Team Lead of Engagement (Indianapolis, IN / Remote)

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 of Engagement for our team in Indiana. 

This role is remote with potential travel to the FreedomCare hub closest to you.

Department & Position Overview: 

As a member of the Engagement Team at FreedomCare, your main purpose as a Team Lead will be to connect and engage with people in Indiana and start a relationship with those who are interested in having home care for themselves or a loved one. 

This role is patient and caregiver focused on providing a seamless customer service experience by effectively leading a team of empathetic and solutions-driven Engagement Specialists. In this role, you will mentor and advise your team members to provide exceptional customer service to patients and caregivers.  

Every Day You Will: 

• Listen to agents calls and review employees work for accuracy and sales tactic 
• Run training sessions to develop team on Sales tactics and process updates  
• Conduct both 1-on-1 and group meetings with employees and vendors 
• 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, and effective feedback 
• Interviews candidates, trains employees, and does continued training with their team 
• Monitor daily workflows to ensure that team members are meeting qualitative and quantitative goals, following standard policies and procedures and remain within compliance guidelines 
• Manage process improvement by identifying system or workflow areas of opportunity  
• Handle escalation  
• Recommend process improvements and assist with the implementation of new processes or initiatives  

Ideal Candidate Will Possess: 

• Ability to provide feedback and training to team members in a tactful way 
• Ability …