Team Lead of Care Management (Indianapolis, IN / Field Based)

FreedomCare•Indianapolis, IN

16h•$25 - $28•Hybrid

About The Position

FreedomCare is a healthcare company founded in 2016 that is revolutionizing home care delivery. We provide dignity and support to patients and caregivers. As the largest consumer-directed home care agency in NY State, we are expanding our operations to other states and developing tech-based innovations. Our core values are Here For You, Own It, Do the Right Thing, and Be Positive. We are seeking a Team Lead of Care Management for our Indiana team. This role requires travel throughout Indianapolis, IN, Gary, IN, Hammond, IN, and Valparaiso, IN. The Structured Family Caregiving program provides caregiving arrangements where a patient lives with a principal caregiver who offers daily support based on the patient's needs. The goal is to provide necessary care while promoting patient independence in a home environment, offering a range of care options as needs evolve. This service is designed for individuals who require nursing facility-level care, aiming to preserve patient dignity, self-respect, and privacy. The Health Coach Team Lead is crucial to our Indiana operations, overseeing and supervising a team of health coaches. This role involves working closely with waiver members, caregivers, and other stakeholders in various waiver programs. The primary objective is to ensure in-home visits and caregiver training meet contractual requirements. The Team Lead will collaborate with the Assistant Manager and state operations leadership to escalate issues requiring case management intervention. This role involves coaching team members, providing feedback, and fostering skill development, contributing to the team's success by turning challenges into opportunities.

Requirements

A Bachelor's degree or equivalent work experience.
Two or more years’ experience working with elderly disabled adults and caregivers.
1-3 years’ medical field experience and/or case management, home health; experience updating and maintaining case notes and completing case reviews.
Proficiency in using office software (e.g., Microsoft Office suite).
The ability to exercise judgment independently and voice noticeable issues or trends.
Strong verbal and written communication skills; ability to establish strong rapport to effectively communicate, guide, educate, and support waiver members and caregivers.
Strong problem solving skills; able to identify issues and escalate when appropriate.
Excellent time management, critical thinking, and active listening skills; able to multitask.
Possesses a high level of empathy and emotional intelligence.
Always maintain patient confidentiality; understands and adheres to HIPAA guidelines.
Organizational and multitasking skills.
Excellent communication, critical thinking, and organizational skills.

Nice To Haves

Previous supervisory or leadership experience preferred.
Experience using a CRM (Salesforce is a plus).
Strong proficiency in computer software navigation; Salesforce experience, a plus.

Responsibilities

Provide guidance, oversight, and support to Health Coaches who are responsible to perform initial home assessments (virtual and in-person) to screen for Home Health functional scale eligibility (ADL/IADL); develop caregiver emergency backup plan, manage inbound patient/caregiver inquires.
Ensure each Health Coach performs their tasks within required timeframes and meets an average of 3 in-home/virtual visits daily.
Develop and monitor processes for Health Coaches that provide clear direction on the reporting of any concerns regarding the waiver member or caregivers’ health, condition, surroundings, safety, or unmet needs.
Ensure Health Coaches are well versed and capable of entering comprehensive and concise case notes that provide a clear description of the patient’s condition and the caregivers ability to care for the patient.
Participates in the hiring, selection, and onboarding/training process for new Health Coaches to include training on outreach to Hospitals, Nursing Homes, Skilled Nursing Facilities, and Rehab centers to promote FreedomCare as an SFC Provider.
Ensure efficient day-to-day operations by analyzing, monitoring, and optimizing workflows, processes, and procedures. Identify areas for improvement and implement solutions to enhance productivity.
Perform audits of daily tasks and processes to identify opportunities for improvement and efficiency.
Serve as a subject matter expert in documenting and developing best practices and training material.
Monitor and evaluate the performance of team members, providing feedback and conducting 1:1’s and performance reviews.
Demonstrate excellent customer service and use proper de-escalation techniques.
Assist clients and caregivers who are participating in the program with questions they may have and work to resolve any issues that arise.
Participate in community outreach activities (some reimbursed travel may be required).
Complete ad hoc assigned tasks/projects accurately and efficiently.
Monitor key performance indicators (KPIs) and metrics to measure operational performance and identify areas for improvement regularly and implement corrective actions as needed.
Build a positive work environment and culture consistent with FreedomCare core values: Here for You, Positive, Own It, Do the Right Thing.
Ensure standard operating procedures are followed for operations functions.