Team Lead of Health Coach (Field Based)

FreedomCare•Douglasville, GA

5d•Remote

About The Position

FreedomCare is a healthcare company founded in 2016 that is revolutionizing home care delivery. We are the largest consumer-directed home care agency in NY State and are expanding our operations. We are seeking a Team Lead of Health Coach for our team in Georgia. This role supports Structured Family Caregiving (SFC), a Medicaid home and community-based service that assists eligible individuals in receiving daily care from a qualified live-in family caregiver, with coaching and oversight to support safe care at home. The Team Lead of Health Coach is responsible for the day-to-day management, coaching, and development of a team of Health Coach Specialists. This role ensures team members have the guidance, workflow clarity, performance support, and accountability needed to deliver timely, compliant, and high-quality in-home coaching and assessment support for patients and caregivers. This role is critical in translating operational priorities into daily execution by monitoring visit workflows, reviewing performance data, managing attendance and schedule adherence, supporting quality standards, and resolving escalations. This role partners closely with State Operations leadership to ensure Health Coach Specialists complete required visits, documentation, caregiver education, and escalations in accordance with program and compliance expectations.

Requirements

High school diploma or equivalent required, associate’s or bachelor’s degree preferred.
Experience managing, supervising, or informally leading a group or team of employees.
At least two years of experience working in community health, long-term care, and/or with adults who have chronic diseases.
Valid driver’s license and insurance; must have reliable transportation.
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, with the ability to clearly 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, with the ability to reinforce and monitor adherence across the team.
Ability to manage multiple priorities in a fast-paced environment while maintaining consistency, follow-through, and operational discipline.

Responsibilities

Directly supervise a team of Health Coach Specialists, executing daily operational priorities, participating in coaching, attendance management, performance management, development planning, and recognition activities.
Serve as the primary point of contact for team member questions, concerns, and escalated issues, ensuring timely resolution and appropriate escalation when needed.
Manage and monitor attendance, punctuality, and schedule adherence to ensure adequate coverage, operational efficiency, and achievement of service-level goals.
Monitor daily workflows, workload distribution, call queue activity, and productivity to ensure team members meet visit completion, documentation, customer service, and quality standards, policies, procedures, and compliance guidelines.
Drive performance against established KPIs, including quality scores, conversion rates, productivity metrics, schedule adherence, attendance, customer satisfaction measures, and other operational indicators.
Deliver effective coaching and development through regular performance discussions, data-driven feedback, real-time coaching, and structured follow-up plans focused on productivity, efficiency, quality, compliance, and customer service excellence.
Conduct reviews of visit documentation, service records, quality audits, and operational data to ensure accuracy, quality, compliance, and adherence to organizational standards.
Conduct periodic side-by-side quality-observation visits with Health Coaches during routine in-home coaching visits to evaluate adherence to SFC visit expectations, member and caregiver engagement, documentation quality, identification and escalation of concerns, and overall effectiveness of the coaching provided.
Use performance data, quality findings, customer feedback, and operational insights to develop action plans that support continuous improvement in how we support patients, caregivers, visit quality, and care continuity.
Ensure team members consistently adhere to company policies, standard operating procedures, HIPAA requirements, privacy standards, and other applicable regulatory guidelines.
Identify system, workflow, or process improvement opportunities that enhance team performance, quality, efficiency, compliance, and customer experience.
Communicate organizational updates, process changes, performance expectations, and training initiatives from leadership and cross-functional teams to direct reports, ensuring understanding and consistent execution.
Interview, onboard, train, and develop Specialists while fostering a culture of accountability, engagement, continuous learning, and high performance.
Support relationships with external partners and organizations as needed to resolve operational issues and support department objectives.