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 Enrollment & Operations for our Pre-Care team.

Department & Position Overview:

The Director ofEnrollment & Operations will be responsible for managing operations and strategic growth to achieve a higher market share.  This role must understand the CDPAP program specific to New York and have call center management experience with a strategic growth mindset.

In partnership with the VP of Pre-Care, this role will be accountable for leading staff and operations for New York and will drive initiatives to expedite the conversion rate of enrollments for FreedomCare’s CDPAP & LHCSA programs; ensuring our process is effective and efficient for patients and caregivers.

Responsibilities:

Growth

•  Accountable for the performance and optimization of our New York CDPAP and LHCSA enrollment operations
• Maximize growth strategies by building a substantial pipeline, leveraging relationships with health plans, referral sources, and community partners while understanding the needs and prioritizing the experience of our patients/caregivers

Operations

• Drive effective partnerships with key stakeholders across the business directly supporting Pre-Care (e.g., Technology, Finance, Learning & Talent Development, Marketing, Workforce Management, etc.) to continually drive process improvement initiatives across workflows, policies and tools to improve quality and efficiency
• Ensure compliance with all state and federal regulations related to healthcare operations; participate in any roll out of new Medicaid updates
• Manage, and improve operational metrics, including call volume, call abandonment rate, and average handle time, to ensure a high level of service
• Provide data and reporting on the current state of operations to be used as a tool for forecasting and projecting

Leadership

•  Oversee team of Managers, that contribute to the enrollment of CDPAP services for patients/caregivers through various Pre-Care departments (HomeCare Sales, Intake, Onboarding, Welcome (Orientations?), Verifications, Approvals, as well as Health Plan Relations & Ancillary Services)
• Drive a high performing team through coaching, mentoring and goal setting; overseeing the training for team members aligned to meeting standards and expectations
• Oversee the training and development opportunities for all levels to foster a supportive and inclusive work environment that values everyone for their unique skills and background and enhances knowledge in their roles
• Offer support via change management and lead the adoption of new technologies, processes, and best practices
• Provide strategic evaluation to optimize workforce composition for enhanced operational efficiency and effectiveness

Ideal Candidate will be/have:

• Minimum of 5+ years with call center operations management of a remote workforce; Healthcare Sales is a plus
• Ability to operate effectively in web-based platforms to support daily operations; experience in DocuSign, Salesforce, and JIRA is a plus 
• Advanced knowledge of state and federal regulations related to healthcare sales and call center operations
• Demonstrated expertise and success driving operational excellence and executing process improvement in a call center environment
• Ability to use data to tell a story, analyze results and develop solutions
• Strong leadership skills with the capability to effectively prioritize operational needs
• Strong verbal & written communications skills that allow effective and meaningful communication internally and externally

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.

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