Additional Information
FreedomCare is a healthcare company that has been dedicated to revolutionizing the home care industry since 2016. We support our patients by ensuring they have the power to choose a caregiver who will care for them in the comfort of their own homes. Our mission spans coast to coast, supporting patients across the U.S.
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 Care Specialist to join our LHCSA team.
This is a remote role at this time.
Department & Position Overview:
The Care Specialist is responsible for managing and coordinating home care services for patients in accordance with LHCSA (Licensed Home Care Services Agency) regulations. This role ensures continuity of care, compliance with EVV requirements, and effective communication between patients, aides, insurance plans and internal teams. The Care Specialist plays a critical role in service oversight and maintaining high-quality patient care
Every Day You Will:
Coordinate and manage patient care and service delivery in accordance with LHCSA regulations and individualized care plans
Serve as the primary point of contact for patients, providers, and home health aides, ensuring clear and timely communication
Schedule, assign, and maintain appropriate staffing coverage, including managing callouts, emergencies, and shift changes
Match aides to patients based on skills, availability, and patient needs to ensure quality care
Monitor and enforce compliance with Electronic Visit Verification (EVV) requirements, including proper clock-in/clock-out practices
Address missed visits, incomplete shifts, and timekeeping discrepancies while educating aides on compliance standards
Ensure all services are delivered within authorized hours and in alignment with regulatory requirements
Respond to and resolve patient, family, and aide concerns in a timely and professional manner
Escalate clinical, operational, or compliance-related issues as appropriate
Maintain accurate and timely documentation of all interactions, incidents, and updates in the system
Track and report service gaps, compliance issues, and performance metrics
Ensure records meet LHCSA, Department of Health (DOH), and internal audit standards
Ideal Candidate Will Possess:
High school diploma or equivalent required (Associate's or Bachelor's degree preferred)
1+ years of customer service in a high volume call center environment, healthcare or homecare agency
Experience with CRMs or Workforce Technology - Salesforce, Medflyt, and Verint
A passion for providing a high level of customer service, including the ability to show empathy, 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 leverage technology and resolve customer issues efficiently while notetaking/multitasking
Exceptional customer service skills
Excellent communication and problem-solving skills
Ability to work in a fast-paced, high-volume environment
Freedomcare · Worldwide