Launch Specialist I (Hybrid / Southfield, MI)

FreedomCare•Southfield, MI

2d•$23 - $25•Hybrid

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. With a nationwide presence, FreedomCare supports patients across the U.S. The company operates on core values: Here For You (service, empathy, availability), Own It (drive, ownership), Do the Right Thing (integrity), and Be Positive (attitude, approach to challenges). This role is for a Launch Specialist I on the National Expansion team, based in Southfield, Michigan, with a hybrid work model (3 days in office, 2 days remote). The position 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. The Launch Specialist I will act as a subject matter expert in Intake, with a broad range of experience in driving intake and facilitating patient and caregiver transitions to care. This role is part of the Launch team, which manages operations in newly opened states, including phone system activation and initial patient/caregiver support. The Launch Specialist I may manage 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.
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 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.