Team Lead of National Expansion (Cleveland, OH / Hybrid)

FreedomCare•Cleveland, OH

10d•Hybrid

About The Position

FreedomCare is a healthcare company founded in 2016, focused on revolutionizing the home care industry by empowering patients to choose their caregivers. The company operates nationwide and is committed to its core values: Here For You, Own It, Do the Right Thing, and Be Positive. The Team Lead of National Expansion for the Ohio team will be instrumental in supporting FreedomCare's growth strategy through the oversight of new state launches and expansion initiatives. This front-line leadership role involves coaching and developing Launch Specialists, ensuring operational excellence, maintaining compliance, and providing an exceptional experience for all stakeholders. The ideal candidate possesses a strong operational mindset, leadership skills, a passion for continuous improvement, and thrives in a fast-paced, dynamic environment.

Requirements

Minimum of 2 years of experience at FreedomCare or within a healthcare operations, care coordination, or similar service-focused environment.
Demonstrated record of strong performance and achievement of operational goals and key performance indicators.
Proficient in Salesforce, Microsoft Office Suite, and Google Workspace.
Ability to leverage technology and data to drive operational improvements and business outcomes.

Nice To Haves

Previous experience providing peer leadership, coaching, mentoring, or informal team leadership preferred.
Experience working with health plans, caregivers, patients, Medicaid programs, or healthcare operations is a plus.
Passion for improving access to high-quality home care services.
Strong leadership skills with the ability to motivate, coach, and develop others.
Excellent communication, interpersonal, and relationship-building skills.
Strong organizational, analytical, and problem-solving abilities.
Ability to prioritize competing demands and adapt in a rapidly changing environment.
Comfortable navigating ambiguity and supporting evolving business initiatives.
Highly accountable with a proactive, ownership-focused mindset.
Energized by ambitious goals and committed to achieving results through collaboration and continuous improvement.

Responsibilities

Partner with the Assistant Manager to support the performance and development of Launch Specialists.
Serve as the primary point of contact for team member questions, guidance, and issue resolution.
Provide ongoing coaching, mentorship, and real-time feedback to promote employee growth and success.
Foster a positive, collaborative team culture aligned with FreedomCare's mission and core values.
Assist with onboarding, training, and ongoing development of new and existing team members.
Participate in interviewing and hiring processes as needed.
Monitor daily workflows and team productivity to ensure performance goals, service levels, and key metrics are achieved.
Support workload balancing by assisting with inbound and outbound communications with caregivers, patients, Area Agencies on Aging (AAAs), Managed Care Organizations (MCOs), and other stakeholders as needed.
Identify operational challenges and proactively recommend process improvements.
Support the successful execution of state launch initiatives and operational readiness activities.
Conduct routine audits of calls, documentation, and Salesforce records to ensure adherence to quality standards, operational procedures, and compliance requirements.
Deliver constructive feedback and coaching opportunities based on audit findings.
Ensure team members consistently follow established workflows, policies, and regulatory guidelines.
Escalate complex operational or compliance concerns to leadership when appropriate.
Act as a liaison between leadership and team members by communicating updates, training materials, process changes, and organizational initiatives.
Collaborate with cross-functional departments to support operational goals and expansion activities.
Assist in documenting standard operating procedures, best practices, training resources, and process documentation.