Caregiver Support Specialist

This is a fully remote position, open to applicants in New York.

📋 Description

• Conduct personalized orientations for our Caregivers to inform them about the benefits they can access, ensuring they have a clear understanding of their options, enrollment procedures, and how to maximize their benefits.

• Provide accrual status updates and manage sick time processing through Empeon and Medflyt as required.

• Complete employment verifications promptly using Salesforce, Empeon, and our Knowledge Base to ensure the accuracy of the information retrieved.

• Deliver concise call summaries through detailed notes on Talk Desk, outlining defined action items for follow-up as necessary.

• Utilize the FlexFacts portal to assist with reimbursements and fund allocations.

• Manage Commuter Benefit forms.

• Handle HRA deposits.

• Address email cases assigned to you in the Salesforce database within 24 to 48 hours.

• Answer incoming calls on the shared line, ensuring first contact resolution is achieved.

• Demonstrate the ability to navigate multiple platforms in a dynamic environment.

• Exhibit the capability to handle challenging conversations and address caller concerns with empathy and compassion.

• Consistently achieve internal service level agreements and performance metrics.

⛳️ Requirements

• A minimum of 1 year of relevant experience in a similar role.

• Experience in a high-volume inbound and outbound call setting.

• A proven history of strong customer focus and adaptability in a high call volume environment.

• Excellent written and verbal communication skills, with the ability to engage diverse audiences effectively.

• A commitment to delivering exceptional customer service, including empathy, active listening, and patience.

• Strong multitasking abilities, with the capacity to set priorities and manage time efficiently.

• Technical proficiency, with the capability to navigate multiple systems while maintaining attention to detail and data accuracy.

• Demonstrated fluency in all tools and resources related to the role, with significant reliance on Excel.

• Willingness to embrace change and support departmental growth in a constantly evolving environment.

🏝️ Benefits

• Competitive compensation.

• Medical benefits.

• Retirement plans.

• Wellness programs.

• Ongoing learning opportunities.