Caregiver Support Specialist

Department & Position Overview:

The Caregiver Support Specialist role focuses on enhancing the Caregiver’s experience by deconstructing complex benefits concepts into digestible pieces to ensure the comprehension of benefits, drive utilization, and improve caregiver satisfaction 
The Caregiver Support Specialist role provides exceptional customer service while delivering benefits orientations and assisting with health plans, employment verifications, and more. 

Every Day You Will

Conduct individualized orientations for our Caregivers to educate them on benefits available to them, ensuring a clear understanding of options, enrollment processes, and maximizing their benefits.
Providing accrual status and processing sick time through Empeon and Medflyt, as needed
Complete employment verifications in a timely manner using Salesforce, Empeon and Knowledge Base to retrieve accurate information
Provide clear call summaries through detailed notes on Talk Desk with defined action items for follow up as needed
Work in FlexFacts portal to assist with reimbursements and allocating funds
Commuter Benefit forms
HRA deposits
Completed email cases assigned to you in Salesforce data base within 24 – 48 hours
Answering calls that come in on the shared line and must ensure we provided first contact resolution
Ability to navigate multiple platforms in a fast-paced environment
Demonstrate ability to navigate challenging conversations and address caller’s concerns with empathy and compassion.
Consistently meet internal service level agreements and metrics

Ideal Candidate Will Possess:

1+ years of relevant experience in a similar position
Experience in high-volume inbound and outbound call environment 
Proven track record of strong customer focus and adaptability in a high call volume environment
Effective written and verbal communication skills with the ability to engage with diverse audiences 
A passion for providing a high level of customer service, including the ability to show empathy, active listening and patience. 
Ability to multitask, set priorities, and manage time effectively 
Technical proficiency with the ability to navigate through multiple systems; while maintaining attention to detail and data accuracy 
Demonstrates fluency over all tools and resources specific to the role, with heavy reliance on Excel
Ability to embrace change and departmental growth in an evergreen environment