Team Lead of Ohio (Cleveland, OH / Hybrid)

<p>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.</p> <p>We pride ourselves on our values which drive the level of care that we deliver to our patients:</p> <ul> <li>Here For You (An attitude of service, empathy, and availability)</li> <li>Own It (Drive and ownership)</li> <li>Do the Right Thing (High integrity)</li> <li>Be Positive (Great attitude and a can-do positive approach to challenges)</li> </ul> <p>Join our team and make a positive impact on the lives of others! We are looking for a Team Lead of National Expansion for our Ohio team!</p> <p><strong>Department &amp; Position Overview:</strong></p> <p>The Team Lead of Ohio plays a critical role in supporting FreedomCare's growth strategy by overseeing day-to-day operational execution related to new state launches and expansion initiatives. This role serves as a front-line leader responsible for coaching, developing, and supporting Launch Specialists while ensuring operational excellence, compliance, and an exceptional experience for patients, caregivers, and external partners.<br>The ideal candidate brings a strong operational mindset, leadership capabilities, and a passion for continuous improvement. They thrive in a fast-paced environment, embrace change, and are energized by helping others succeed. Through active coaching, quality oversight, and workflow management, the Team Lead ensures team members are equipped to deliver best-in-class service while supporting successful market expansion efforts.</p> <p><span style="text-decoration: underline;"><strong>Team Leadership &amp; Coaching</strong></span><br>Partner with the Assistant Manager to support the performance and development of Launch Specialists.<br>Serve as the primary point of contact for team member questions, guidance, and issue resolution.<br>Provide ongoing coaching, mentorship, and real-time feedback to promote employee growth and success.<br>Foster a positive, collaborative team culture aligned with FreedomCare's mission and core values.<br>Assist with onboarding, training, and ongoing development of new and existing team members.<br>Participate in interviewing and hiring processes as needed.</p> <p><span style="text-decoration: underline;"><strong>Operational Excellence</strong></span><br>Monitor daily workfl ows and team productivity to ensure performance goals, service levels, and key metrics are achieved.<br>Support workload balancing by assisting with inbound and outbound communications with caregivers, patients, Area Agencies on Aging (AAAs), Managed Care Organizations (MCOs), and other stakeholders as needed.<br>Identify operational challenges and proactively recommend process improvements.<br>Support the successful execution of state launch initiatives and operational readiness activities.</p> <p><span style="text-decoration: underline;"><strong>Quality &amp; Compliance</strong></span><br>Conduct routine audits of calls, documentation, and Salesforce records to ensure adherence to quality standards, operational procedures, and compliance requirements.<br>Deliver constructive feedback and coaching opportunities based on audit fi ndings.<br>Ensure team members consistently follow established workfl ows, policies, and regulatory guidelines.<br>Escalate complex operational or compliance concerns to leadership when appropriate.</p> <p><span style="text-decoration: underline;"><strong>Communication &amp; Collaboration</strong></span><br>Act as a liaison between leadership and team members by communicating updates, training materials, process changes, and organizational initiatives.<br>Collaborate with cross-functional departments to support operational goals and expansion activities.<br>Assist in documenting standard operating procedu