Call Center Team Lead of Intake (Denver, CO)

Call Center Team Lead of Intake

Denver, CO

About Our Company

Started in 2016, FreedomCare is a healthcare company that is innovating and revolutionizing the way home care is delivered. We bring dignity and support to patients needing care in their homes and to the caregivers who care for them. We're the largest consumer-directed home care agency in NY State and are continually expanding our areas of focus including operations in other states and tech-based innovations.

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 for our Intake team in Colorado.

This is a hybrid position with a required commute into our beautiful office in the Denver Tech Center! Monday through Friday; Weekends off!

Department & Position Overview

This role is patient and caregiver-focused on providing a seamless customer service experience by effectively leading a team of empathetic and solutions-driven Intake Specialists. In this role, you will mentor and advise your team members to provide exceptional customer service to clients and caregivers.

Every day you will:

• Be the direct point-of-contact for team member inquiries, or concerns; respond to and resolve escalated or complex issues
• Manage the performance of 7 to 10 team members through active motivation, assessing performance, consistent communication, and effective feedback
• Monitor daily workflows to ensure that team members are meeting performance goals, following standard policies and procedures and remain within compliance guidelines
• Manage relationships with external partners/organizations
• Manage process improvement by identifying system or workflow areas of opportunity
• Responsible for disseminating information and training from senior management and other departments to their direct reports
• Interviews candidates, trains employees, and does continued training with their team

Ideal Candidate Will Possess

• Experience managing/supervisory a group or team of employees
• Exceptional experience leading, mentoring and developing their employees
• Experience with performance management
• Demonstrate proficiency in our Intake process and systems at FreedomCare
• We are looking for people with above average performance in monthly SOC category
• Self-motivated with a drive to exceed open case targets and metrics
• Strong analytical, organization and time management skills
• Ability to motivate team to meet and/or exceed case management targets or metrics
• Excellent communication, critical thinking and organizational skills
• Self-motivated, work independently and ability to make informed decisions
• Drives mission, core values and vision of the organization
• Must be able to travel to our Denver FreedomCare office 3 times a week
• Bilingual Spanish is strongly preferred

Why Work at FreedomCare?

We are here for you and committed to providing a best-in-class employee experience. We offer competitive compensation, medical benefits, retirement plans, wellness programs, fun company events and ongoing learning opportunities to grow your career.

This is a place where your voice matters, where we build great relationships, and your work has meaning and a tangible positive impact on others!

At FreedomCare, we celebrate diversity and are committed to creating an inclusive environment for all employees. We are an Equal Opportunity Employer and do not discriminate based upon race, religion, color, national origin, ancestry, age, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, status as a protected veteran, status as an individual with a disability, citizenship or immigration status, or other applicable legally protected characteristics. #INDLV

At FreedomCare, base pay is one part of our total compensation package and is determined within a range. This provides our employees with the opportunity to professionally grow and develop within a role. The base pay range for this role is between $23.00 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.

Compensation Range

$24 - $26 USD