Launch Specialist I (Cleveland, OH)

FreedomCare•Holtsville, NY

7h•Remote

About The Position

FreedomCare is a healthcare company founded in 2016, dedicated to revolutionizing the home care industry by empowering patients to choose their caregivers. The company operates nationwide, supporting patients across the U.S. FreedomCare is seeking a Launch Specialist I for its National Expansion team. This is a remote role covering the Cleveland, Ohio market, with some domestic travel required for launch purposes. 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, lead training for incoming staff, and act as a subject matter expert in Intake, driving patient and caregiver transitions to care. The Launch Specialist I will be part of the Launch team, handling operations in new states as business opens, potentially managing multiple states simultaneously.

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 of building relationships quickly with a variety of stakeholders.
Strong self-motivation and ability to drive projects forward independently.
High degree of autonomy, with much of the work being done unassisted.
Time and priority management skills, with the ability to handle multiple priorities simultaneously 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.
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.
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 within the Launch Operations Team.