Assistant Manager of Pre-Care Operations (Chicago, IL / Hybrid)

FreedomCare•Chicago, IL

19d•$65,000 - $80,000•Hybrid

About The Position

FreedomCare is a healthcare company focused on helping patients choose caregivers who provide care in their homes. The Assistant Manager of Pre-Care Operations is a member of the Illinois Operations leadership team, providing leadership and operational oversight across precare and care. The role supports a coordinated, responsive journey for prospective patients and caregivers, from initial inquiry through enrollment and service activation, and ongoing care support and service continuity. Working with the Manager of Operations, state leadership, and cross-functional partners, the Assistant Manager supports consistent enrollment execution, growth and conversion goals, and compliance with program, payer, regulatory, and organizational requirements. The role directly manages Team Leads and develops frontline leaders and teams responsible for lead response, conversion, intake completion, document collection, eligibility, onboarding, time to activation, and pipeline health. This is a hybrid position with occasional weekly travel within Illinois.

Requirements

Strong people leadership skills, including the ability to coach, develop, engage, and hold teams accountable.
Strong operational management skills, including management of workflows, queues, capacity, service levels, pipeline health, escalation patterns, and competing priorities.
Ability to analyze data, identify trends and root causes, and translate insights into performance actions and process improvements.
Excellent verbal and written communication skills.
Strong customer-service orientation and the ability to balance empathy, urgency, compliance, and sound judgment.
Ability to lead through change, implement processes, and support teams through evolving business needs.
Strong problem-solving and critical-thinking skills, including resolving complex operational issues and escalating appropriately.
High attention to detail and commitment to accurate documentation, process consistency, quality, and compliance.
Ability to build cross-functional partnerships and influence stakeholders while maintaining accountability for outcomes.

Nice To Haves

Bachelor’s degree in Business Administration, Healthcare Administration, Human Services, Operations, or a related field.
Experience leading, supervising, or managing people leaders, frontline operations, enrollment operations, call center, healthcare operations, or customer support teams.
Master’s degree in Healthcare Administration or an MBA.
Five or more years of experience as an operational leader in a homecare agency.

Responsibilities

Provide day-to-day leadership and operational oversight.
Directly manage, coach, and develop Team Leads, setting clear expectations and supporting performance, development, and accountability.
Monitor enrollment workflows, lead queues, intake pipelines, onboarding progress, case aging, escalations, and team capacity to support timely service activation.
Drive performance against KPIs for lead response, conversion, intake completion, document collection, eligibility clearance, onboarding, time to activation, service-level adherence, quality, productivity, and pipeline health.
Review operational data, quality findings, referral trends, customer feedback, and team results to identify root causes and develop improvement plans.
Partner with Team Leads to coach Specialists on documentation quality, call handling, enrollment guidance, eligibility review, follow-up, escalation judgment, compliance, and customer experience.
Support resolution of complex, delayed, sensitive, or cross-functional enrollment cases affecting patient access, caregiver readiness, authorization, activation, or customer trust.
Strengthen handoffs and collaboration across cross-functional teams.
Ensure compliance with company policies, HIPAA requirements, state and payer requirements, standard operating procedures, quality standards, documentation expectations, and enrollment requirements.
Lead implementation of process changes, workflow improvements, system updates, training initiatives, growth initiatives, and operational priorities.
Identify ways to simplify processes, reduce delays, improve first-contact resolution and proactive outreach, increase conversion, and improve the enrollment experience.
Monitor schedules, attendance, adherence, coverage, and staffing needs, and participate in capacity planning.
Participate in hiring, onboarding, performance management, corrective action support, succession planning, and development planning.
Prepare and communicate performance updates, action plans, trend summaries, risks, barriers, pipeline insights, and recommendations to the Manager of Operations and other stakeholders.