Team of lead of Care (NY, Hybrid)
: Job Details :

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.This is a HYBRID position with travel to our Lake Success, NY office Tues, Wednesday and Thursday each week.Department & Position Overview:This role is client-centric and focuses on providing a seamless customer service experience by effectively leading a team of empathetic and solutions-driven Care Coordinators. In this role, you will mentor and advise your team members to provide exceptional customer service to clients and caregivers. 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 concernsGuide team members in handling complex customer inquiries, resolving escalations, and ensuring that issues are resolved efficiently and effectivelyNavigate 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 feedbackConduct 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 membersLead, 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 feedbackFoster open and effective communication, creating a feedback loop within the team and with other departmentsMonitor daily workflows to ensure that team members are meeting performance goals, following standard policies and procedures and remain within compliance guidelinesAssist the management team with the interview processes for new candidates and new team member trainingDemonstrate 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 operationsConduct call reviews, evaluations, and observational reviewsWhen inefficiencies or areas of process improvement are identified, propose creative solutions and present to management for considerationEnsure that team members are adhering to quality standards, documented processes, policies, and procedures and utilizing the Knowledge Base to ensure consistent operationsWork on stretch assignments showcasing skillsets like video development, presentation creation, and meeting facilitationRequirements for the role:Experience with HR, Benefits & complianceUnderstanding of Workforce operations and level of partnershipMinimum of 1-2 years of leadership experience in managing, coaching and developing employeesExperience with performance management and corrective action3+ years customer service experience; ability to provide a seamless Customer Service experience including interacting with customers, answering customer inquiries, and effectively handling customer complaintsDemonstrated ability to navigate change successfully and adapt quicklyExperience leading team through change using situational coaching skill & emotional intelligenceProficiency in MS Word, Excel, Outlook and PowerPoint; ability to leverage technology to identify, research and solve customer issuesStrong organizational and problem-solving skills, and the ability to work independentlyEffective verbal and communication skillsIdeal Candidate Will Possess:Ability to motivate team to meet and/or exceed case management targets or metricsExperience participating in and/or leading cross functional projects and departmental initiatives as subject matter experts for the Care departmentKnowledge working with a CRM - i.e.: Salesforce, Medflyt or HHAX, Verint, Observe AIBilingual in English and Spanish, or other languages desiredWhy 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, or other applicable legally protected characteristics.#INDLVAt FreedomCare, base pay is one part of our total compensation package and is determined within a range. This provides our employees with the opportunity to professionally grow and develop within a role. The base pay range for this role is between $23.00 and $27.00 an hour at the commencement of your first year of employment. Compensation decisions are dependent upon a variety of factors which may include, but are not limited to: skill set, years of relevant experience, education, location, and licensure/certifications.Salary Range$23-$27 USD