Team Lead of Care (St. Charles, MO/ Hybrid)

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 Care team in Missouri.

This is a Hybrid role, 1 day in our St. Charles, Missouri office and 4 days remote, Monday through Friday 9AM to 6PM Central Time. 

Department & Position Overview:

FreedomCare’s Missouri operations support Consumer Directed Services (CDS), a Medicaid home and community-based services model that allows eligible participants who can direct their own care to choose and manage the attendants who help them live independently at home. 

The Team Lead is responsible for the day-to-day management, coaching, and development of a team of Specialists within State Operations. 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 patients and caregivers. 

The Team Lead 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, quality audits, 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.

 Requirements for the role:

• 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.

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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