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 a Director of Operations for our Care team.
This is a remote role with occasional travel into our main office in New York or the FreedomCare hub closest to you.
Department & Position Overview:
The Director of Contact Center Operations (Care) will report into the VP of New York Operations and lead the charge in providing the best tools, technology, and service delivery methods to enhance patient and caregiver experiences, while growing the organization, reducing churn, and improving operational efficiency. We are looking for an inquisitive, idealist and innate builder to drive best-in-class customer experiences through operational excellence. Building a strong culture is at the core of what we do, and this role will lead the way in maintaining a best-in-class community of empathetic employees and passionate caregivers.
Every Day You Will:
- Drive Continuous Improvement & Operational Excellence
- Lead a service center of Excellence for a large caregiver base, addressing issues related to timekeeping, payroll, and employment documents
- Maintain strong relationships with BPO and Health Plan partners to ensure continuous care and services
- Serve as a leading expert in state employment laws, HIPAA, and healthcare regulations
- Build, refine, and simplify complex operational systems to align with existing and new strategies, enhancing patient and caregiver success
- Provide data and reporting on the current state of care operations to be used as a tool for forecasting and projecting
- Lead operational reviews to identify bottlenecks, understand the business environment, and recognize the underlying causes; develop scalable solutions that contribute to business growth
- Drive long-term strategic planning and operational initiatives in collaboration with key stakeholders, including the customer experience team, senior leadership, IT, special projects, and finance, with a focus on adding value across the organization
- Continually drive process improvement initiatives across workflows, policies, and tools to enhance quality and efficiency
- Maintain the confidentiality of patient and caregiver information in accordance with HIPAA regulations and program policies, while effectively managing caregiver enrollment records and patient service records in compliance with New York CDPAP program mandates
- Deliver & Enable Exceptional Customer Results
- Conceptualize, design, and execute solutions to ensure prioritized initiatives are effectively deployed and adapted as projects evolve; actively participate in OKR processes and the measurement of qualitative and quantitative success across the organization
- Lead the development and execution of strategies to improve customer experience metrics, including Net Promoter Scores and Key Performance Indicators
- Leverage a deep understanding of metrics to communicate the impact of results, ensuring timely and measurable outcomes within established timeframes
- Lead change management processes leveraging the adoption of innovative technologies and best practices
- Become an expert resource on the customer journey and service delivery models; anticipate the needs of our patients, caregivers, and develop creative solutions to support their success
- Reduce Churn, Community Builder and Culture Champion
- Develop and implement strategies to reduce churn, enhancing customer retention and satisfaction through targeted initiatives and continuous improvement
- Create and optimize growth funnels to drive customer acquisition and business expansion, while building a strong community and championing a positive company culture
- Oversight of workflows through Verint, Salesforce, Observe AI to ensure that team members are meeting performance goals, following standard policies and procedures and remain within compliance guidelines
- Successfully hire and lead customer experience leaders within a distributed workforce, ensuring that we have the right talent in the right roles at the right time
- Oversee training and development opportunities to foster a supportive and inclusive work environment that values everyone for their unique skills and enhances knowledge in their current role
- Operate as a servant leader; develop a high performing teams through coaching, mentoring and goal setting with oversight on training to ensure accuracy, consistency, and identify gaps
- Champion the FreedomCare culture and leadership qualities to foster a supportive and inclusive work environment that values everyone for their unique skills and background
Ideal Candidate Will Possess:
- Bachelor's or Master's degree (in operations management, Logistics, Business Management, or related fields Preferred)
- 7+ years of demonstrated success of operations experience leading a team of 100+, transforming service delivery at scale, driving elevated levels of customer delight, value creation, and productivity through industry-leading technology and data science
- Successfully drive operational excellence and executing process improvement with a business setting; measuring results and achieving targeted outcomes with a strong customer-centric mindset
- Demonstrate understanding of the CDPAP program for New York and call center management experience with a strategic growth mindset (Preferred)
- Lean Six Sigma Black Belt or related training that compliments your excellent program/project management skills (Preferred)
- Ability to operate within a cross-functional collaborative environment with highly motivated colleagues and interact with all parts of the business and staff function in diverse locations
- Proven, hands-on leader who has a passion for operational excellence and fostering a work environment that supports individual growth and connectedness
- Strong personal presence, interpersonal skills, emotional intelligence, and ability to influence and work effectively with individual contributors and leaders throughout the organization
- Proven experience in energetic, fast-paced environments with a high degree of autonomy, ambiguity, and accountability
- Proficiency in using Verint WFM and performance management tools (Preferred)
- Fluency of essential technical skills, inclusive of daily performance management tools, in support of the baseline operation - Talkdesk, Salesforce, Verint, JIRA, etc. (Preferred)
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, or other applicable legally protected characteristics.
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