Team Lead of Welcome (Pennsylvania / 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 an Team lead of Welcome for our team in Pennsylvania.

This is a hybrid role that requires a commute/travel to our Pennsylvania office 4-5 times a month. Our offices are located in Philadelphia, Pittsburg and Harrisburg. Our Team Lead will travel to the FreedomCare hub closest to them.

 Department & Position Overview: 

This role is client-centric and focuses on providing a seamless customer service experience by effectively leading a team of empathetic and solutions-driven Welcome Specialists. In this role, you will mentor and advise your team members to provide exceptional customer service to clients and caregivers.  

We value your can-do positive attitude and desire to turn a negative into a positive. 

Every Day You Will: 

• 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. 
• Support process improvement by identifying system or workflow areas of opportunity.  
• Assist the management team with the interview processes for new candidates and new team member training. 
• Gather data on frequency of errors and provide feedback to leadership and training to agents. 
• Partner with technology department for department efficiencies and partner with Training & Development on training of agents 
• Able to assist team in completing work when needed and meet SLAs. 
• Conduct Audits 

 Ideal Candidate Will Possess: 

• Proven exceptional customer service; ability to provide seamless Customer Service experience including interacting with customers, answering customer inquiries, and effectively handling customer complaints. 
• Experience with data input, case review and building rapport and confidence with team. 
• Ability to motivate team to meet and/or exceed case management targets or metrics. 
• Computer proficiency required; ability to leverage technology to identify, research and solve customer issues.  
• Excellent communication and organization skills 
• Must have poise and patience when dealing with customers. 
• Independent self-starter with strong time management skills 
• Organized and excellent attention to details 
• Ability to provide feedback, both constructive and positive in an effective manner 
• Bilingual in English and Spanish, or other languages desired 
• knowledge of I-9 Form requirements and combination of documentation, USCIS (United States Citizenship and Immigration Services) extensions, Authorized Representative functions, and restrictions. 
• Coordinate resolutions and troubleshoot issues with team in timely manner. 
• Internal applicants must be in their current role for at least 12 full months. 
• Self-motivated and detail-oriented with the ability to handle multiple projects and tasks 

 Nice-to-Haves: 

• 3+ years of customer service experience 
• Previous medical field experience and/or case management 
• Subject Matter expert in Salesforce 
• Bachelor's Degree 

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.

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