Remote Team Lead of Caregiver Wellness na FreedomCare

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 Caregiver Wellness team.

This is a remote role with potential travel into our New York office or the FreedomCare hub closest to you for meetings and/or collaboration.

Department & Position Overview:

The Caregiver Wellness Team Lead role is a people leader, on the Caregiver Wellness team, responsible for monitoring a team of specialists with a focus on enhancing the Caregiver experience, by providing insight 

and assistance with employee benefits. 

 Operating with direction and supervision from the Manager, this role will be accountable to ensure team members follow the process, standards and procedures which support Caregiver in utilizing all their 

available benefits. 

 This position requires engaging with external providers such as Workers Compensation Adjusters to ensure the process is completed in a timely manner.

Every Day You Will:

Leading the Team  

• Accountable for the performance and development of the team of professionals or high performing non-exempt staff responsible for:  

• Deconstructing complex benefits concepts into digestible pieces to ensure not only awareness, but the comprehension of benefits to drive utilization and improve caregiver satisfaction   

• Manage workers compensation and disability claims processes including virtual court hearings. 

• Act as the direct point-of-contact for team member inquiries, or concerns; respond to and resolve escalated or complex issues  

• Recommend, create, and support process improvement by identifying system or workflow areas of opportunity and to eliminate redundancies   

• Interviews candidates, and oversee the development, maintenance, and implementation of training for new hires  

• Offer continued educational support for the team on updated procedures and change management   
   

Collaboration  

• Collaborative and effective communication with various departments including, but not limited to, Workforce Management, Technology, Care Team, as well as Payroll (as needed).  

• Apply understanding of the company and how to contribute, offering process enhancements, in order to work towards the achievement of departmental and organizational objectives  
    

Reporting  

• Responsible for maintaining and updating dashboards, ensuring reports are current to assess metrics, and evaluating the processing time for team members  

• Monitor daily workflows through Verint, Salesforce, and TalkDesk to ensure that team members are meeting performance goals, following standard policies and procedures and remain within compliance guidelines   

• Ability to export reports via Excel and utilize the xlookup function to review trends and areas of opportunity 

• Perform regular Quality Checks via Observe AI to ensure our Service Standard is being maintained 

Ideal Candidate Will Possess:

•  2+ years of relevant experience in a similar position 
• Ability to monitor team members daily workflow and tasks in a productive way  

• Establishes and tracks clear goals and expectations  

• Ensures team is equipped with the proper tools and understanding of processes and standards  

• Empower team members with both positive and constructive feedback   

• Proven track record of providing exceptional customer service and solid working proficiency of problem solving to handle escalations   

• Strong organizational skills with the ability to prioritize competing demands effectively  

• Detail oriented with the ability to self-motivate, with an analytical mindset to identify errors and inconsistencies, and sustain focus to tasks ongoing    

• Must have clear professional language when communicating internally and externally 

• Technical proficiency with the ability to navigate through multiple systems  

• Demonstrates fluency over all tools and resources specific to the role, with heavy reliance on Excel 

Nice-to-Haves:

• Bilingual in English and Spanish
• Previous healthcare experience

Why 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, citizenship or immigration status, or other applicable legally protected characteristics.

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