[Hiring] Care Coordination Team Lead @TimeDoc Health, Inc.

Role Description

The Team Lead role is critical within the TimeDoc organization, as they are responsible for supporting, coaching and ensuring the success of the Care Coordinators on their team. This role is responsible for employee engagement and helping their team achieve high quality patient experiences while reaching departmental and organizational goals. The Team Lead collaborates with departments across the organization as it relates to the development and iteration of Care Management best practices and is passionate about delivering valuable, patient centric care. The Team Lead role is also provider facing, and often supports the Client Success team in problem solving and as an advocate for both patients and Care Coordinators.

Responsibilities

• Recognition of and engagement with your team in a positive, supportive and encouraging manner.
• Support interviewing, hiring, and training efforts for new care coordinators to ensure their success as TimeDoc Care Coordinators.
• Lead your team to peak operational effectiveness and efficiency with a laser focus on quality, in light of individual, team, practice and organizational key performance indicators.
• Monitor and manage a team of approximately 24 Care Coordinators.
• Provide effective coaching and identify learning opportunities for all members of your team by delivering feedback during ad hoc interactions, as well as, intentionally led one-on-ones.
• In partnership with leadership and HR, identify opportunities for individual improvement, including development and execution of performance improvement plans, when necessary.
• Actively participate in the Quality Assurance process, including collaboration with the Training and QA teams.
• Function as an advocate for your team, both internally and externally, by identifying opportunities for programmatic and operational improvements, to ensure your team is as effective as they can be.
• Oversee, facilitate and ensure staff education and adherence to regulatory requirements (HIPAA, FCC, Medicare, etc.).

Supervisory Responsibilities

• Manages the daily operations of assigned clinical team(s), including direct oversight of CNAs, MAs, LPNs, and RNs.
• Executes supervisory responsibilities in accordance with the organization's policies and applicable laws.

Qualifications

• Must possess and provide an active healthcare license or certification (e.g., CNA, CMA, RMA, LPN, LVN, RN, LCSW, or QMHP).
• At least one year of prior experience in a people management role (Supervisor, Team Lead, or similar).
• Prior experience working directly with patients in a Chronic Care Management (CCM) and/or Remote Patient Monitoring (RPM) program.
• A minimum of 6 months of experience working in a remote or telehealth environment.
• A track record of meeting or exceeding productivity goals and maintaining high Quality Assurance (QA) scores.
• Must be able to share in weekend Team Lead coverage per business need.

Preferred Qualifications

• Demonstrated mastery of self-awareness, relationship management, and the ability to manage emotional reactions in high-pressure situations.
• Strong background in "Developing Others," with specific experience delivering one-on-one coaching and creating Success Plans.
• Ability to not just follow workflows, but to think critically about "Agility" and "Driving Execution" to improve departmental best practices.
• Diversity & Inclusion: A proven ability to foster "Inclusivity" and generate collaborative solutions using diverse perspectives within a team of 24+ coordinators.
• Proficiency in a second language (e.g., Spanish) is highly desirable to support our diverse patient population.

Company Description

Founded in 2015, TimeDoc Health is a leader in Virtual Care Management (VCM) for healthcare providers - one of the largest new markets in healthcare. We enable providers to deliver truly continuous, comprehensive care by helping them establish care management programs for patients with chronic and behavioral health conditions. Our solution combines a care management SaaS platform, remote patient monitoring devices, and digital care management services to provide the personal touch often missing in healthcare.