Launch Specialist I (Hybrid / Cleveland, OH)

FreedomCare•Cleveland, OH

2d•$23 - $25•Hybrid

About The Position

FreedomCare is a healthcare company dedicated to revolutionizing the home care industry since 2016, supporting patients across the U.S. by enabling them to choose their own caregivers. The company values include Here For You, Own It, Do the Right Thing, and Be Positive. This hybrid position in Cleveland, Ohio, is part of the National Expansion team and focuses on implementing standardized Intake processes and standards in new states, carrying best practices to other new states as part of the growth model. The Launch Specialist I will report to the Manager of National Expansion, document processes, and lead training for incoming staff, acting as a subject matter expert in Intake. The role is crucial for handling operations in newly opened states, managing phones, and attending to patient and caregiver needs, potentially handling multiple states concurrently.

Requirements

A minimum of 2+ years in a consumer-facing position handling high call volumes.
Examples of identifying process enhancements & 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 to assess situations swiftly, identify issues, and devise effective, innovative solutions.
Proven track record building relationships quickly with a variety of stakeholders.
Strong self-motivation and the ability to drive projects forward independently.
High degree of autonomy, with much of the work being done unassisted.
Time and priority management skills translating to the ability to handle several priorities at once 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 promptly address operational challenges.
Overcome roadblocks in the successful onboarding of caregivers and patients.
Identify and develop relationships with key players in each market that can help move cases along or act as referral sources.
Apply compliance and process requirements for each state, from statutes to regulations and state-specific guides.
Provide a feedback loop on opportunities for improvement of software or processes being implemented to enhance the broader Launch process.
Develop basic proficiency in all pre and post care roles once on the team through cross-training.