Business Process Optimization Lead

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 Business Process Optimization Lead for our New York Operations team.

This is a hybrid role with a partial commute to our main office in New York or the FreedomCare hub closest to you.

Department & Position Overview:

The Business Process Optimization Lead is responsible for leading a team driven by initiatives designed to enhance operational efficiency, streamline processes, and drive overall business transformation. This department acts as the connective tissue for optimization and employee/customer satisfaction and experience by ensuring that communications across the organization are cascaded effectively and that all operational support projects are well-coordinated.

This role requires a strategic thinker with strong project management and leadership skills, identifying bottlenecks and capturing the need for initiatives across NY Ops. Must have a deep understanding of operational practices to identify areas for improvement, implement innovative solutions, and foster a culture of continuous improvement within the organization.

Every Day You Will:

Leadership

• Lead a team of professionals dedicated to cross-functional projects across multiple departments in support of essential functions under NY operations, aimed at operational improvement
• Collaborate with stakeholders from Marketing, Quality & Service Excellence, Learning and Talent Development, Travel & Events, Workforce Operations, Technology and external vendors, acting as the "connective tissue" that ensures seamless coordination and integration of varying projects and initiatives across these diverse functions of New York Operations
• Manage and prioritize workload distribution to ensure that all projects and tasks are handled efficiently and effectively
• Drive high performance through coaching, mentoring and goal setting with oversight on training to ensure accuracy, consistency, and identify gaps

Operations

• Set brand voice and maintain a strong FreedomCare culture for communications both internally and externally
• Lead change management initiatives to ensure successful adoption of new systems, processes, and technologies
• Deliver content and training to support operational changes
• Enforce quality and compliance standards across the entire FreedomCare brand while optimizing the customer experience and ensuring compliance
• Collaborate with Technology and Workforce Management, for process optimization
• Partner with Worksite, Travel, & Events Department, to carry out employee facing projects/events
• Centralize information and processes and reduce redundancies where identified
• Standardize procedures and implement tools that facilitate smoother interactions between departments

Reporting

• Analyze current operational processes, identify inefficiencies, and design and implement solutions to enhance productivity and performance
  • Defining project scopes by collaborating with key stakeholders, to ensure alignment and support for transformation initiatives
  • Track deliverables by establishing timelines and holding team accountable to deadlines
  • Utilize data and performance metrics to assess the impact of transformation efforts and make data-driven decisions
• Report on the 'voice of the customer' through various platforms currently in place for feedback
• Gather and consolidate feedback from various departments to make informed adjustments to processes

Ideal Candidate Will Possess:

• Bachelor's degree required
• 3+ years of experience in operations management, project management, or a related field, with a proven track record of leading successful transformation initiatives
• 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.
#INDLV

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 $85,000 and $100,000 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

$85,000-$100,000 USD