Team Lead of Care (Hybrid / Las Vegas, NV)

FreedomCare•Las Vegas, NV

48d•Hybrid

About The Position

Started in 2016, FreedomCare is a Healthcare company that is innovating and revolutionizing the way home care is delivered. We bring dignity and support to patients needing care in their homes and to the caregivers who care for them. We’re the largest consumer-directed home care agency in NY State, and are continually expanding our areas of focus including operations in other states and tech-based innovations. We pride ourselves on our values which drive the level of care that we deliver to our patients: Here For You (An attitude of service, empathy, and availability) Own It (Drive and ownership) Do the Right Thing (High integrity) Be Positive (Great attitude and a can-do positive approach to challenges) Join our team and make a positive impact on the lives of others! We are looking for a Team Lead of Care for our team in Nevada. This is a hybrid position with a required commute into our Las Vegas office 3 days a week and 2 days working remote Monday through Friday. Department & Position Overview: This role is client-centric and focuses on providing a seamless customer service experience by effectively leading a team of empathetic and solutions-driven Care Coordinators. In this role, you will mentor and advise your team members to provide exceptional customer service to clients and caregivers. We value your can-do positive attitude and desire to turn a negative into a positive.

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 organization 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; respond 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 for new candidates and new team member training