Team Lead of Pre Care

FreedomCare•Douglasville, GA

5d•Hybrid

About The Position

FreedomCare is seeking a Team Lead of Pre Care for its Georgia operations, which support Structured Family Caregiving (SFC), a Medicaid home and community-based service option. SFC helps eligible individuals receive daily care from a qualified live-in family caregiver, with coaching and oversight to support safe care at home. The Team Lead manages, coaches, and develops Homecare Sales Specialists who educate prospective patients and caregivers, assess eligibility, and support enrollment progression through Service Record creation. The role translates operational priorities into daily execution by monitoring queues, reviewing performance data, managing attendance and schedule adherence, supporting quality standards, and resolving escalations. The Team Lead provides workflow clarity, performance support, and accountability so the team delivers accurate, timely, compliant, and customer-focused service while maintaining a compassionate, patient-first approach. This is a hybrid role with three days in the Douglasville, Georgia office and two days remote. The schedule is Monday through Friday, 9:00 a.m. to 6:00 p.m. 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 explaining 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 team adherence.
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 Specialists and carry out daily operational priorities, coaching, attendance and performance management, development planning, and recognition activities.
Serve as the primary contact for team members’ questions, concerns, and escalated issues, resolving them promptly or escalating when appropriate.
Manage attendance, punctuality, and schedule adherence to ensure adequate coverage, operational efficiency, and service-level goal achievement.
Monitor workflows, workload distribution, call queue activity, and productivity to ensure performance expectations and customer service, policy, procedure, and compliance standards are met.
Drive performance against KPIs, including quality scores, conversion rates, productivity, schedule adherence, attendance, and customer satisfaction measures.
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 improvement plans and support team objectives.
Reinforce adherence to company policies, standard operating procedures, HIPAA requirements, privacy standards, and applicable regulatory guidelines.
Identify system, workflow, and process improvements that could enhance performance, quality, efficiency, compliance, and customer experience.
Communicate organizational updates, process changes, performance expectations, and training initiatives to direct reports and ensure understanding and consistent execution.
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.