Team Lead, Family Growth Associate (FGA Lead)

What You'll Work On

We are looking for a hands-on Team Lead, Family Growth Associate (FGA Lead) to drive the document collection function within our Colorado Growth Operations team. Sitting at the intersection of leadership and execution, this player-coach role combines direct people management, healthcare documentation operations, family/provider communication, and process improvement.

• Lead & Coach the Team: Manage, mentor, and support a team of 3 Document Collection Associates. Conduct regular 1:1s, set performance expectations around turnaround times and quality, and build an accountable team culture.

• Manage End-to-End Documentation: Oversee the collection, quality review, and distribution of patient records (ROI, medical records, treatment plans, diagnostic reports). Complete and oversee Medicaid and waiver eligibility checks through Colorado Medicaid systems.

• Engage Families & Providers: Conduct outbound calls, emails, and faxes to healthcare facilities and families. Explain requirements with empathy and urgency, helping families remove documentation barriers.

• Resolve Escalations: Act as the primary escalation point for complex, delayed, or stuck cases. Investigate root causes in Salesforce and collaborate across teams to expedite aging pipeline cases.

• Drive Performance & Process Improvement: Track team metrics (productivity, turnaround time, accuracy) using Salesforce dashboards. Identify bottlenecks, update SOPs, and implement practical workflow solutions to optimize operational efficiency.

• Cross-Functional Collaboration: Partner closely with Growth Nurses, Intake, Care Delivery, and post-intake teams to ensure seamless handoffs and pipeline continuity.

What Success Looks Like

Within your first 90 days, you will:

• Build deep operational knowledge of Colorado Growth Operations workflows and state-specific programs.

• Master the resolution of complex document escalations independently.

• Establish clear coaching rhythms, ensuring your team meets all productivity, turnaround time, and quality standards.

• Identify and execute at least one meaningful process improvement that reduces documentation delays or enhances the family experience.

What You'll Have

• 3+ years of team leadership/supervisory experience of small teams in a frontline operational, player-coach role.

• Healthcare Operations Expertise: Background handling medical records, QA, compliance, HIPAA guidelines, credentialing, prior authorization, or Medicaid/Medicare workflows.

• Data-Driven & Systems Mindset: Experience managing team performance through KPIs, dashboards, and reports (Salesforce experience preferred).

• Strong Communication Skills: Excellent written and verbal English communication skills, with the ability to converse empathetically with families and professionally with healthcare providers.

• Problem-Solving Ownership: A track record of identifying operational gaps, creating SOPs, and implementing solutions proactively.

• Schedule & Location: Ability to work full-time during US Mountain Time hours (9:00 AM–5:00 PM MT) from Philippines or Latin America with reliable internet access.

• Bilingual (Spanish/English) capabilities and experience in high-growth, BPO, or startup environments are a plus.

Benefits

• Competitive compensation packages that reflect the value you bring. We reward our team for the impact of their work – global team members are eligible for an annual company performance bonus.

• Generous paid time off. We provide 15 days of paid time off that allow you to recharge, along with 10 paid company US holidays.

• Growth Opportunities. Build your leadership skills while working with teams in various markets across the US.