Team Lead of National Expansion (Cleveland, OH / Hybrid)
About The Position
The Team Lead of National Expansion plays a critical role in supporting FreedomCare's growth strategy by overseeing day-to-day operational execution related to new state launches and expansion initiatives. This role serves as a front-line leader responsible for coaching, developing, and supporting Launch Specialists while ensuring operational excellence, compliance, and an exceptional experience for patients, caregivers, and external partners. The ideal candidate brings a strong operational mindset, leadership capabilities, and a passion for continuous improvement. They thrive in a fast-paced environment, embrace change, and are energized by helping others succeed. Through active coaching, quality oversight, and workflow management, the Team Lead ensures team members are equipped to deliver best-in-class service while supporting successful market expansion efforts.
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.
- 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.
- Proficient in Salesforce, Microsoft Office Suite, and Google Workspace.
- Ability to leverage technology and data to drive operational improvements and business outcomes.
- Energized by ambitious goals and committed to achieving results through collaboration and continuous improvement.
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.
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.
Benefits
- competitive compensation
- medical benefits
- retirement plans
- wellness programs
- fun company events
- ongoing learning opportunities to grow your career
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
