Intake Specialist I (Springfield, MO / Hybrid 4 days remote 1 day in office)
About the position FreedomCare is a healthcare company dedicated to revolutionizing the home care industry since 2016, supporting patients nationwide by enabling them to choose a caregiver for their home care needs. The company values service, empathy, ownership, integrity, and a positive attitude. This role is crucial in ensuring customers receive the care and attention they deserve, requiring problem-solving skills and a commitment to doing the right thing for members. The Intake Specialist will work closely with clients, caregivers, and internal departments to provide a seamless customer service experience and ensure clients receive necessary care. A can-do positive attitude is valued, along with the ability to convert pending cases to enrollment. The company provides excellent in-house training, career development, and nurtures talent throughout an employee's career.
Responsibilities
- Work closely with Patients and Caregivers to educate them and assist them on the application and enrollment process, with the goal of completing the eligibility process and onboarding the Patients and Caregivers to active Care status within 60 days of initial call to FreedomCare.
- Provides necessary documentation and requirements with Missouri Medicaid, patients' insurance 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 high-level 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 of starting patients on Care and call handling.
- Be the initial point-of-contact for calls from prospective clients, caregivers or pending enrollees.
- Manage a high open caseload until the enrollment process is complete.
- Consistently meet monthly completed starts of care.
- Provide exceptional customer service and positive experience for potential patients/caregivers.
- Regular communication with a variety of health plans regarding patient benefits and authorizations.
- Navigate multiple systems and portals to determine eligibility and obtain authorization.
Requirements
- Must be able to commute into Springfield, MO office 1 time a week, this is a hybrid role.
- Experience in high-volume inbound and outbound call environment.
- Motivated to help patients/caregivers with the drive to exceed open case targets and metrics.
- Must have poise and patience when dealing with clients.
- Excellent written and verbal skills; ability to comfortably resolve issues over the telephone.
- Computer proficiency required; strong typing skills and ability to leverage technology to identify, research and solve customer issues.
- Keen attention to detail, metrics driven, excellent time management skills.
- High empathy and collaborative team player.
- Flexibility and openness, as the role and responsibilities may change and/or evolve as we grow!
Nice-to-haves
- 2+ years of relevant experience in a similar position is preferred.
- Salesforce experience.
- 2+ years of customer service experience.
- Bilingual in Spanish, or other languages desired.
Benefits
- competitive compensation
- medical benefits
- retirement plans
- wellness programs
- fun company events
- ongoing learning opportunities