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

FreedomCare•Chicago, IL

20d•Hybrid

About The Position

FreedomCare is a healthcare company dedicated to helping patients choose caregivers who provide care in their homes. The Assistant Manager is a member of the Illinois Operations leadership team and provides operational oversight across precare and care, supporting a coordinated and efficient experience from initial inquiry through enrollment, service activation, and ongoing care support. The role works closely with the Manager of Operations, state leadership, and cross-functional partners to support enrollment execution, growth and conversion goals, and compliance with program, payer, regulatory, and organizational requirements. The Assistant Manager directly manages Team Leads and develops frontline leaders and teams focused on lead response, conversion, intake completion, document collection, eligibility, onboarding, time to activation, and pipeline health. This hybrid position is based in Chicago, Illinois, 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, diagnose root causes, and translate insights into performance actions and process improvements.
Excellent verbal and written communication skills.
Strong customer-service orientation and 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 the ability to resolve complex operational issues and escalate 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.
Bachelor’s degree in Business Administration, Healthcare Administration, Human Services, Operations, or a related field preferred.
Experience leading, supervising, or managing people leaders, frontline operations, enrollment operations, call center, healthcare operations, or customer support teams preferred.

Nice To Haves

Master’s degree in Healthcare Administration or MBA.
Five or more years of experience as an operational leader in a homecare agency.

Responsibilities

Provide day-to-day leadership and operational oversight across precare and care.
Directly manage, coach, and develop Team Leads, setting expectations and supporting performance, development, and accountability.
Monitor enrollment workflows, lead queues, intake pipelines, onboarding progress, case aging, escalations, and team capacity.
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 improve enrollment outcomes.
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 timely 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 teams follow company policies, HIPAA requirements, state and payer requirements, standard operating procedures, quality standards, documentation expectations, and enrollment compliance requirements.
Lead implementation of process changes, workflow improvements, system updates, training initiatives, growth initiatives, and operational priorities.
Identify opportunities 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 gaps; partner 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.