Launch Specialist (Hybrid Southfield, MI)

FreedomCare•Southfield, MI

3d•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 a caregiver for in-home care. The company values service, empathy, ownership, integrity, and a positive attitude. This hybrid role in Southfield, Michigan, is part of the National Expansion team and involves coming into the office three days a week and working remotely two days, Monday through Friday. 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 as part of the growth model. This role will document processes, lead training for incoming staff, and serve as a subject matter expert in Intake, driving patient and caregiver transitions to care. The Launch team handles operations in new states during business openings, and 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 ability to drive projects forward independently.
High degree of autonomy, with much of the work done unassisted.
Time and priority management skills, with 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 stage of the onboarding process for each case.
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 to help move cases along or act as referral sources.
Apply compliance and process requirements for each state, from statutes to regulations and prepared 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 through cross-training.