Bilingual Care Specialist I (Las Vegas, NV / Hybrid /)

FreedomCare is a healthcare company dedicated to revolutionizing the home care industry. The Bilingual Care Specialist I will manage high-volume service center calls, ensuring clients receive the necessary care while providing exceptional customer service and support. Responsibilities Manage a high-volume inbound/outbound Service Center Calls dealing with Human Resources related inquiries (time-off, payroll, timekeeping, employee health) and process patient and health plan care requests Follow up with patients, caregivers, and health plans for time sensitive inquiries and escalations Maintain exceptional customer service for all callers, as indicated by call reviews and after call surveys Input accurate data entry of sensitive information Conduct status reviews, over the phone, and record reviews, to ensure service delivery of caregivers and compliance Screen patients and caregivers for additional programs and benefits to enhance their lives Maintain reliable work schedules Display empathy, actively listening, and clearly communicate with callers to ensure their needs are addressed and to foster a positive experience and relationship Address 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 Follow up and engage with patients and caregivers via phone calls, SMS, and emails, in a professional manner Serve as a key point-of-contact for enrolled caregivers such as for pay discrepancies, timesheet errors, direct deposit change, schedule change of caregivers, and more De-escalate 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 Adhere to a revolving monthly client service and compliance standard Effectively input and update the case file and account data within CRMs Manage call dashboards and reporting to assist in managing assignments Skills Must be able to commute into Las Vegas, NV office 3 times a week (Mondays, Tuesdays and a third day) as this is a hybrid role Previous experience in a Customer Service environment At least 1 year of experience in high-volume inbound call center or contact center environment 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 2+ years of relevant experience in a healthcare call center or contact center environment Healthcare/startup experience Bilingual in Spanish, or other languages, desired Experience in HR Service center is preferred Benefits Competitive compensation Medical benefits Retirement plans Wellness programs Fun company events Ongoing learning opportunities Company Overview As a leading CDPAP provider, FreedomCare helps you reclaim your right to health and happiness It was founded in 2015, and is headquartered in New Hyde Park, New York, USA, with a workforce of 501-1000 employees. Its website is Company H1B Sponsorship FreedomCare has a track record of offering H1B sponsorships, with 2 in 2025, 1 in 2021. Please note that this does not guarantee sponsorship for this specific role.