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 Patient Advocate Specialist to join our Case Resolution team.

Department & Position Overview:

Our Patient Advocate Specialist under our Case Resolutions team is an important part of the business. They communicate directly with former and current clients to answer any questions they have as they rejoin the CDPAP program. We want to ensure a seamless process throughout as they start their homecare journey with FreedomCare.

We provide excellent in-house training to help you develop a thorough understanding of our program, as well as continued career development opportunities. We believe in nurturing your talent throughout your career with us.

If you are innovative, entrepreneurial, and have a passion for continuous improvement, this role might be a great fit for you. Keep reading!

Everyday You Will:

• Manage a high volume of inbound and outbound calls in a fast-paced customer service environment and meet expected metrics, KPI's and quality of service standards
• Work with health plans to obtain authorization for homecare services on behalf of patients
• Determine patient eligibility for homecare service based on their Medicaid account
• Educate patients on Medicaid benefits available to them
• Enroll people in homecare services in the quickest way possible while making fewest changes to their current benefits
• Communicate with clients and employees to address questions and concerns
• Create and manage innovative retention processes and programs for former clients who wish to return to the program
• Oversee transfers to and from LHCSA and CDPAP, as well as those that wish to transfer to or from our CDPAP services and our PCA services
• Create reports to highlight retention analytics for management on a regular basis
• Encourage and implement client feedback into current programming
• Display empathy, actively listen, and clearly communicate with callers to ensure their needs are addressed and to foster a positive experience and relationship

Ideal Candidate Will Possess:

• Proven Exceptional Customer Service experience
• Experience in high-volume inbound and outbound call environment
• Two plus years of experience in health care operations (healthcare, business, customer experience are all interesting areas of past experience)
• Previous experience with insurance verification preferred (i.e. Medicaid)
• Demonstrated ability to think outside the box, developing strategy and turning it into tangible results
• Passion for improving home care and for leveraging technology to improve lives
• Energized by ambitious goals and working in a fast-paced environment
• Demonstrated ability to work independently and is a self-starter
• Strong customer focus and adaptability to different personality type
• Ability to multitask, set priorities and manage time effectively
• Effective time management, prioritization and multitasking skills
• 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!
• Must be able to work Monday through Friday; 9am until 6pm
• Candidate must be bilingual Spanish - must be able to speak, write and read fluently

Nice-to-Haves:

• Three plus years of relevant experience in a healthcare call center or contact center environment
• Healthcare/startup experience
• Bilingual in Spanish, Creole, or other languages desired

This role is based out of: Lake Success, NY; New York, NY; or Orlando, FL. For now, we are entirely remote until it is completely safe for our employees to be back in the office.

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, or other applicable legally protected characteristics.

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