Launch Specialist I (Hybrid / Chicago, IL)

FreedomCare•Chicago, IL

2d•Hybrid

About The Position

FreedomCare is a healthcare company dedicated to revolutionizing the home care industry since 2016, supporting patients nationwide by empowering them to choose their caregivers. The company values service, empathy, ownership, integrity, and a positive attitude. This hybrid role in Chicago, Illinois, is part of the National Expansion team and focuses on implementing standardized Intake processes in new states, documenting processes, and training new staff. The Launch Specialist I will act as a subject matter expert in Intake, driving the process of connecting patients with caregivers. This role is crucial for the Launch team, which manages operations in newly opened states, ensuring phones are live and patients and caregivers receive attention. The specialist may handle multiple states concurrently.

Requirements

A minimum of 2+ years in a consumer-facing position handling high call volumes.
Examples of identifying process enhancements and improvements.
Strong understanding of compliance with healthcare regulations and privacy laws (such as HIPAA).
Keen awareness of state-specific regulatory requirements affecting engagement and intake processes.
Background taking initiative to complete tasks and a proactive attitude towards optimization, innovation, and efficiency.
Adaptable and committed to a high-quality launch process.
Strong critical thinking and problem-solving skills.
Proven track record of building relationships quickly with a variety of stakeholders.
Strong self-motivation and ability to drive projects forward independently.
High degree of autonomy and ability to work unassisted.
Time and priority management skills to handle multiple priorities without losing quality.

Responsibilities

Perform tasks associated with onboarding caregivers and patients without the need for oversight.
Document the exact stage of each case in the onboarding process.
Follow up with patients and caregivers in a timely manner.
Properly document and utilize systems such as Salesforce and TalkDesk.
Pilot and refine new processes for Engagement and Intake in new markets, including documenting current processes, making independent adjustments, and identifying effective methods to meet or exceed metrics.
Collaborate with the Launch team and other departments to ensure a smooth launch process and address operational challenges promptly.
Overcome roadblocks in the successful onboarding of caregivers and patients.
Identify and develop relationships with key players in each market to facilitate case progression or act as referral sources.
Apply compliance and process requirements for each state, from statutes to regulations and guides.
Improve the broader Launch process by providing feedback on software or process implementation opportunities.
Develop basic proficiency in pre and post-care roles through cross-training.