Team Lead of Care (St. Charles, MO/ Hybrid)

<p><span data-olk-copy-source="MailCompose">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.&nbsp;&nbsp;</span></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 <strong>Team Lead </strong>for our<strong> Care team in Missouri.</strong></p> <p><strong><em>This is a Hybrid role, 1 day in our St. Charles, Missouri office and 4 days remote, Monday through Friday 9AM to 6PM Central Time.&nbsp;</em></strong></p> <p><strong>Department &amp; Position Overview:</strong></p> <p><span data-contrast="none">FreedomCare’s Missouri operations support Consumer Directed Services (CDS), a Medicaid home and community-based services model that allows eligible participants who can direct their own care to choose and manage the attendants who help them live independently at home.</span><span data-ccp-props="{"201341983":0,"335559740":259}">&nbsp;</span></p> <p><span data-contrast="none">The Team Lead is responsible for the day-to-day management, coaching, and development of a team of Specialists within State Operations. This role ensures team members have the guidance, workflow clarity, performance support, and accountability needed to deliver accurate, timely, compliant, and customer-focused service to patients and caregivers.</span><span data-ccp-props="{"201341983":0,"335559685":25,"335559739":280,"335559740":271,"335559991":10}">&nbsp;</span></p> <p><span data-contrast="none">The Team Lead is critical in translating operational priorities into daily execution by monitoring queues, reviewing performance data, managing attendance and schedule adherence, supporting quality standards, and resolving escalations. This role requires strong people leadership, operational discipline, clear communication, data-informed coaching, and a commitment to developing high-performing teams while maintaining a compassionate, patient-first approach.</span><span data-ccp-props="{"201341983":0,"335559685":25,"335559739":280,"335559740":271,"335559991":10}">&nbsp;</span></p> <p><strong><span data-contrast="none"><span data-ccp-parastyle="heading 1">Every Day You Will:</span></span></strong></p> <ul> <li><span data-contrast="none"> Directly supervise a team of Specialists, executing daily operational priorities, participating in coaching, attendance management, performance management, development planning, and recognition activities.</span></li> <li><span data-contrast="none"> Serve as the primary point of contact for team member questions, concerns, and escalated issues, ensuring timely resolution and appropriate escalation when needed.</span></li> <li><span data-contrast="none"> Manage and monitor attendance, punctuality, and schedule adherence to ensure adequate coverage, operational efficiency, and achievement of service-level goals.</span></li> <li><span data-contrast="none"> Monitor daily workflows, workload distribution, call queue activity, and productivity to ensure team members meet performance expectations, customer service standards, policies, procedures, and compliance guidelines.</span></li> <li><span data-contrast="none"> Drive performance against established KPIs, including quality scores, conversion rates, productivity metrics, schedule adherence, attendance, customer satisfaction measures, and other oper