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 team in Nevada.
This is an onsite role with a required commute of 4-5 days per week to our office in Las Vegas, NV.
Department & Position Overview
The Assistant Manager of Pre-Care Operations will take the lead in ensuring the smooth day-to-day functioning of the Home Care Sales, Intake, and Onboarding Teams. In this position, collaboration with Home Care Sales, Intake and Onboarding Team Leads will be a key focus, with an emphasis on team performance by optimizing the conversion and improving enrollments of patients being put on-care.
Every Day You Will
Leadership
- Motivate, grow, and recognize team through positive and consistent communication; regularly assess performance and provide effective feedback.
- Manage and monitor the Intake Department’s operational workflows and metrics to ensure that the team meets departmental and company goals such as low abandoned rates, minimal voicemails, and high patient/caregiver conversion scores.
- Lead process improvement and provide change management regarding new technologies, processes, and best practices.
- Escalate employee relations and create effective action plans for performance issues.
- Partners with the TA team in the hiring, selection, and onboarding/training process for new employees.
Operations
- Improve conversions
- Build and maintain relationships with Managed Care Organizations.
- Design, implement, and control sales pipeline and internal quality measures; develop and execute action plans to drive predictable results against operational priorities.
- Cascade business goals to leadership building awareness, alignment and understanding throughout the Pre-Care Teams.
- Set, drive, and assess operational metrics, identifying gaps and trends, including; call volume, call abandonment rate, and average handle time, for Specialist/Lead performance, to ensure a high level of service
- Work closely with Onboarding and Intake leaders to remove roadblocks and mitigate patient or caregiver related escalations.
- Work closely with the technology team to improve the employee/consumer user experience and solve common issues
- Collaborate with the L&D team providing detailed & effective feedback to ensure training effectiveness.
Reporting
- Responsible for maintaining and updating dashboards, ensuring reports are current to assess metrics, and evaluating the processing time for team members
- Monitor daily workflows through Verint, Salesforce, and Talkdesk to ensure that team members are meeting performance goals, following standard policies and procedures
- Ensure regular Quality Checks are performed via Observe AI to ensure our Service Standard is being maintained
- Ensure adherence of Workforce Operations is being maintained for coverage and accurate payroll processing by checking the data in Verint/Purely weekly.
Requirements For The Role
- 4+ years of leadership experience in managing, coaching and developing people leaders
- Bachelor’s degree in a relevant field or equivalent experience.
- Proven experience managing a team in a customer centric or call center environment with a focus on client relations.
- Proven experience in leading, coaching, and mentoring individuals, enabling growth and development.
- Demonstrated ability to partner with Workforce Operations in managing capacity and schedule adherence, leveraging WF Technology and applying appropriate terminology.
- Experience leading a team through change successfully, using situational coaching skills & emotional intelligence; ability to absorb change quickly and understand the impact.
- Strong organizational and problem-solving skills, with a solution-centric perspective
- Excellent communicator with the ability to effectively cascade information across different levels/audiences.
- A proven hands-on leader and subject matter expert, who has a passion for fostering a work environment that supports individual growth and connectedness; with the capability to effectively prioritize operational needs.
- Ability to effectively evaluate operations, providing critical analysis of systems and processes, as they relate to the department and the organization.
- Demonstrated success driving operational excellence by setting, achieving and measuring targeted outcomes, in a call center environment.
- A high level of adaptability and experience leading change management, in a fast-paced environment, presenting a high degree of autonomy, clarity, and accountability.
- Strong proficiency in developing and formalizing policies and procedures.
- Excellent verbal and written communication, with the ability to effectively cascade information across diverse target demographics internally and externally.
- Ability to represent FreedomCare holistically, with high emotional intelligence, empathy, and consciousness of end-user experiences (employees and customers).
Ideal Candidate Will Possess
- Ability to manage projects by partnering with multiple stakeholders to deliver results
- Analytical mindset; Will be data driven and leverages metrics to analyze, performance, targets and goals
- Ability to work independently, be self-motivated and detail-oriented with the ability to handle multiple projects and tasks based on business priorities
- Ability to motivate other people leaders to meet and/or exceed departmental targets or metrics
- Strong prior experience with CRM and other workforce tools (i.e., Medflyt or HHAX, Verint, Observe AI, Salesforce)
- Bilingual in English and Spanish, or other languages desired
- Experience in a fast-growing health care environment
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.
At FreedomCare, base pay is one part of our total compensation package and is determined within a range. This provides our employees with the opportunity to professionally grow and develop within a role. The base pay range for this role is between $60,000 and $75,000 per year at the commencement of your first year of employment. Compensation decisions are dependent upon a variety of factors which may include, but are not limited to: skill set, years of relevant experience, education, location, and licensure/certifications.
Salary Range
$60,000—$75,000 USD
