Field Care Specialist I (Pittsburgh, PA / Field-based)

Position Overview:

The Field Care Specialist works closely with our patients, caregivers, and other stakeholders in 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. 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.

Responsibilities:

• Schedule and perform initial home assessments (virtual and in-person) to screen for Home Health functional scale eligibility (ADL/IADL); develop caregiver emergency backup plan
• Serve as an internal expert on the waiver member and caregiver onboarding experience, assisting orientation and remote onboarding from start to finish to ensure consent and acceptance
• Perform In-Home Assessments quarterly for all assigned cases on care
• Ensure compliant annual training for each caregiver that reflects the waiver members assessed needs through in person or web-based training or in another manner that is meaningful to the Caregiver
• Ensure annual TB Risk Assessments are completed by each caregiver via DocuSign process
• Ensure compliance with provisional background checks
• Conduct internal audits of current on-care records to ensure compliance with state regulations
• Serve as an on-call backup for emergent patient situations where caregiver is not available
• Participate in meetings, provider fairs, and other stakeholder functions within the assigned area of coverage
• Escalate Participant and Caregiver related issues to leadership, such as noticeable decline in the Participants health (as identified during quarterly visits), any indications of abuse or neglect, etc.
• Perform additional home visits if the need is identified during the Care Team’s review of Daily Notes or through other contact with the Participant or Caregiver
• Track all activities through entries into CRM (Salesforce)
• Function within the timeframes of a fast-paced home healthcare environment
• Performs other duties as required or assigned

Ideal Candidate Will Possess:

• A Bachelor's degree or equivalent work experience
• Reliable transportation with the ability to travel to patient homes throughout surrounding areas, as needed
• +2 years of experience working with the frail or elderly disabled adults and caregivers
• 1-2 years of call center, telephonic outreach, customer service or other similar experience (required)
• 1-3 years of medical field experience and/or case management; experience updating and maintaining case notes
• The ability to assess patient health risk and any risk within the home
• The ability to exercise judgement independently and voice noticeable issues or trends
• Strong verbal and written communication skills; ability to establish strong rapport to effectively communicate, guide, educate, and support members and caregivers
• Strong problem-solving skills; able to identify issues and escalate when appropriate
• Excellent time management, critical thinking and active listening skills; able to multitask
• Possesses a high level of empathy and emotional intelligence
• Strong proficiency in computer software navigation and mobile applications
• Always maintain patient confidentiality; understands and adheres to HIPAA guidelines

Nice-to-Haves:

• 2+ years of relevant experience in a similar position is preferred
• Salesforce experience is preferred
• 2+ years of customer service experience
• Bilingual in Spanish, or other languages, desired

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.