Care Team Lead

2 weeks ago

Great Neck, New York, United States FREEDOM CARE , LLC Full time

About FreedomCare:
FreedomCare is a pioneering healthcare organization dedicated to transforming the delivery of home care services. We prioritize dignity and support for both patients and caregivers, establishing ourselves as the largest consumer-directed home care agency in New York State. Our commitment to innovation extends beyond state lines as we explore new operational territories and technology-driven solutions.

Core Values:
Our organizational ethos is built on principles that guide our care delivery:

  • Here For You: A commitment to service, empathy, and availability.
  • Own It: Encouraging drive and accountability.
  • Do the Right Thing: Upholding high integrity.
  • Be Positive: Fostering a can-do attitude in facing challenges.

We invite you to join our mission and positively influence the lives of others. We are currently seeking a Team Lead for our Care department.

Position Overview:
This hybrid role involves leading a team of compassionate and solution-oriented Care Coordinators to ensure an exceptional customer service experience. You will mentor your team members, guiding them to provide outstanding support to clients and caregivers alike. Your positive outlook and problem-solving mindset will be essential in this role.

Key Responsibilities:

  • Act as the primary contact for team member inquiries and concerns.
  • Assist team members in navigating complex customer issues, resolving escalations, and ensuring efficient problem resolution.
  • Utilize various platforms to analyze data and monitor team performance, ensuring adherence to key performance indicators (KPIs).
  • Conduct ongoing performance management, including feedback, coaching, and annual reviews.
  • Lead and motivate a team of customer service representatives, setting performance expectations and providing constructive feedback.
  • Encourage open communication within the team and across departments.
  • Oversee daily workflows to ensure compliance with performance goals and policies.
  • Support management in the recruitment and training of new team members.
  • Analyze data to provide insights into team performance.
  • Embrace new challenges with enthusiasm and urgency.
  • Monitor key performance metrics to ensure operational success.
  • Conduct evaluations and reviews of team interactions.
  • Identify areas for process improvement and propose solutions to management.
  • Ensure adherence to quality standards and documented procedures.
  • Engage in special projects that showcase your skills in areas such as video development and presentation creation.

Qualifications:

  • Experience in HR, benefits, and compliance.
  • Understanding of workforce operations and partnership dynamics.
  • 1-2 years of leadership experience in coaching and developing staff.
  • 3+ years of customer service experience with a focus on delivering seamless service.
  • Ability to adapt to change and lead teams through transitions.
  • Proficiency in Microsoft Office Suite and the ability to leverage technology for problem-solving.
  • Strong organizational, communication, and problem-solving skills.

Ideal Candidate Attributes:

  • Ability to inspire teams to meet or exceed performance metrics.
  • Experience in leading cross-functional projects.
  • Familiarity with CRM systems.
  • Bilingual skills are a plus.

Why Choose FreedomCare?
At FreedomCare, we are dedicated to providing an exceptional employee experience. We offer competitive compensation, comprehensive benefits, retirement plans, wellness initiatives, and opportunities for professional development. Here, your contributions matter, and you will find a workplace that values relationships and meaningful work.

FreedomCare is an equal opportunity employer, committed to fostering an inclusive environment for all employees.

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