Care Team Coach (Member Specialist & Virtual Companion Coach Role)

Shelby American, Inc.; Northbrook (IL); Remote; USD 50,000 - 90,000; Full time

Job summary

An innovative company focused on transforming caregiving is seeking a Care Team Coach. In this full-time remote role, you will lead and develop a team dedicated to providing exceptional support to aging clients. Your responsibilities will include monitoring quality, coaching team members, and ensuring operational excellence. You will play a crucial role in enhancing member satisfaction and driving team performance through effective coaching. If you are passionate about making a difference in the lives of others and have a strong background in healthcare or customer service, this opportunity is perfect for you.

Qualifications

• 3+ years supervisory experience in healthcare or customer service.
• Proven track record in performance coaching and development.

Responsibilities

• Lead daily team operations and monitor real-time performance.
• Conduct quality assessments and provide actionable feedback.

Skills

Supervisory experience

Performance coaching

Analytical skills

Problem-solving

Tools

Workforce management tools

CRM systems

Job description

All Jobs > Care Team Coach (Member Specialist & Virtual Companion Coach Role)

Care Team Coach (Member Specialist & Virtual Companion Coach Role)
Remote Worker - N/A

Description

Company Overview

Homethrive was born from personal experience. Our founders grappled with the overwhelming challenges of caregiving for family members while balancing their work lives. They recognized the need for a streamlined, more efficient solution. Enter Homethrive!

Our Mission

Homethrive transforms aging and caregiving through personalized, human-centered support that bridges gaps in care and reduces social isolation.

Location

Homethrive is a remote-first culture, with headquarters in Chicago, IL.

Position Overview

As a Care Team Coach at Homethrive, you will lead and develop our Care Team members to ensure our members have the best experience and deliver exceptional support to our aging clients. You will be responsible for monitoring quality, providing real-time coaching, managing team performance, and ensuring operational excellence in service delivery.

This role is full-time and will be required to work nights and weekends.

Core Objectives:

1. Drive team performance and quality through effective coaching and development
2. Ensure operational excellence in service delivery and appointment completion
3. Monitor and enhance member satisfaction through quality assurance
4. Guide team in building meaningful connections with members
5. Achieve measurable improvements in key performance metrics and team capabilities

Key Responsibilities

1. Lead daily team operations and monitor real-time performance
2. Conduct quality assessments and provide actionable feedback
3. Coach Care Team members on building trust and delivering needs-based conversations
4. Manage scheduling efficiency and appointment completion
5. Handle escalated member concerns and complex situations
6. Monitor assessment completion rates and accuracy
7. Coordinate technical support and resource allocation
8. Drive continuous improvement through data analysis and coaching
9. Lead team meetings and development sessions
10. Ensure compliance with service standards and KPIs

Required Qualifications

1. 3+ years supervisory experience in healthcare or customer service
2. Proven track record in performance coaching and development
3. Experience with quality monitoring and feedback delivery
4. Strong analytical and problem-solving abilities
5. Proficiency in workforce management tools and CRM systems

Preferred Qualifications

1. 3+ years supervisory experience in healthcare/customer service call center environment
2. Track record of leading high-performing remote teams with proven coaching & development expertise
3. Experience with CRM systems and contact center platforms
4. Background in senior care or care coordination
5. Advanced analytical and problem-solving skills

Schedule Flexibility

1. Ability to support different time zones
2. Weekend and evening coverage as needed
3. Flexible for team support/emergencies

Success Metrics

Performance will be evaluated through various metrics including, but not limited to:

1. Team quality scores and assessment completion rates
2. Team adherence and productivity levels
3. Coaching effectiveness and team development
4. Operational efficiency metrics

Note: Additional performance metrics may be introduced as part of our continuous improvement process.

Please be aware

Homethrive advises all potential candidates to be cautious of scammers posing as recruiters and fake job offers; legitimate opportunities will always be listed on our official website or communicated through verified company channels.

EEO

Homethrive provides equal employment opportunities to all employees and applicants without regard to race, color, religion, sex (including sex stereotyping), national origin, ancestry, citizenship status, pregnancy (which included pregnancy, childbirth, and medical conditions related to pregnancy, childbirth, or breastfeeding), physical disability, mental disability, age, military status or status as a Vietnam-era or special disabled veteran, marital status, registered domestic partner status, gender, gender identity, gender expression, medical condition (including, but not limited to, cancer-related or HIV/AIDS-related), genetic information, sexual orientation, or any other status protected by applicable federal, state, and local laws.