Team Lead of Pre Care

FreedomCare•Douglasville, GA

6d•$23 - $26•Hybrid

About The Position

FreedomCare is a healthcare company that provides consumer-directed home care and supports patients and caregivers. Its Georgia operations support Structured Family Caregiving (SFC), a Medicaid home and community-based service option that enables eligible individuals to receive daily care from a qualified live-in family caregiver, with coaching and oversight to support safe care at home. The Team Lead of Pre Care manages, coaches, and develops a team of Homecare Sales Specialists. The team educates prospective patients and caregivers, assesses eligibility, and supports enrollment progression through Service Record creation. The Team Lead provides workflow guidance, performance support, and accountability to help ensure accurate, timely, compliant, and customer-focused service. This role translates operational priorities into daily execution by monitoring queues, reviewing performance data, managing attendance and schedule adherence, supporting quality standards, and resolving escalations. It requires people leadership, operational discipline, clear communication, data-informed coaching, and a compassionate, patient-first approach. The role is hybrid, with three days in the Douglasville, Georgia office and two days remote, Monday through Friday, 9:00 AM to 6:00 PM Eastern Time.

Requirements

High school diploma or equivalent required.
Experience managing, supervising, or informally leading a group or team of employees.
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, including the ability to explain expectations, feedback, process changes, and next steps clearly.
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 a team.
Ability to manage multiple priorities in a fast-paced environment while maintaining consistency, follow-through, and operational discipline.

Nice To Haves

Bachelor’s degree preferred.

Responsibilities

Directly supervise a team of Specialists and execute daily operational priorities, including coaching, attendance and performance management, development planning, and recognition.
Serve as the primary point of contact for team member questions, concerns, and escalated issues, resolving them promptly or escalating as appropriate.
Manage 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 support performance expectations, customer service standards, policies, procedures, and compliance guidelines.
Drive performance against KPIs, including quality scores, conversion rates, productivity, schedule adherence, attendance, customer satisfaction, and other operational indicators.
Provide regular performance discussions, data-driven feedback, real-time coaching, and structured follow-up plans focused on productivity, efficiency, quality, compliance, and customer service.
Review Service Records, documentation, phone calls, and operational data for accuracy, quality, compliance, and adherence to organizational standards.
Use performance data, quality findings, customer feedback, and operational insights to create action plans for continuous improvement and achievement of team objectives.
Ensure team adherence to company policies, standard operating procedures, HIPAA requirements, privacy standards, and other applicable regulatory guidelines.
Identify system, workflow, and process improvement opportunities to enhance 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.
Interview, onboard, train, and develop Specialists while fostering accountability, engagement, continuous learning, and high performance.
Support relationships with external partners and organizations as needed to resolve operational issues and support department objectives.