Onboarding Specialist I

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 an Onboarding Coordinator for our Onboarding team.

The Onboarding Specialist role is responsible for the onboarding process of caregivers for potential patients into the CDPAP and program. 

This role provides one point of contact for potential caregivers to assist them in the hiring process and prepare their documentation for enrollment based on CDPAP employment regulations. 

This role will:  

• Work closely with Caregivers to educate them and assist them on their onboarding process with the goal of getting them ready to provide services withing 30 days 
• Work with other medical providers to ensure all documentation for potential caregivers are in compliance  
• Provide 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  
• monthly performance metrics of and call handling and completed enrollments 

• Act as the primary point of contact for prospective Caregivers, coaching them through the application & enrollment process of the CDPAP program 
• Demonstrate effective case management by maintaining a 1 business day email, chatter and voicemail response time 
• Achieve monthly standard to enroll a minimum of 80 caregivers onto FreedomCare’s CDPAP program 
• Achieve a total of 960 completed enrollments in a calendar year 
• Manage a combined 50 inbound & outbound customer service calls per day on average 
• Maintain high quality of customer service on all inbound & outbound calls with potential patients & caregivers  
• Navigate multiple systems, such as Salesforce, My Steps, & Time Tab to complete the enrollment process 
• Maintain detailed caregiver case notes in Salesforce 
• Focus on the growth of FreedomCare population by onboarding every caregiver with interest 

• Experience in managing a high volume of inbound and outbound calls  
• 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 telephone with eager clients comfortably
• Computer proficiency required; strong typing skills and ability to leverage technology and resolve customer issues

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

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!