Director of Contact Center Operations

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