Welcome Specialist I (Philadelphia, PA/ 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 an Welcome Specialist for our team in Pennsylvania. 

This is a hybrid position with a required commute of 2-3 days per week into our one of the following offices: Philadelphia, PA or Pittsburgh, PA or Harrisburg, PA

Department & Position Overview: 

Our Welcome Team helps our clients and caregivers to continue the path to 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: 

• 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.  

Ideal Candidate Will Possess: 

• 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 

Nice to have: 

• 3+ years working in a homecare agency, hospital or non-profit organization
• Subject Matter expert in Salesforce 

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, citizenship or immigration status, citizenship or immigration status, or other applicable legally protected characteristics.

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