Launch Specialist I (Hybrid / Cleveland, OH)

FreedomCare•Cleveland, OH

1d•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 are Here For You, Own It, Do the Right Thing, and Be Positive. This role is for a Launch Specialist I on the National Expansion team, based in Cleveland, Ohio. It's a hybrid position requiring 3 days in the office and 2 days remote. The Launch Specialist I reports to the Manager of National Expansion and is responsible for implementing standardized Intake processes and standards in new states, carrying best practices to other new states, documenting processes, and training new staff. This role is considered a subject matter expert in Intake and is crucial for the Launch team, which handles operations in new states as business opens. The Launch Specialist I may manage multiple states simultaneously.

Requirements

A minimum of 2+ years in a consumer-facing position handling high call volumes.
Must have examples of identifying process enhancements & improvements.
Possess a strong understanding of the importance of compliance with healthcare regulations and privacy laws (such as HIPAA) and possesses a keen awareness of state-specific regulatory requirements affecting engagement and intake processes.
Must have a 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.
Must have a proven track record building relationships quickly with a variety of stakeholders.
Exhibits strong self-motivation and the ability to drive projects forward independently.
Requires a 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 statute to regulations to guides.
Help improve the broader Launch process by providing feedback on opportunities for improvement of software or processes.
Develop basic proficiency in all pre and post care roles as part of cross-training.