Call Center Team Lead of Intake (Denver, CO)

FreedomCare•Quinte West, ON

7d•$23 - $26•Hybrid

About The Position

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 continually expanding our areas of focus including operations in other states and tech-based innovations. This role is patient and caregiver-focused on providing a seamless customer service experience by effectively leading a team of empathetic and solutions-driven Intake Specialists. In this role, you will mentor and advise your team members to provide exceptional customer service to clients and caregivers.

Requirements

Experience managing/supervisory a group or team of employees
Exceptional experience leading, mentoring and developing their employees
Experience with performance management
Demonstrate proficiency in our Intake process and systems at FreedomCare
Above average performance in 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 team to meet and/or exceed case management targets or metrics
Excellent communication, critical thinking and organizational skills
Self-motivated, work independently and ability to make informed decisions
Drives mission, core values and vision of the organization
Must be able to travel to our Denver FreedomCare office 3 times a week

Nice To Haves

Bilingual Spanish is strongly preferred

Responsibilities

Be the direct point-of-contact for team member inquiries, or concerns; respond to and resolve escalated or complex issues
Manage the performance of 7 to 10 team members through active motivation, assessing performance, consistent communication, and effective feedback
Monitor daily workflows to ensure that team members are meeting performance goals, following standard policies and procedures and remain within compliance guidelines
Manage relationships with external partners/organizations
Manage process improvement by identifying system or workflow areas of opportunity
Responsible for disseminating information and training from senior management and other departments to their direct reports
Interviews candidates, trains employees, and does continued training with their team