Team Lead of Care (Indianapolis, IN / Hybrid)
About The Position
FreedomCare is a healthcare company founded in 2016, dedicated to revolutionizing the home care industry by empowering patients to choose their caregivers. The company operates nationwide and is driven by core values: Here For You, Own It, Do the Right Thing, and Be Positive. This hybrid role is based in Indianapolis, IN, requiring 3 days in the office and 2 days remote, Monday through Friday, 9 AM to 6 PM Eastern Time. The position is client-centric, focusing on delivering an exceptional customer service experience by leading a team of Care Coordinators and Team Support Specialists. The Team Lead will mentor and guide their team to provide outstanding service to clients and caregivers, embodying a positive and solutions-oriented approach.
Requirements
- Experience managing/supervisory employees
- Exceptional experience leading, mentoring and developing their employees
- Experience with performance management
- 3+ years customer service experience; ability to provide a seamless Customer Service experience including interacting with customers, answering customer inquiries, and effectively handling customer complaints
- Experience with data input, case review and building rapport and confidence with team
- Ability to motivate team to meet and/or exceed case management targets or metrics
- Computer proficiency required; ability to leverage technology to identify, research and solve customer issues
- Excellent communication and organizational skills
- Must have poise and patience when dealing with customers
Nice To Haves
- Bilingual in English and Spanish, or other languages desired
Responsibilities
- Direct point-of-contact for team member inquiries or concerns; responds to and resolve escalated or complex issues
- Manage the performance of 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
- Support process improvement by identifying system or workflow areas of opportunity
- Assist the management team with the interview processes and new team member training
Benefits
- medical benefits
- retirement plans
- wellness programs
- ongoing learning opportunities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
