Team Lead of Health Coach

Summary

Join our team at FreedomCare as a Health Coach Team Lead in Indiana! This role is responsible for overseeing and supervising a team of health coaches, working closely with waiver members, caregivers, and other stakeholders participating in various waiver programs.

Requirements

• A Bachelor's degree or equivalent work experience is required
• Previous supervisory or leadership experience preferred. Ideally 2 years of supervisory experience
• Two or more years’ experience working with elderly disabled adults and caregivers
• 1-3 years’ medical field experience and/or case management, home health; experience updating and maintaining case notes and completing case reviews
• Proficiency in using office software (e.g., Microsoft Office suite)
• Experience using a CRM (Salesforce is a plus)
• The ability to exercise judgment independently and voice noticeable issues or trends
• Strong verbal and written communication skills; ability to establish strong rapport to effectively communicate, guide, educate, and support waiver members and caregivers
• Strong problem solving skills; able to identify issues and escalate when appropriate
• Excellent time management, critical thinking, and active listening skills; able to multitask
• Possesses a high level of empathy and emotional intelligence
• Strong proficiency in computer software navigation; Salesforce experience, a plus
• Always maintain patient confidentiality; understands and adheres to HIPAA guidelines

Responsibilities

• Provide guidance, oversight, and support to Health Coaches who are responsible to perform initial home assessments (virtual and in-person) to screen for Home Health functional scale eligibility (ADL/IADL); develop caregiver emergency backup plan, manage inbound patient/caregiver inquiries
• Ensure each Health Coach performs their tasks within required timeframes and meets an average of 3 in-home/virtual visits daily
• Develop and monitor processes for Health Coaches that provide clear direction on the reporting of any concerns regarding the waiver member or caregivers’ health, condition, surroundings, safety, or unmet needs
• Ensure Health Coaches are well versed and capable of entering comprehensive and concise case notes that provide a clear description of the patient’s condition and the caregivers ability to care for the patient
• Participates in the hiring, selection, and onboarding/training process for new Health Coaches to include training on outreach to Hospitals, Nursing Homes, Skilled Nursing Facilities, and Rehab centers to promote FreedomCare as an SFC Provider
• Ensure efficient day-to-day operations by analyzing, monitoring, and optimizing workflows, processes, and procedures. Identify areas for improvement and implement solutions to enhance productivity
• Perform audits of daily tasks and processes to identify opportunities for improvement and efficiency
• Serve as a subject matter expert in documenting and developing best practices and training material
• Monitor and evaluate the performance of team members, providing feedback and conducting 1:1’s and performance reviews
• Demonstrate excellent customer service and use proper de-escalation techniques
• Assist clients and caregivers who are participating in the program with questions they may have and work to resolve any issues that arise
• Participate in community outreach activities (some reimbursed travel may be required)
• Complete ad hoc assigned tasks/projects accurately and efficiently
• Monitor key performance indicators (KPIs) and metrics to measure operational performance and identify areas for improvement regularly and implement corrective actions as needed
• Build a positive work environment and culture consistent with FreedomCare core values: Here for You, Positive, Own It, Do the Right Thing
• Ensure standard operating procedures are followed for operations functions

Benefits

• Competitive compensation
• Medical benefits
• Retirement plans
• Wellness programs
• Fun company events
• Ongoing learning opportunities to grow your career