Call Center Team Lead of Intake (Denver, CO)

FreedomCare•Denver, CO

7d•Hybrid

About The Position

FreedomCare is a growing healthcare company dedicated to revolutionizing home care delivery. We are seeking a Team Lead for our Intake team in Colorado. This hybrid position requires commuting to our Denver office three times a week. The role focuses on providing a seamless customer service experience by leading a team of Intake Specialists, mentoring them to deliver exceptional service to clients and caregivers.

Requirements

Experience managing or supervising a group or team of employees.
Exceptional experience leading, mentoring, and developing employees.
Experience with performance management.
Proficiency in FreedomCare's Intake process and systems.
Above average performance in the monthly SOC category.
Self-motivated with a drive to exceed open case targets and metrics.
Strong analytical, organization, and time management skills.
Ability to motivate a team to meet and/or exceed case management targets or metrics.
Excellent communication, critical thinking, and organizational skills.
Self-motivated, able to work independently, and make informed decisions.
Drives the mission, core values, and vision of the organization.
Must be able to travel to the Denver FreedomCare office 3 times a week.
Bilingual Spanish is strongly preferred.

Responsibilities

Serve as the direct point-of-contact for team member inquiries and concerns, resolving escalated or complex issues.
Manage the performance of 7 to 10 team members through motivation, performance assessment, consistent communication, and feedback.
Monitor daily workflows to ensure team members meet performance goals, adhere to policies and procedures, and maintain compliance.
Manage relationships with external partners and organizations.
Identify opportunities for system or workflow improvements.
Disseminate information and training from senior management and other departments to direct reports.
Interview candidates, train employees, and provide ongoing training to the team.