State Adherence Specialist I (PA / Hybrid)

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 State Adherence Specialist II for our team in Pennsylvania.

This is a hybrid role with a partial commute of 2-3 days per week into the following office: Pittsburgh, PA

State Adherence Specialist I works closely with the direct team, clients, caregivers and departments across the business, with a goal of providing support to State Adherence Team Leads so that our clients receive a seamless Customer Service experience. 

This role provides excellent customer service experience, while ensuring provider adherence to regulations during the pre-care, on-care, and post care status.  

This role will assist with process improvements related to adherence to internal quality measures. This role assists with the collecting of data for the quarterly State Quality Management plan and implementation of changes as identified.  

This role is pivotal in the management of tax accounts from initial application to tax account closure when necessary. This role will assist with tax account notifications as a liaison between Freedom Care and the consumer.  

• Works closely with the Team Lead to tackle daily duties/responsibilities   
• Maintains tax compliance needs for consumers by gaining, collecting and processing documents  
• Is responsible for data input, organizing emails, case review and building rapport and confidence with third party agencies  
• Is adept at multitasking, entering data while also providing excellent communication (written and verbal) to customers and team members while staying organized and accurate   
• Adheres to frequent changes or new direction within the department  
• Handles other escalations, duties and related projects as they emerge  
• Manages communication regarding adherence to provider or state regulations 
• Manages cases as assigned to them  
• Handles conduct internal audits 
• Displays empathy, actively listens and clearly communicates with callers to ensure their needs are addressed and to foster a positive experience and relationship   
• Serves as a role model and advisor to team members for how to manage difficult customer service cases   
• Addresses all questions or complaints and provide an accurate and efficient response time of resolution; consistently meet internal service level agreements and goals in a timely manner 
• Works on additional stretch assignments and special projects related to compliance and business needs as requested 
• De-escalates situations involving dissatisfied customers, offering patient assistance and support; escalate unresolved patient and caregiver issues to the appropriate teams to ensure a quick turnaround time and resolution  
• Adheres to HIPAA guidelines 

• A positive can-do attitude - In alignment with our core values    
• Previous experience in a Customer Service environment  
• 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 communication skills demonstrating active listening and adaptability to different personality types  
• Computer proficiency required; strong typing skills and ability to leverage technology  
• Strong organizational skills 
• Demonstrated ability to proactively address potential issues
• Strong problem-solving skills/proactivity