Team Lead of National Expansion (Cleveland, OH / Hybrid)

About the role

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!

The Team Lead of National Expansion 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.

Responsibilities

• 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.
• Monitor daily workflows 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.
• Conduct routine audits of calls, documentation, and Salesforce records to