Team Lead of HomeCare Sales

Department & Position Overview:

FreedomCare’s Georgia operations support Structured Family Caregiving (SFC), a Medicaid home and community-based service option that helps eligible individuals receive daily care from a qualified live-in family caregiver, with coaching and oversight to support safe care at home.

The Team Lead is responsible for the day-to-day management, coaching, and development of a team of Homecare Sales Specialists. This team’s goal is to educate prospective patients and caregivers, assessing eligibility, and supporting enrollment progression through Service Record creation. 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 prospective patients.

The Team Lead of HomeCare Sales 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.

Every Day You Will:

• Directly supervise a team of Specialists, executing daily operational priorities, participating in coaching, attendance management, performance management, development planning, and recognition activities.
• Serve as the primary point of contact for team member questions, concerns, and escalated issues, ensuring timely resolution and appropriate escalation when needed.
• Manage and monitor attendance, punctuality, and schedule adherence to ensure adequate coverage, operational efficiency, and achievement of service-level goals.
• 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.
• Drive performance against established KPIs, including quality scores, conversion rates, productivity metrics, schedule adherence, attendance, customer satisfaction measures, and other operational indicators.
• Deliver effective coaching and development through regular performance discussions, data-driven feedback, real-time coaching, and structured follow-up plans focused on productivity, efficiency, quality, compliance, and customer service excellence.
• Conduct reviews of service records, documentation, phone calls, and operational data to ensure accuracy, quality, compliance, and adherence to organizational standards.
• Use performance data, quality findings, customer feedback, and operational insights to develop action plans that support continuous improvement and team objective achievement.
• Ensure team members consistently adhere to company policies, standard operating procedures, HIPAA requirements, privacy standards, and other applicable regulatory guidelines.
• Identify system, workflow, or process improvement opportunities that enhance team performance, quality, efficiency, compliance, and customer experience.
• Communicate organizational updates, process changes, performance expectations, and training initiatives from leadership and cross-functional teams to direct reports, ensuring understanding and consistent execution.
• Interview, onboard, train, and develop Specialists while fostering a culture of accountability, engagement, continuous learning, and high performance.
• Support relationships with external partners and organizations as needed to resolve operational issues and support department objectives.

Ideal Candidate Will Possess:

• High school diploma or equivalent required, bachelor’s degree preferred.
• Experience managing, supervising, or informally leading a group or team of employees
• Ability to influence, motivate, and support employees while fostering accountability and high performance.
• Strong analytical, organizational, critical-thinking, and time-management skills.
• Ability to analyze data, identify performance trends, and implement improvement strategies.
• Excellent verbal and written communication skills, with the ability to clearly explain expectations, feedback, process changes, and next steps.
• Effective conflict resolution, decision-making, and problem-solving abilities.
• Strong attention to detail and commitment to quality, compliance, and accurate documentation.
• Knowledge of compliance requirements, privacy standards, and organizational policies and procedures, with the ability to reinforce and monitor adherence across the team.
• Ability to manage multiple priorities in a fast-paced environment while maintaining consistency, follow-through, and operational discipline.