Engagement Specialist I (OR Ops/ Hybrid - Las Vegas, NV)

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 HomeCare Sales Specialist I who will serve as the face of FreedomCare in the communities.

This is a hybrid position based out of our office in Las Vegas, NV located over on Flamingo; 2 days remote and a required commute of 3 days week. 
Monday through Friday 9AM to 6PM 

Department & Position Overview: 

The Engagement / HomeCare Sales Specialist role is responsible for connecting with inbound callers, emails, and chats to promote the uniqueness of FreedomCare and our programs. Your job is to qualify patients and caregivers who have shown interest in our program.

This role combines the initial lead and SR creation process for both patients and caregivers. Our goal is to take each lead and convert it to an SR. 

Every Day You Will:  

• Work closely with Patients and Caregivers to educate them and assist them to begin the application and enrollment process, with the goal of helping Patients begin the process. 
• Provide necessary documentation and requirements with the State Department of Health, patient’s insurance (documents) and the Patient’s Caregivers to ensure services will be authorized in a quick and efficient turn-around time to get them on Care.  
• Determine eligibility  - ensuring the best next step after identifying the caller’s next status. 
• Provide education on caregiver eligibility and provide clear expectations on the process. 
• 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 meet monthly performance metrics of creating cases and call handling. 
• Create high quality cases without errors by using the guides available and ensuring that every case has accurate data to ensure it makes it to on Care. 
• Provide empathy and genuine care on each call. 
• Act as the primary point of contact for prospective Patients and Caregivers coaching them through the early stages of the education process. 
• Demonstrate effective case management by maintaining a 1 business day email (within first 3 hours), chatter and voicemail response time. 
• Achieve a daily standard to create a minimum of 8-10% of leads to Service Records. 
• Maintain quality assurance with answer time 30 seconds or less. % offered and answered should be 100% 
• Maintain high quality customer service on all inbound and outbound calls with potential patients and caregivers.  
• Maintain detailed patient and caregiver case notes.  
• Focus on the growth of FreedomCare population by enrolling each valid lead with interest. 
• Adhere to HIPAA guidelines. 

Ideal Candidate Will Possess:  

• Experience with telephonic sales.  
• Experience in managing a high volume of inbound and outbound calls.
• A positive can-do attitude. In alignment with our core values. 
• A passion for providing a high level of customer service, including the ability to show empathy, active listening and patience. 
• Ability to articulate case statuses through detailed notes on salesforce. 
• Ability to resolve issues over the phone with eager clients comfortably. 
• High level of discretion, judgment, integrity, and professionalism. 
• Computer proficiency required; strong typing skills and ability to leverage technology and resolve customer issues.

Nice-to-Haves: 

• Two years of relevant experience in a similar position is preferred 
• Bilingual in Spanish or other languages desired 
• Salesforce proficiency 

Why work at FreedomCare?

We are here for you and committed to providing a best-in-class employee experience. We offer competitive compensation, medical benefits, retirement plans, wellness programs, fun company events and ongoing learning opportunities to grow your career.

This is a place where your voice matters, where we build great relationships, and your work has meaning and a tangible positive impact on others!

At FreedomCare, we celebrate diversity and are committed to creating an inclusive environment for all employees. We are an Equal Opportunity Employer and do not discriminate based upon race, religion, color, national origin, ancestry, age, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, status as a protected veteran, status as an individual with a disability, citizenship or immigration status, or other applicable legally protected characteristics.