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

FreedomCare•St. Charles, MO

4d•$23 - $26•Hybrid

About The Position

FreedomCare is a healthcare company that provides consumer-directed home care services and supports patients receiving care at home and their caregivers. Its Missouri operations support Consumer Directed Services (CDS), a Medicaid home- and community-based services model that allows eligible participants to choose and manage attendants who help them live independently at home. The Team Lead manages, coaches, and develops a team of Specialists within State Operations. The role provides team members with guidance, workflow clarity, performance support, and accountability to ensure accurate, timely, compliant, and customer-focused service for patients and caregivers. The Team Lead translates operational priorities into daily execution by monitoring queues and performance, managing attendance and schedule adherence, supporting quality standards, and resolving escalations. This hybrid position is based in St. Charles, Missouri, with one day per week in the office and four days remote, Monday through Friday, 9:00 a.m. to 6:00 p.m. 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 explaining 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, with the ability to reinforce and monitor adherence.
Ability to manage multiple priorities in a fast-paced environment while maintaining 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, resolving them promptly or escalating as appropriate.
Manage and monitor attendance, punctuality, and schedule adherence to maintain coverage, operational efficiency, and service-level performance.
Monitor daily workflows, workload distribution, call queues, and productivity to ensure performance expectations, service standards, policies, procedures, and compliance guidelines 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.
Review service records, documentation, phone calls, quality audits, and operational data for accuracy, quality, compliance, and adherence to organizational standards.
Use performance data, quality findings, customer feedback, and operational insights to develop continuous-improvement action plans.
Reinforce adherence to company policies, standard operating procedures, HIPAA requirements, privacy standards, and applicable regulatory guidelines.
Identify system, workflow, and process improvements that support performance, quality, efficiency, compliance, and customer experience.
Communicate organizational updates, process changes, performance expectations, and training initiatives to direct reports and ensure 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.