Launch Specialist I (Hybrid / Southfield, MI)

FreedomCare•Southfield, MI

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 role is for the National Expansion team, focusing on implementing standardized Intake processes and standards in new states. The Launch Specialist I will report to the Manager of National Expansion and act as a subject matter expert in Intake, driving the process of moving patients and caregivers to care. This position is part of the Launch team, responsible for operations during new state openings, and the specialist may handle multiple states concurrently. The role involves piloting and refining new processes, collaborating with other departments, overcoming onboarding challenges, identifying referral sources, and ensuring compliance with state-specific regulations. Cross-training in pre and post-care roles is also part of the team's structure.

Requirements

A minimum of 2+ years in a consumer-facing position handling high call volumes.
Examples of identifying process enhancements & improvements.
Strong understanding of the importance of compliance with healthcare regulations and privacy laws (such as HIPAA).
Keen awareness of state-specific regulatory requirements affecting engagement and intake processes.
Proven track record of 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.
Know and properly document the status of each case in the onboarding process.
Timely follow-up with patients and caregivers.
Proper documentation and use of 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 and effectively.
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 the statute to the regulations, to the guides prepared on the state.
Help improve the broader Launch process by providing a feedback loop of opportunities for improvement of the software or processes being implemented.
Develop basic proficiency in all pre and post care roles once on the team through cross-training.