Team Lead of National Expansion (Remote)

FreedomCare•Holtsville, NY

13d•$24 - $26•Remote

About The Position

FreedomCare is a healthcare company dedicated to revolutionizing the home care industry since 2016, supporting patients nationwide by enabling them to choose a caregiver for in-home care. The company is driven by core values: Here For You, Own It, Do the Right Thing, and Be Positive. This role is for a Team Lead on the National Expansion team, responsible for leading a team of 7-8 Launch Specialists in a fast-paced call center environment. The position focuses on driving team success through analytics, performance reviews, and targeted coaching. It is a remote position with potential domestic travel for launch purposes. The Team Lead of National Expansion oversees operations for the preparation and opening of new states, requiring an innovative, entrepreneurial spirit and a passion for continuous improvement. The role aligns with FreedomCare’s core values by ensuring patients and caregivers receive excellent care and attention, problem-solving, and supporting Launch Specialists in caring for member requests.

Requirements

2+ years of relevant experience at FreedomCare or in a similar healthcare operations environment.
Above-average performance in the monthly SOC category.
Self-motivated with a drive to exceed open case targets and metrics and work independently.
Strong analytical, organizational and time management skills.
Ability to motivate the team to meet and/or exceed case management targets or metrics.
Excellent communication, critical thinking and organizational skills.
Comfortable wearing multiple hats, helping out where needed.
Proficient in the use of Salesforce, Microsoft Office and Google Suite.
Passion for improving home care.

Responsibilities

Collaborates with the Assistant Manager to support Launch Specialists in meeting productivity goals.
Flexibly supports Launch Specialists by handling inbound or outbound calls to caregivers, patients, AAAs, and MCOs as needed based on team workload.
Audits calls and Salesforce documentation to ensure quality standards are met and that key steps in the process are being followed; provides supportive coaching to help Launch Specialists feel empowered with the knowledge to continuously improve.
Assist with documenting and developing best practices and training material.
Be the direct point-of-contact for team member inquiries or concerns; Support team members in resolving issues and escalate complex cases as needed to the Assistant Manager.
Provide peer-to-peer coaching, share feedback, and help foster a positive team environment.
Monitor daily workflows to ensure that team members are meeting performance goals, following standard policies and procedures and remain within compliance guidelines.
Support team members in meeting KPIs by monitoring workflows and providing day-to-day guidance.
Responsible for communicating updated information and training from senior management and other departments to their direct reports.
Assists in interviewing candidates, training employees and providing additional training and support to their team.
Build a positive work environment and culture consistent with FreedomCare core values: Here for You, Be Positive, Own It, Do the Right Thing.