Assistant Manager Of Precare Operations (Nyc, Ny / Hybrid)

Started in 2016, FreedomCare is a Healthcare company that is innovating and revolutionizing the way home care is delivered. We bring dignity and support to patients needing care in their homes and to the caregivers who care for them. We're the largest consumer-directed home care agency in NY State, and are continually expanding our areas of focus including operations in other states and tech-based innovations.

We pride ourselves on our values which drive the level of care that we deliver to our patients:

• Here For You (An attitude of service, empathy, and availability)
• Own It (Drive and ownership)
• Do the Right Thing (High integrity)
• Be Positive (Great attitude and a can-do positive approach to challenges)

Join our team and make a positive impact on the lives of others! We are looking for an Assistant Manager of Operations for our Pre-Care team.

This is a hybrid position that will include partial commute into our New York, NY office or the FreedomCare hub closest to you. Employees will be expected to come into our FreedomCare office 2 times a month as well as attend in-person quarterly team events. Please note, we currently have a FreedomCare hub in New York, NY, Orlando, FL, and Los Angeles, California.

Department & Position Overview:

The Assistant Manager for Pre-Care Operations will take the lead in ensuring the smooth day-to-day functioning of the Intake and Onboarding Teams. In this position, collaboration with Intake and Onboarding Leads will be a key focus, with an emphasis on optimizing team performance.

Every day You Will:

Lead Change Management and Process Improvement Effort

• Create training content and change management plans for process changes.
• Cascade business goals to leadership building awareness, alignment and understanding throughout the Intake teams.
• Work closely with Onboarding leaders to remove roadblocks and mitigate OB related escalations.
• Work closely with the technology team to improve the employee/consumer user experience and solve for common issues
• Collaborate with the L&D team providing detailed & effective feedback to ensure training effectiveness.

Audit and Maintain Day-to-day Operations

• Stand in for Team Leads or coordinate TL coverage when they are out of the office to ensure team members feel supported.
• Manage and monitor operational workflows and metrics to ensure that the team is meeting departmental and company goals such as low abandon rates, minimal voicemails, high patient/caregiver contact scores.
• Join forces with Workforce Management to ensure adequate coverage and accurate payroll processing by checking the data in Verint/Purely weekly.

Maintain People and Culture

• Manage the performance of team leaders and their teams through active motivation, assessing performance, consistent communication, and effective feedback.
• Create a positive working environment that facilitates exceptional customer service and case management through training and development.
• Partner with PBP to address and create effective action plans for performance issues.
• Work closely with Manager and tech team to improve the employee/consumer user experience.
• Partners with the TA team in the hiring, selection, and onboarding/training process for new employees.
• Collaborate with the L&D team providing detailed & effective feedback to ensure training effectiveness.

Ideal Candidate Will Possess:

• BA/BS degree
• 3+ years of proven leadership experience with a history of effectively managing people leaders
• Experience successfully motivating a team to meet and/or exceed targets or metrics consistently
• Strong business acumen with the ability to understand the needs of the business, adapt and remain positive during times of change
• Self-motivated and detail-oriented with the ability to handle multiple tasks urgently
• Relationship builder with strong communication and organizational skills
• Strong technical skills with ability to quickly learn new software and leverage tech to resolve issues
• Proficiency in office software (e.g., Microsoft Office Suite) and Salesforce
• Strong communication and interpersonal skills
• Problem-solving and decision-making abilities

Nice-to-Haves:

• Spanish speaking preferred
• Experience using Salesforce, Verint, Purely & Talkdesk

Why work at FreedomCare?

We are here for you and committed to providing a best-in-class employee experience. We offer competitive compensation, medical benefits, retirement plans, wellness programs, fun company events and ongoing learning opportunities to grow your career.

This is a place where your voice matters, where we build great relationships, and your work has meaning and a tangible positive impact on others!

At FreedomCare, we celebrate diversity and are committed to creating an inclusive environment for all employees. We are an Equal Opportunity Employer and do not discriminate based upon race, religion, color, national origin, ancestry, age, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, status as a protected veteran, status as an individual with a disability, citizenship or immigration status, or other applicable legally protected characteristics.

#INDHV