Case Resolution Specialist I (Philadelphia, PA / Hybrid)

Position Overview FreedomCare is a healthcare company dedicated to revolutionizing the home care industry since 2016. We empower our patients by allowing them to choose a caregiver in the comfort of their own home. As a Case Resolution Specialist I in Pennsylvania, you will partner with patients and health plans to identify and resolve issues preventing care continuity, assist former patients returning to care, and manage the intake and onboarding process for our PAS (Personal Assistance Services) program. This hybrid role requires travel to Pittsburgh, Philadelphia, or Harrisburg two to three days per week. Key Responsibilities • Provide high-level customer service through one-call resolution while embodying FreedomCare's values. • Consistently meet monthly performance metrics for starting patients on care and managing call handling. • Act as the primary point of contact for patients and caregivers, coaching them through the application and enrollment process. • Maintain a one-business-day response time via email, chatter, and voicemail. • Enroll a minimum of 22 patients and caregivers each month onto the Pennsylvania homecare program. • Ensure high quality of customer service on all inbound and outbound calls. • Navigate multiple systems (e.g., e-Paces, health plan portals) to determine eligibility and obtain authorizations. • Maintain detailed patient and caregiver case notes. • Drive the growth of FreedomCare’s patient population by enrolling valid leads. • Assist patients and caregivers in completing the PAS process, including troubleshooting Medicaid-related issues. • Collaborate cross-functionally with Intake, Care Teams, and other departments to ensure engaged and informed patients/caregivers. • Meet daily, weekly, and monthly metrics and call requirements. • Educate patients and caregivers about the onboarding process. • Coordinate with health plans to obtain authorizations and ensure all necessary paperwork is up to date. • Provide documentation to Pennsylvania's State Department of Health, insurance providers, and caregivers to facilitate timely service authorization. Required Qualifications • Experience managing a high volume of inbound and outbound calls. • A passion for delivering exceptional customer service with empathy, active listening, and patience. • Ability to document detailed case statuses, preferably using tools like Salesforce. • Strong computer proficiency with excellent typing skills and the ability to multitask effectively. • At least 2 years of experience in a high-volume call center or contact center environment. • Effective organizational skills with the ability to set priorities and manage time efficiently. • Strong verbal and written communication skills with a keen attention to detail. • Demonstrated ability to resolve issues over the telephone and de-escalate frustrated callers. Preferred Qualifications • At least 2 years of relevant experience in a similar role. • Bilingual in Spanish or other languages is a plus. • Salesforce proficiency is desired. • Familiarity with Pennsylvania Medicaid and healthcare plan procedures. Benefits & Perks • Compensation: Competitive compensation package. • Medical Benefits: Comprehensive medical benefits. • Retirement Plans: Robust retirement plan offerings. • Wellness Programs: Access to wellness programs. • Fun company events and ongoing learning opportunities to grow your career.