Launch Specialist I

FreedomCare•Southfield, MI

6d•Hybrid

About The Position

FreedomCare is seeking a Launch Specialist I for its National Expansion team. This is a hybrid role based out of the Southfield, MI office. The Launch Specialist I will report to the Manager of National Expansion and will be responsible for implementing standardized Intake processes and standards in new states, carrying best practices to other new states as part of the growth model. This role will document processes, train incoming staff, and act as a subject matter expert in Intake, driving patient and caregiver onboarding. The Launch team handles operations in new states as business opens, managing phones and attending to patients and caregivers. The Launch Specialist I may handle multiple states concurrently.

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 exact 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 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 statute to regulations to prepared guides.
Improve the broader Launch process by providing a feedback loop of opportunities for improvement of software or processes.
Develop basic proficiency in all pre and post care roles as part of cross-training.