Team Lead of Michigan (Southfield, MI / Hybrid)

Department & Position Overview:

This role is a patient and caregiver focused leadership role providing a seamless customer service experience by effectively leading a team of empathetic and solutions-driven team members within our growing Michigan operations. The Team Lead will mentor and advise team members to provide exceptional service to patients and caregivers while supporting the day-to-day operational needs of the Michigan market.

Every Day You Will:

• Be the direct point-of-contact for team member inquiries or concerns; respond to and resolve escalated or complex issues
• Manage the performance of team members through active motivation, assessing performance, consistent communication, coaching, and effective feedback
• Monitor daily Michigan workflows to ensure team members are meeting performance goals, following standard policies and procedures, and remaining within applicable compliance guidelines
• Support operational activities associated with the MDHHS Adult Home Help Program and other applicable Michigan programs, service models, and operational needs as the market evolves
• Support the patient and caregiver journey from initial engagement through enrollment and service readiness, helping to identify and resolve barriers that may delay progression
• Monitor process improvement by identifying system or workflow areas of opportunity and supporting the development of scalable solutions for the growing Michigan market
• Support the development, implementation, and refinement of Michigan-specific workflows and operational processes as the state continues to grow
• Responsible for disseminating information and training from senior management and other departments to direct reports
• Monitor operational performance, workflow trends, capacity, and team readiness and escalate identified risks or barriers to Michigan leadership
• Collaborate with cross-functional teams to support Michigan operational needs and the successful progression of patients and caregivers
• Interview candidates, train employees, and provide continued training, coaching, and development to the team
• Support additional operational responsibilities as needed based on the evolving needs and growth of FreedomCare's Michigan market

Ideal Candidate Will Possess:

• Experience managing/supervising a group or team of employees
• Exceptional experience leading, mentoring, coaching, and developing employees
• Experience with performance management
• Demonstrated proficiency in FreedomCare processes and systems, with the ability to learn and support evolving Michigan-specific workflows
• Ability to lead effectively within a growing and evolving operation where processes, priorities, and responsibilities may continue to develop
• Self-motivated with a drive to meet and exceed operational targets and performance metrics
• Strong analytical, organizational, and time management skills
• Ability to motivate a team to meet and/or exceed operational targets and metrics
• Excellent communication, critical thinking, problem-solving, and organizational skills
• Self-motivated, able to work independently, and able to make informed decisions
• Ability to identify operational barriers and work collaboratively to develop effective solutions
• Adaptability and willingness to support expanding responsibilities as Michigan operations continue to grow
• Drives mission, core values, and vision

Preferred Qualifications:

• Bachelor's Degree in Business Administration or Healthcare Administration
• Experience working in a home care agency, hospital, healthcare organization, or healthcare operations environment
• Experience with Medicaid, community-based services, or Michigan healthcare programs preferred
• 3+ years experience managing 5+ employees
• Experience supporting a growing, emerging, or rapidly evolving operation is a plus
• Spanish bilingual is a plus