Launch Specialist I (Cleveland, OH)

FreedomCare is a healthcare company that has been dedicated to revolutionizing the home care industry since 2016. We support our patients by ensuring they have the power to choose a caregiver who will care for them in the comfort of their own homes. Our mission spans coast to coast, supporting patients across the U.S.

We pride ourselves on our values which drive the level of care that we deliver to our patients:

• Here For You (An attitude of service, empathy, and availability)
• Own It (Drive and ownership)
• Do the Right Thing (High integrity)
• Be Positive (Great attitude and a can-do positive approach to challenges)

Join our team and make a positive impact on the lives of others! We are looking for a Launch Specialist I for our National Expansion team.

This is a remote role to cover our Cleveland Ohio market with some domestic travel required for launch purposes.

Department & Position Overview:

The Launch Specialist I will report into the Manager of National Expansion on the National Expansion team. The purpose of this role is to implement standardized Intake processes and standards in a new state and carry best practices to other new states as part of the growth model.  

Working with the Manager this role will document processes and have a lead role in training incoming staff. 

This role will be viewed as a subject matter expert of Intake and have a wide breath of experience in driving intake and moving Patients and Caregivers to Care. 

The role is part of the Launch team, which is responsible for handling operations in each new state when business opens - that is when phones go live, and Patients and Caregivers require attention. The Launch  Specialist I will potentially be handling multiple states at the same time. 

Every Day You Will:

• Perform tasks associated with onboarding caregivers and patients without the need for oversight. Examples include but are not limited to: 
  • Knowing and properly documenting exactly where each case is holding 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 the new markets, including documenting the current processes, making independent adjustments, and identifying the most effective methods to meet or exceed metrics  
• Collaborate with the Launch team and other departments to  ensure the launch process is smooth, and operational challenges are addressed 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 the statute to the regulations, to the guides prepared on the state 
• Help improve the broader Launch process by providing a feedback loop of opportunities for improvement of the software or processes being implemented
• While this role is focused on engagement/intake processes, the Launch Operations Team cross trains all employees and the ideal candidate would develop basic proficiency in all pre and post care roles once on the team

Ideal Candidate Will Possess:

• 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. This role 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 

Why work at FreedomCare?

We are here for you and committed to providing a best-in-class employee experience. We offer competitive compensation, medical benefits, retirement plans, wellness programs, fun company events and ongoing learning opportunities to grow your career.

This is a place where your voice matters, where we build great relationships, and your work has meaning and a tangible positive impact on others!

At FreedomCare, we celebrate diversity and are committed to creating an inclusive environment for all employees. We are an Equal Opportunity Employer and do not discriminate based upon race, religion, color, national origin, ancestry, age, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity or expression, status as a protected veteran, status as an individual with a disability, citizenship or immigration status, citizenship or immigration status, or other applicable legally protected characteristics.

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