Team Lead of Care (Indianapolis, IN / Remote)

FreedomCare•Indianapolis, IN

1d•Remote

About The Position

FreedomCare is a healthcare company dedicated to revolutionizing home care and supporting patients in choosing caregivers who provide care in their homes. The Team Lead of Care leads the Indiana Care team and helps deliver a seamless customer service experience for clients and caregivers. This is a remote role with occasional travel to Indiana. The Team Lead mentors and advises Care Coordinators and Team Support Specialists, supporting them in delivering exceptional service. The position handles team member inquiries and escalated issues, oversees performance and daily workflows, supports process improvement, and assists with interviewing and training new team members.

Requirements

Experience managing or supervising employees.
Exceptional experience leading, mentoring, and developing employees.
Experience with performance management.
At least 3 years of customer service experience, including interacting with customers, answering inquiries, and handling complaints effectively.
Experience with data input and case review, and ability to build rapport and confidence with the team.
Ability to motivate a team to meet or exceed case management targets or metrics.
Computer proficiency and ability to use technology to identify, research, and solve customer issues.
Excellent communication and organizational skills.
Poise and patience when dealing with customers.

Nice To Haves

Bilingual in English and Spanish, or other languages.

Responsibilities

Serve as the direct point of contact for team member inquiries or concerns and resolve escalated or complex issues.
Manage team member performance through motivation, performance assessment, consistent communication, and effective feedback.
Monitor daily workflows to ensure the team meets performance goals, follows standard policies and procedures, and remains within compliance guidelines.
Identify system or workflow opportunities to support process improvement.
Assist the management team with interview processes and training new team members.
Mentor and advise Care Coordinators and Team Support Specialists to help provide exceptional customer service to clients and caregivers.