Launch Specialist I

FreedomCare; United States; Hybrid; USD 45,000 - 60,000; Full time

Job summary

FreedomCare is hiring a Launch Specialist I for their National Expansion team. This position is hybrid/remote and focuses on implementing standardized processes in new states while ensuring smooth operations during launches.

The ideal candidate will have at least 2 years in consumer-facing roles, understand compliance with healthcare regulations, and possess strong problem-solving skills. Join us to make a positive impact on the lives of patients across the U.S.

Qualifications

• Minimum of 2+ years in a consumer-facing position handling high call volumes.
• Familiarity with compliance and healthcare regulations (like HIPAA).
• Proactive attitude towards optimization and efficiency.

Responsibilities

• Document the onboarding process for each case.
• Timely follow-up with patients and caregivers.
• Pilot and refine new intake processes in new markets.

Skills

Customer service

Compliance understanding

Critical thinking

Problem-solving

Time management

Tools

Salesforce

TalkDesk

Job description

Remote

About our Company

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 hybrid / remote role out of our Southfield, MI office.

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 breadth 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

• Know and properly document 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.
• Once on the team, develop basic proficiency in all pre and post care roles through cross‑training, as the role is focused on engagement/intake processes.

Ideal Candidate Will Possess

• A minimum of 2+ years in a consumer‑facing position handling high call volumes.
• Examples of identifying process enhancements & improvements.
• A strong understanding of the importance of compliance with healthcare regulations and privacy laws (such as HIPAA) and a keen awareness of state‑specific regulatory requirements affecting engagement and intake processes.
• A background taking initiative to complete tasks and a proactive attitude towards optimization, innovation, and efficiency.
• Adaptability and a commitment to a high‑quality launch process.
• Strong critical thinking and problem‑solving skills to assess situations swiftly, identify issues, and devise effective, innovative solutions.
• A proven track record building relationships quickly with a variety of stakeholders.
• 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‑management and priority‑management skills translating to the ability to handle several priorities at once without losing quality.