Team Lead of Ohio (Cleveland, OH / Hybrid)

FreedomCare is a healthcare company that has been dedicated to revolutionizing the home care industry since 2016. We support our patients by ensuring they have the power to choose a caregiver who will care for them in the comfort of their own homes. Our mission spans coast to coast, supporting patients across the U.S.

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 National Expansion for our Ohio team!

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.
The ideal candidate brings a strong operational mindset, leadership capabilities, and a passion for continuous improvement. They thrive in a fast-paced environment, embrace change, and are energized by helping others succeed. Through active coaching, quality oversight, and workflow management, the Team Lead ensures team members are equipped to deliver best-in-class service while supporting successful market expansion efforts.

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 workfl ows 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 fi ndings.
Ensure team members consistently follow established workfl ows, 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.

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, citizenship or immigration status, status as an individual with a disability, or other applicable legally protected characteristics.