Team Lead of Engagement (St. Louis / Hybrid)

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 Engagement team in Missouri.

This is a hybrid role based out of Springfield, MO or St. Louis, MO. 

Department & Position Overview:
As a member of the Engagement team at FreedomCare, your main purpose as a Team Lead will be to connect and engage with people from our Missouri team and start a relationship with those who are interested in having home care for themselves or a loved one.

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

Every Day You Will:

• Listen to agents calls and review employees work for accuracy and sales tactic
• Conduct training sessions to develop team on Sales tactics and process updates 
• Conduct 1-on-1 and group meetings with employees and vendors
• Direct point-of-contact for team member inquiries, or concerns; respond to and resolve escalated or complex issues
• Manage the performance of team members through active motivation, assessing performance, consistent communication, and effective feedback
• Interviews candidates, trains employees, and does continued training with their team
• Monitor daily workflows to ensure that team members are meeting qualitative and quantitative goals, following standard policies and procedures and remain within compliance guidelines
• Manage process improvement by identifying system or workflow areas of opportunity 
• Handle escalation 
• Recommend process improvements and assist with the implementation of new processes or initiatives 

Ideal Candidate Will Possess:

• Ability to provide feedback and training to team members in a tactful way
• Ability to build and maintain relationships with team members
• Ability to conduct team meetings and 1-on-1s 
• Experience managing/supervisory a group or team of employees
• Exceptional experience leading, mentoring and developing their employees
• Experience with performance management 
• Strong sales driven experience 
• 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 ands ability to make  informed decisions
• Customer focused and adaptability to different personality types

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, citizenship or immigration status, status as an individual with a disability, or other applicable legally protected characteristics.

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