Team Lead of Care (Indiana / 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 for our Care team in Indiana. 

This role is remote with potential travel to the FreedomCare hub closest to you.

This role is client-centric and focuses on providing a seamless customer service experience by effectively leading a team of empathetic and solutions-driven Care Coordinators and Team Support Specialists. In this role, you will mentor and advise your team members to provide exceptional customer service to clients and caregivers. 

We value your can-do, positive attitude and desire to turn a negative into a positive.

• Direct point-of-contact for team member inquiries or concerns; responds to and resolve escalated or complex issues
• Manage the performance of 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
• Support process improvement by identifying system or workflow areas of opportunity 
• Assist the management team with the interview processes and new team member training

• Experience managing/supervisory employees
• Exceptional experience leading, mentoring and developing their employees
• Experience with performance management  
• 3+ years customer service experience; ability to provide a seamless Customer Service experience including interacting with customers, answering customer inquiries, and effectively handling customer complaints
• Experience with data input, case review and building rapport and confidence with team
• Ability to motivate team to meet and/or exceed case management targets or metrics
• Computer proficiency required; ability to leverage technology to identify, research and solve customer issues 
• Excellent communication and organizational skills
• Must have poise and patience when dealing with customers
• Bilingual in English and Spanish, or other languages desired