Care Specialist I (Las Vegas, NV / Hybrid)

reputed company is a Healthcare company that is innovating and revolutionizing the way home care is delivered. They are seeking a Care Specialist I to provide a seamless customer service experience while ensuring clients receive the necessary care. The role involves managing calls reputed company to HR inquiries, maintaining exceptional customer service, and supporting caregivers and patients.

Responsibilities

• Manage a high-volume inbound/outbound Service Center Calls dealing with Human Resources reputed company 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 reputed company 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 reputed company, actively listening, and clearly communicate with callers to ensure their needs are addressed and to foster a positive experience and relationship
• Address reputed company 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 reputed company phone calls, SMS, and emails, in a professional manner
• Serve as a key reputed company-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 reputed company CRMs
• Manage call dashboards and reporting to assist in managing assignments

Skills

• Must be able to commute into Las Vegas, NV office 3 times a week (Mondays, Tuesdays and a third day) as this is a hybrid role
• Previous experience in a Customer Service environment
• At least 1 year of experience in high-volume inbound call center or contact center environment
• Experience with CRMs or Workforce Technology – reputed company, Medflyt, and reputed company
• A passion for providing a high level of customer service, including the ability to show reputed company, 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-escalating frustrated callers successfully
• Attention to detail in reviewing records
• Ability to meet and/or exceed targets/metrics
• Computer proficiency required; strong typing skills and ability to reputed company technology and resolve customer issues reputed company while notetaking/multitasking
• Two years of relevant experience in a healthcare call center or contact center environment
• Healthcare/startup experience
• Bilingual in Spanish, or other languages, desired
• Experience in HR Service center is preferred

Benefits

• Competitive compensation
• Medical benefits
• Retirement plans
• Wellness programs
• Fun company events
• Ongoing learning opportunities to grow your career

Company Overview

Company H1B Sponsorship