Team Lead of Care (St. Charles, MO/ Hybrid)

FreedomCare•Saint Charles, MO

4d•Hybrid

About The Position

FreedomCare is hiring a Team Lead for its Missouri Care team. The role supports the company’s Consumer Directed Services (CDS) operations, a Medicaid home and community-based services model that lets eligible participants direct their own care and choose and manage attendants. The Team Lead manages, coaches, and develops a team of Specialists within State Operations, providing the workflow guidance, performance support, and accountability needed to deliver accurate, timely, compliant, and customer-focused service to patients and caregivers. The Team Lead translates operational priorities into daily execution by monitoring queues and performance, managing attendance and schedule adherence, maintaining quality standards, and resolving escalations. The role calls for people leadership, operational discipline, clear communication, data-informed coaching, and a compassionate, patient-first approach. The position is hybrid, with one day in the St. Charles, Missouri office and four days remote, Monday through Friday, 9:00 AM to 6:00 PM Central Time.

Requirements

High school diploma or equivalent required.
Experience managing, supervising, or informally leading a group or team of employees.
Ability to influence, motivate, and support employees while fostering accountability and high performance.
Strong analytical, organizational, critical-thinking, and time-management skills.
Ability to analyze data, identify performance trends, and implement improvement strategies.
Excellent verbal and written communication skills, including the ability to explain expectations, feedback, process changes, and next steps.
Effective conflict-resolution, decision-making, and problem-solving abilities.
Strong attention to detail and commitment to quality, compliance, and accurate documentation.
Knowledge of compliance requirements, privacy standards, and organizational policies and procedures, and ability to reinforce and monitor adherence across a team.
Ability to manage multiple priorities in a fast-paced environment with consistency, follow-through, and operational discipline.

Nice To Haves

Bachelor’s degree preferred.

Responsibilities

Directly supervise Specialists and execute daily operational priorities, including coaching, attendance and performance management, development planning, and recognition.
Serve as the primary contact for team members’ questions, concerns, and escalated issues; resolve issues promptly or escalate them appropriately.
Manage attendance, punctuality, and schedule adherence to support coverage, operational efficiency, and service-level goals.
Monitor daily workflows, workload distribution, call queue activity, and productivity to ensure expectations for performance, customer service, policy, procedure, and compliance are met.
Drive performance against KPIs, including quality scores, conversion rates, productivity, schedule adherence, attendance, and customer satisfaction.
Provide regular performance discussions, data-driven feedback, real-time coaching, and structured follow-up plans focused on productivity, efficiency, quality, compliance, and customer service.
Review service records, documentation, phone calls, quality audits, and operational data for accuracy, quality, compliance, and adherence to standards.
Use performance data, quality findings, customer feedback, and operational insights to create action plans and support continuous improvement and team objectives.
Ensure team adherence to company policies, standard operating procedures, HIPAA requirements, privacy standards, and applicable regulatory guidelines.
Identify system, workflow, and process improvements to enhance performance, quality, efficiency, compliance, and customer experience.
Communicate organizational updates, process changes, performance expectations, and training initiatives to direct reports and support consistent execution.
Interview, onboard, train, and develop Specialists while fostering accountability, engagement, continuous learning, and high performance.
Support relationships with external partners and organizations as needed to resolve operational issues and advance department objectives.