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 Sr Manager of Caregiver Services and Training for our New York Operations team.This is a hybrid role that requires a regularly scheduled commute/travel to our main office in New Hyde Park, NY and/or the FreedomCare hub closest to you.Department & Position Overview:The Senior Manager of Caregiver Services and Training is a people leader, responsible for operations and efficiency of the Orientations and Training of new Caregivers under the Caregiver Services department. Operating with direction and supervision from the Director of NY Operations, this role will be accountable for the oversight and development of the Caregiver orientation, training, timekeeping, file maintenance, and the employee lifecycle of onboarding to termination. This role will require close alignment with the Enrollment, Patient Services, and Service Center departments, to drive strategic planning, enhancing efficiency and aligning with organizational objectives.This position requires a strong leader who can effectively manage a team driving various functions while optimizing processes and maintaining FreedomCare standards of regulatory compliance and employee experience. Every Day You Will: Leadership
- Accountable for the performance and development of a team of high performing exempt and non-exempt staff responsible for the successful integration of a Caregiver services; including but not limited to:
- Approval of onboarding documentation
- Effective individualized orientations for long term Caregiver success
- Training of essential functions for Caregivers prior to start of care
- Maintenance of Caregiver files, ensuring compliance with CDPAP and Medicaid requirements.
- Timekeeping and employee health functions as they relate to the Caregiver
- Lead and manage the tracking of team members daily workflow and tasks in a productive way.
- Empower team members with both positive and constructive feedback, establishing clear goals and expectations
- Act as the SME of the department, offering continued educational support, and be the leading force change management operations, ensuring team is equipped with the proper tools and understanding of processes
- Interview and assess talent throughout the department to ensure the roles are filled with the right individuals at the right levels
Operations & Strategy
- Recommend, create, and support process improvement by identifying system or workflow areas of opportunity and to eliminate redundancies in our Caregiver
- ***orientation, integration, and ongoing employment processes as they relate to file maintenance and timekeeping.
- Apply understanding of the company and how to contribute, offering process enhancements, to work towards achieving departmental and organizational objectives.
- Oversee the development and implementation of training to accompany our orientations for new Caregivers
- ***identifying where the need for continued education and process procurement is necessary, providing the most success to carry out their daily functions.
- Create a seamless integration from enrollment to PT/CG services with collaboration from necessary departments, creating cross functional trainings as necessary.
- Collaborate with various departments including, but not limited to, Workforce Management, Technology, App/Software Developers, Enrollment, and PT/CG Service Teams to ensure cross-functional consistency in enrollments and compliance.
- Changes in Medicaid or hr related updates
- Review and ensure completion of audits through various channels, such as the shared inbox, Mobile Health Portal, Observe AI, and VivCare, to ensure all caregiver forms are completed and maintained accurately, in compliance with the DOL, DOH, OSHA, and HIPAA regulations for caregivers working under the CDPAP program.
Reporting
- Oversee maintenance and updates to dashboards, ensuring all operational goals are met.
- Define and track measurable success for Caregiver training.
Ideal Candidate Will Possess:
- Bachelors Degree, Masters Preferred
- 3+ years of experience with call center operations management of a remote workforce.
- Ability to operate effectively in web-based platforms to support daily operations (Good to have: Salesforce, EVerify, and DocuSign experience is a plus.)
- Knowledge of state and federal regulations related to on-boarding of a new hire.
- SHRM Certification is a plus
- 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 remote call center environment.
- A high level of adaptability and experience leading change management, in a fast-paced environment, presenting a high degree of autonomy, ambiguity, 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).
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, 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 $103,000 and $130,000 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$103,000-$130,000 USD