Care Specialist I, LHCSA (Remote)

FreedomCare is a healthcare company that has been dedicated to revolutionizing the home care industry since 2016. We support our patients by ensuring they have the power to choose a caregiver who will care for them in the comfort of their own homes. Our mission spans coast to coast, supporting patients across the U.S. 

We pride ourselves on our values which drive the level of care that we deliver to our patients: 

Join our team and make a positive impact on the lives of others! We are looking for a Care Specialist to join our LHCSA team.

The Care Specialist is responsible for managing and coordinating home care services for patients in accordance with LHCSA (Licensed Home Care Services Agency) regulations. This role ensures continuity of care, compliance with EVV requirements, and effective communication between patients, aides, insurance plans and internal teams. The Care Specialist plays a critical role in service oversight and maintaining high-quality patient care

• Coordinate and manage patient care and service delivery in accordance with LHCSA regulations and individualized care plans
• Serve as the primary point of contact for patients, providers, and home health aides, ensuring clear and timely communication
• Schedule, assign, and maintain appropriate staffing coverage, including managing callouts, emergencies, and shift changes
• Match aides to patients based on skills, availability, and patient needs to ensure quality care
• Monitor and enforce compliance with Electronic Visit Verification (EVV) requirements, including proper clock-in/clock-out practices
• Address missed visits, incomplete shifts, and timekeeping discrepancies while educating aides on compliance standards
• Ensure all services are delivered within authorized hours and in alignment with regulatory requirements
• Respond to and resolve patient, family, and aide concerns in a timely and professional manner
• Escalate clinical, operational, or compliance-related issues as appropriate
• Maintain accurate and timely documentation of all interactions, incidents, and updates in the system
• Track and report service gaps, compliance issues, and performance metrics
• Ensure records meet LHCSA, Department of Health (DOH), and internal audit standards

• High school diploma or equivalent required (Associate’s or Bachelor’s degree preferred)
• 1+ years of customer service in a high volume call center environment, healthcare or homecare agency 
• 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 
• Exceptional customer service skills
• Excellent communication and problem-solving skills
• Ability to work in a fast-paced, high-volume environment

• 2+ years of relevant experience in a healthcare call center or contact center environment
• Prior experience in home care, healthcare coordination, or scheduling preferred
• Knowledge of LHCSA regulations and EVV requirements is a plus
• HHA Exchange or Medflyt EVV software experience a plus
• Bilingual in Spanish, or other languages, desired