Senior Benefits Specialist (Call Center)

Started in 2016, FreedomCare 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 a Senior Wellness Coordinator for our Caregiver Wellness team.

This is a remote role with potential travel into our main office located in New York or the FreedomCare hub closest to you.

Department & Position Overview:

Our Caregiver Wellness team focuses on enhancing the Caregiver’s experience by providing insight and support with employee benefits. As a Senior Wellness Coordinator, you will play a pivotal role in ensuring excellent customer service standards are met on all calls from the department. This role requires a high level of attention to detail, detailed quality checks, and effective time management skills.

Every Day You Will

• Deconstruct complex benefits concepts into digestible pieces to ensure not only awareness, but the comprehension of benefits to drive utilization and improve caregiver satisfaction  
• Manage a high volume of inbound and outbound calls in a fast-paced customer service environment
• Consistently meet internal service level agreements and goals in a timely manner   
• Demonstrate ability to navigate challenging conversations and address caller's concerns with empathy and compassion
• Review the Wellness Coordinator calls to maintain high customer service standards and ensure the integrity of the Caregiver benefits information is maintained
• Provide constructive feedback to Wellness Coordinators based on evaluation results for continuous improvement
• Participate in data-driven conversations regarding internal service level agreements with Team Leads
• Serves as a subject matter expert to the Wellness Coordinators
• Ability to serve as a back up Team Lead 
• Generate routine and ad hoc reports to distribute and track Caregiver benefits packages

Ideal Candidate Will Possess:

• 2+ years of relevant experience in a similar position
• Strong communication and interpersonal skills
• Team player with the ability to collaborate effectively
• Strong customer focus and adaptability to different personality types 
• Strong phone and verbal communication skills along with active listening skills; ability to comfortably resolve issues over the telephone 
• Attention to detail and data accuracy 
• Effective time management, prioritization, and multitasking skills 
• Proactive with a commitment to excellence in your work 
• Flexibility and openness as the role and responsibilities may change and /or evolve as we grow 

Nice-to-Haves: 

• Bilingual
• Salesforce/CRM Experience

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, citizenship or immigration status, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

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