Team Lead of Ohio (Cleveland, OH / Hybrid)

Department & Position Overview:

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.

Team Leadership & Coaching

• Partner with the Assistant Manager to support the performance and development of Launch Specialists.
• Serve as the primary point of contact for team member questions, guidance, and issue resolution.
• Provide ongoing coaching, mentorship, and real-time feedback to promote employee growth and success.
• Foster a positive, collaborative team culture aligned with FreedomCare's mission and core values.
• Assist with onboarding, training, and ongoing development of new and existing team members.
• Participate in interviewing and hiring processes as needed.

Operational Excellence

• Monitor daily workflows and team productivity to ensure performance goals, service levels, and key metrics are achieved.
• 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.
• Identify operational challenges and proactively recommend process improvements.
• Support the successful execution of state launch initiatives and operational readiness activities.

Quality & Compliance

• Conduct routine audits of calls, documentation, and Salesforce records to ensure adherence to quality standards, operational procedures, and compliance requirements.
• Deliver constructive feedback and coaching opportunities based on audit findings.
• Ensure team members consistently follow established workflows, policies, and regulatory guidelines.
• Escalate complex operational or compliance concerns to leadership when appropriate.

Communication & Collaboration

• Act as a liaison between leadership and team members by communicating updates, training materials, process changes, and organizational initiatives.
• Collaborate with cross-functional departments to support operational goals and expansion activities.
• Assist in documenting standard operating procedures, best practices, training resources, and process documentation.

Education & Experience

• Minimum of 2 years of experience at FreedomCare or within a healthcare operations, care coordination, or similar service-focused environment.
• Demonstrated record of strong performance and achievement of operational goals and key performance indicators.
• Previous experience providing peer leadership, coaching, mentoring, or informal team leadership preferred.
• Experience working with health plans, caregivers, patients, Medicaid programs, or healthcare operations is a plus.

Qualifications

• Passion for improving access to high-quality home care services.
• Strong leadership skills with the ability to motivate, coach, and develop others.
• Excellent communication, interpersonal, and relationship-building skills.
• Strong organizational, analytical, and problem-solving abilities.
• Ability to prioritize competing demands and adapt in a rapidly changing environment.
• Comfortable navigating ambiguity and supporting evolving business initiatives.
• Highly accountable with a proactive, ownership-focused mindset.
• Proficient in Salesforce, Microsoft Office Suite, and Google Workspace.
• Ability to leverage technology and data to drive operational improvements and business outcomes.
• Energized by ambitious goals and committed to achieving results through collaboration and continuous improvement.

FreedomCare Core Competencies

Successful Team Leads consistently demonstrate:

• Leadership: Inspires and supports others to achieve shared goals.
• Accountability: Takes ownership of outcomes and follows through on commitments.
• Adaptability: Thrives in a dynamic and evolving environment.
• Continuous Improvement: Identifies opportunities to improve processes and outcomes.
• Customer Focus: Prioritizes the needs of patients, caregivers, and partners.
• Collaboration: Builds strong relationships across teams and departments.
• Communication: Delivers clear, timely, and effective communication at all levels.