care Manager, RN

Compliance Specialist

Regional Nurse Manager

Call Center Team Lead, Intake

Operations Manager

Operations Manager

National Expansion Program Manager