Intake Specialist

Overview

Started in 2016, Freedom Care 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 Intake Specialist I for our team in Las Vegas, Nevada.

This is a hybrid role with 2 days remote and 3 days per week in our Las Vegas, NV office.

People on our team all possess a real passion for helping people, which is one of our company’s core values. You will ensure our customers receive the level of care and attention they deserve. You will pride yourself on your ability to problem solve and take ownership for each customer request ensuring that we always do the right thing for our members.

Working closely with clients, caregivers and departments across the business, your goal will be to provide a seamless Customer Service experience, while ensuring that our clients are receiving the care they need. We value your can-do positive attitude and desire to turn a negative into a positive. Must possess high enthusiasm and a salesman-like edge to move client cases from a pending to enrollment status.

You will receive excellent in-house training which will help you develop a thorough understanding of our program. We will nurture your talent and provide continued career development opportunities, from your induction and throughout your career with us.

• 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 Freedom Care.
• Provide necessary documentation and requirements with Nevada 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 Freedom Care’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.

• Must be able to commute into Las Vegas, NV office 3 times a week (Mondays, Tuesdays and a third day), 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 detail, metrics driven, excellent time management skills.
• High empathy and collaborative team player.
• Flexibility…