Team Lead of National Expansion (Remote)

FreedomCare is a healthcare company that has been dedicated to revolutionizing the home care industry since 2016. We support our patients by ensuring they have the power to choose a caregiver who will care for them in the comfort of their own homes. Our mission spans coast to coast, supporting patients across the U.S.

We pride ourselves on our values which drive the level of care that we deliver to our patients:

• Here For You (An attitude of service, empathy, and availability)
• Own It (Drive and ownership)
• Do the Right Thing (High integrity)
• Be Positive (Great attitude and a can-do positive approach to challenges)

Join our team and make a positive impact on the lives of others! We are looking for a Team Lead on our National Expansion team.

This role leads a team of 7-8 Launch Specialists in a fast-paced call center environment. You will drive team success through analytics, performance reviews, and targeted coaching. The standard schedule for this position is Monday through Friday, 9:00 AM to 6:00 PM EST.

This is a remote position at this time with potential domestic travel for launch purposes.

The Team Lead of National Expansion oversees operations for the preparation and opening of new states. The ideal candidate has an innovative, entrepreneurial spirit as well as a passion for continually improving the way we do things. 

This position has a passion for helping people, aligning to FreedomCare’s core values. This position will ensure patients/caregivers receive the level of care and attention they deserve. This position will enable you to problem-solve and support our Launch Specialists in caring for each patient/caregiver request, ensuring that we always do the right thing for our members. 

• 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 

• 2+ years of relevant experience at FreedomCare or in a similar healthcare operations environment. 

• We are looking for people with 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