Team Lead of National Expansion

Role Description

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 will ensure patients/caregivers receive the level of care and attention they deserve.

Every Day You Will:

• Collaborate with the Assistant Manager to support Launch Specialists in meeting productivity goals.
• Flexibly support Launch Specialists by handling inbound or outbound calls to caregivers, patients, AAAs, and MCOs as needed based on team workload.
• Audit calls and Salesforce documentation to ensure quality standards are met and that key steps in the process are being followed; provide 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.
• Communicate updated information and training from senior management and other departments to their direct reports.
• Assist 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.

Qualifications

• 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.

Benefits

• Competitive compensation.
• Medical benefits.
• Retirement plans.
• Wellness programs.
• Fun company events.
• Ongoing learning opportunities to grow your career.

Compensation Range

The base pay range for this role is between $24.00 and $26.00 an hour at the commencement of your first year of employment. Compensation decisions are dependent upon a variety of factors which may include, but are not limited to: skill set, years of relevant experience, education, location, and licensure/certifications.