Launch Specialist I

Summary

Join FreedomCare, a leading home care agency, as a Launch Specialist I and make a positive impact! This remote role, with some domestic travel, involves implementing standardized intake processes in new states, documenting procedures, training staff, and acting as a subject matter expert. You will onboard caregivers and patients, refine processes, collaborate with the launch team, and identify key players in each market. The ideal candidate possesses strong communication, problem-solving, and relationship-building skills, along with experience in a consumer-facing role and a deep understanding of healthcare regulations. FreedomCare offers competitive compensation, medical benefits, retirement plans, wellness programs, and professional development opportunities.

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. 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

Responsibilities

• 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

Benefits

• Competitive compensation
• Medical benefits
• Retirement plans
• Wellness programs
• Fun company events
• Ongoing learning opportunities to grow your career