Team Manager

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Company: care.coach
Location: Millbrae, CA

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Team Manager

Life is short. Make a difference! Check out http://care.coach/intro for a sense of the work that our company does to help medically and psychosocially complex patients, typically elderly.

care.coach is seeking a mission-aligned and self-motivated individual to plan, direct, and coordinate the day to day tasks of globally-distributed, remote teams that provide 24/7 psychosocial support and functional coaching to our clients. This team manager will also be responsible for designing and maintaining internal systems, procedures, and policies that support the teams’ levels of motivation and objective performance. The ideal candidate for this role is looking for an exciting and unique leadership opportunity! The candidate should have management experience, enjoy problem-solving, be well-organized and be able to handle concurrent responsibilities and tasks.

Duties and Responsibilities:

  • Maintain and grow staffing levels by recruiting, screening, and training health advocates, including terminating health advocates as necessary
  • Develop new training material and improve upon existing training
  • Track and organize staff training and certification documents
  • Encourage team performance by planning, monitoring, and appraising job results; coaching, counseling, and disciplining staff
  • Develop, coordinate, and enforce systems, policies, procedures, and quality/productivity standards
  • Lead team meetings and staff development opportunities
  • Meet financial objectives by forecasting accurate staffing requirements and managing and processing weekly budgets for health advocate pay and bonuses
  • Assist the customer support team by answering phone calls, returning emails or following up on customer-related concerns, especially as they pertain to the work and capabilities of your health advocate teams
  • Contribute to service quality improvement by identifying trends and problems, and recommending system or process improvements
  • Assist in testing new software features that will impact the day-to-day work of the health advocate teams, or your day-to-day work
  • Use a proprietary process automation software interface to define, modify, and test processes and workflows that guide and automate the work of your health advocates
  • Establish supervisory and reporting structures by identifying team members with leadership and supervisory abilities, promoting them, and training them to perform additional functions
  • Delegate any of the above responsibilities to promoted/supervisory health advocates and manage your own time and reporting structure as the teams grow, such that starting with about 20 FTEs, you can within one year be capable of managing about 72 FTEs via about 12 direct reports
  • Perform additional responsibilities as assigned by management

Required Qualifications:

  • Bachelor’s degree in relevant field
  • 2+ years of team management experience
  • 1+ years of healthcare or senior care experience
  • Excellent written + oral communication skills
  • Excellent critical thinking skills
  • Excellent organizational skills and attention to detail
  • Proactive, self-motivated, and resourceful attitude
  • Patience in communicating with diverse, remotely-located staff
  • Strong working knowledge of Microsoft Planner, Excel, Word, and Powerpoint, with ability to troubleshoot technical & computer issues
  • Must pass criminal background check

Preferred Qualifications:

  • Spanish language proficiency
  • Experience working in a small startup environment
  • Experience revising operating practices to improve efficiency
  • Experience working with remote staff or online hiring platforms such as Hubstaff or Upwork
  • 60+ WPM typing speed

Please note that this is a $60,000/yr position located in Millbrae, CA.

Job Type: Full-time

Salary: $60,000.00 to $60,001.00 /year

Experience:

  • management: 2 years (Preferred)

Education:

  • Bachelor’s (Preferred)

Language:

  • Spanish (Preferred)

Additional Compensation:

  • Other forms

Work Location:

  • One location

Benefits:

  • Paid time off
  • Flexible schedule

This Job Is:

  • A job for which military experienced candidates are encouraged to apply
  • A good fit for applicants with gaps in their resume, or who have been out of the workforce for the past 6 months or more
  • A job for which all ages, including older job seekers, are encouraged to apply
  • Open to applicants who do not have a college diploma