Call Center Team Lead of Care (Medicaid in Missouri)

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 Care team in Missouri.

This is a remote role with occasional travel to one of our offices—Kansas City, MO; Springfield, MO; or St. Louis, MO. Must reside in Missouri.

Department & Position Overview:

This role is client-centric and focuses on providing seamless customer service experience by effectively leading a team of 8 empathetic and solutions-driven Care Specialists. In this role, you will mentor and advise your 8 team members to provide exceptional customer service to clients and caregivers. Case management, Medicaid experience in Missouri, call center experience would be a plus and our style focus is more on quality than numbers. Specifically soft skills, empathy, active listening building rapport.

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

Every Day You Will:  

• Serve as the direct point-of-contact for team member inquiries and concerns
• Guide team members in handling complex customer inquiries, resolving escalations, and ensuring that issues are resolved efficiently and effectively 
• Navigate across multiple platforms to review data and monitor team performance, ensuring adherence KPIs to reach manage the performance of team members through active motivation, assessing performance, consistent communication, and effective feedback  
• Conduct ongoing performance management throughout the year to include feedback, coaching, and corrective action making recommendations about appropriate performance actions timely and perform annual performance review of team members 
• Lead, motivate, and support a team of customer service representatives, navigating across multiple platforms to review data ensuring adherence to KPIs, analyzing reports on team performance and metrics, setting performance expectations, assessing performance, and providing ongoing coaching and constructive feedback 
• Foster open and effective communication, creating a feedback loop within the team and with other departments 
• Monitor daily workflows to ensure that team members are meeting performance goals, following standard policies and procedures and remain within compliance guidelines  
• Assist the management team with the interview processes for new candidates and new team member training  
• Demonstrate ability to analyze and interpret data to tell the performance story of the team member.  
• Takes on new opportunities and challenges with a high sense of urgency and enthusiasm. 
• Closely monitor key performance metrics to ensure the success of our operations 
• Conduct call reviews, evaluations, and observational reviews  
• When inefficiencies or areas of process improvement are identified, propose creative solutions and present to management for consideration 
• Ensure that team members are adhering to quality standards, documented processes, policies, and procedures and utilizing the Knowledge Base to ensure consistent operations 

Requirements for the role: 

• Minimum of 1-2 years of leadership experience in managing, coaching and developing employees
• Experience with performance management and corrective action 
• 3+ years customer service experience; ability to provide seamless Customer Service experience including interacting with customers, answering customer inquiries, and effectively handling customer complaints  
• Demonstrated ability to navigate change successfully and adapt quickly 
• Experience leading team through change using situational coaching skill & emotional intelligence 
• Proficiency in MS Word, Excel, Outlook and PowerPoint; ability to leverage technology to identify, research and solve customer issues  
• Strong organizational and problem-solving skills, and the ability to work independently 
• Effective verbal and communication skills  
• Healthcare background working with patients and/or caregivers.

Ideal Candidate Will Possess:  

• Ability to motivate teams to meet and/or exceed case management targets or metrics  
• Experiencing leading a call center team in a healthcare environment
• Experience participating in and/or leading cross functional projects and departmental initiatives as subject matter experts for the Care department  
• Knowledge working with a CRM – i.e.: Salesforce, Medflyt or HHAX, Verint, Observe AI 

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.

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