Call Center Team Lead of Intake; St. Charles, MO​/ In Person

Freedom Care 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.

• 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)

This is an in‑person role in our St. Charles, MO office. 9 AM to 6 PM;
Weekends off!

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.

• 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 remaining within compliance guidelines
• Manage relationships with external partners/organizations
• Manage process improvement by identifying system or workflow areas of opportunity
• Disseminate information and training from senior management and other departments to direct reports
• Interview candidates, train employees, and conduct continued training with the team

• Experience managing/supervisory a group or team of employees
• Exceptional experience leading, mentoring and developing employees
• Experience with performance management
• Proficiency in our Intake process and systems at Freedom Care
• Above‑average performance in monthly SOC category
• Self‑motivated with a drive to exceed open case targets and metrics
• Strong analytical, organizational 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 strongly preferred

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. We are a place where your voice matters, where we build great relationships, and where your work has meaning and a tangible positive impact on others!

At Freedom Care, 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.

At Freedom Care, base pay is one part of our total compensation package and is determined within a range. This provides our employees with the opportunity to grow professionally. The base pay range for this role is between $24.00 and $26.00 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—$26 USD