Call Center Team Lead of Intake (Denver, CO)

Job summary

Lead and mentor a team of Intake Specialists to ensure a seamless customer service experience for patients and caregivers. Manage daily workflows, performance metrics, and process improvements while serving as the primary point of contact for escalations.

Job details

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 Intake for our team in Colorado. This position is leading a team of Intake Specialists out of our Denver, CO office. 9AM to 6PM; Weekends off! Department & Position Overview: This role is patient and caregiver-focused on providing a seamless customer service experience by effectively leading a team of empathetic and solutions-driven Intake Specialists. In this role, you will mentor and advise 8 team members to provide exceptional customer service to clients and caregivers. EVERY DAY YOU WILL: * Be the 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 * Monitor daily workflows to ensure that team members are meeting performance goals, following standard policies and procedures and remain within compliance guidelines * Manage relationships with external partners/organizations * Manage process improvement by identifying system or workflow areas of opportunity * Responsible for disseminating information and training from senior management and other departments to their direct reports * Interviews candidates, trains employees, and does continued training with their team Ideal Candidate Will Possess: * Experience managing/supervisory a group or team of employees * Exceptional experience leading, mentoring and developing their employees * Experience with performance management * Demonstrate proficiency in our Intake process and systems at FreedomCare * We are looking for people with above average performance in monthly SOC category * Self-motivated with a drive to exceed open case targets and metrics * Strong analytical, organization and time management skills * Ability to motivate team to meet and/or exceed case management targets or metrics * Excellent communication, critical thinking and organizational skills * Self-motivated, work independently and ability to make informed decisions * Drives mission, core values and vision of the organization * Bilingual Spanish is strongly preferred WHY WORK AT FREEDOMCARE? We are here for you and committed to providing a best-in-class employee experience, starting with the following offerings: * Medical, dental, and vision * Life, STD, and LTD insurance401(k) match * Wellness Programs * Internet * Reimbursement * Gym * Reimbursement * Competitive Compensation * Continued Education * Opportunities for growth 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. #INDLV At FreedomCare, base pay is one part of our total compensation package and is determined within a range. This provides our employees with the opportunity to professionally grow and develop within a role. The base pay range for this role is between $24.00 and $28.00 an hour at the commencement of your first year of employment. Compensation decisions are dependent upon a variety of factors which may include, but are not limited to: skill set, years of relevant experience, education, location, and licensure/certifications. Compensation Range $24—$28 USD

What you’ll do

Lead and mentor a team of Intake Specialists to ensure a seamless customer service experience for patients and caregivers. Manage daily workflows, performance metrics, and process improvements while serving as the primary point of contact for escalations.

Requirements

Requires previous experience in supervisory or management roles with a focus on employee development and performance management. Proficiency in intake processes and bilingual Spanish skills are strongly preferred.

Benefits

• Medical Benefits • Retirement Plans • Wellness Programs • Company Events • Learning Opportunities

Listed skills

• Customer service · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Team Leadership
• Performance Management
• Mentoring
• Customer Service
• Conflict Resolution
• Process Improvement
• Case Management
• Analytical Skills
• Time Management
• Critical Thinking
• Spanish Bilingualism
• Organizational Skills

Job areas

• Management & Leadership
• Healthcare
• Customer Service & Support
• Social Services