Care Team Lead

TimeDoc Health, Inc.; United States; Remote; USD 70,000 - 100,000; Full time

Job summary

TimeDoc Health, Inc. is seeking a Team Lead for Care Coordinators to guide a dynamic group delivering CCM and RPM services.

You will coach, engage, and align performance with QA metrics, while collaborating with HR and leadership to drive patient-centric care and regulatory compliance.

This role emphasizes strong communication, problem solving, and people management in a fast-paced, healthcare environment.

Qualifications

• Experience with CCM and/or RPM programs.
• Active healthcare license or certificate (CNA, CMA, RMA, LPN, LVN, RN, LCSW, QMHP).
• Strong written and verbal communication skills.
• Willing to cover 4–6 Saturdays per year.
• Ability to manage a team of ~25 Care Coordinators.
• Ability to problem solve and find appropriate solutions.

Responsibilities

• Recognize and engage your team in a positive, supportive and encouraging manner.
• Support interviewing, hiring, and training 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 KPIs.
• Monitor and manage a team of approximately 25 Care Coordinators.
• Audit metrics and QA issues on a Practice Level, improving overall service rates and client satisfaction.
• Provide effective coaching and identify learning opportunities for all members of your team with feedback during ad hoc interactions and one-on-ones.
• In partnership with leadership and HR, identify opportunities for individual improvement, including development and execution of performance improvement plans.
• Actively participate in Quality Assurance processes with Training and QA teams.
• Advocate for your team, identifying opportunities for programmatic and operational improvements.
• Oversee staff education and adherence to regulatory requirements (HIPAA, FCC, Medicare).

Skills

Chronic Care Management

Remote Patient Monitoring

Team Leadership

Problem Solving

Effective Communication

HIPAA Compliance

On-Call Availability

Regulatory Awareness

Job 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. Are you ready to have a huge impact on thousands of patients' lives?

Who You Are

The ideal candidate demonstrates the following core competencies:

• Self-Awareness: Ability to recognize one's own emotions and understand tendencies across situations
• Self-Management: Ability to effectively manage one's emotional reactions to situations and people
• Relationship Management: Applying emotional understanding in our dealing with others
• Accountability: Demonstrates ownership, commitment and follow through in achieving results
• Proactive and Clear Communication: Inform and influence others in a clear, concise and timely manner
• Agility: Able to manage and switch priorities effectively
• Inclusivity: Generate collaborative solutions through placing high value on diverse backgrounds and perspectives
• Driving Execution: Follows through on commitments and obligations, leading others to achieve expected results every time, on-time
• Developing Others: Share knowledge, skills or expertise with others to develop them into stronger performers and leaders

Team Description / Role Importance

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

(Other duties may be assigned)

• 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 20 Care Coordinators
• Audit metrics and QA issues on a Practice Level, improving overall service rates and client satisfaction
• 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.)

Requirements

Required:

• Prior experience working with patients in a Chronic Care Management (CCM) and/or Remote Patient Monitoring (RPM) program
• Must be able to provide an active healthcare license or certificate (CNA, CMA, RMA, LPN, LVN, RN, LCSW, QMHP)
• Strong communication skills (written and verbal)
• Willing and able to cover 4-6 Saturdays (on-call) per year
• Ability to problem solve and find appropriate solutions
• Ability to monitor and manage a team of approximately 25 Care Coordinators

Preferred:

• At least 6 months experience within a remote or telehealth position
• At least one year of prior experience in a people management role, such as a supervisor role, team lead position, or a similar role with responsibility for managing people
• Demonstrated ability to think critically about patient and provider needs, with a commitment to quality
• Demonstrated mastery of quality through consistent achievement of above-average QA scores
• Demonstrated mastery of efficiency through consistent achievement of productivity goals
• Experience working in a collaborative, fast-paced, entrepreneurial environment, preferably within healthcare
• Proficient with GSuite (especially Slides, Classroom, and Sites)

Equal Opportunity Employer TimeDoc Health is an Equal Opportunity Employer. TimeDoc Health does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business needs.