Launch Specialist I (Hybrid / Brookfield, WI)

About the role

The Launch Specialist I will report into the Manager of National Expansion on the National Expansion team. This is a hybrid position in Brookfield, Wisconsin where you'll come into our beautiful office 3 days a week and work remotely 2 days Monday through Friday.

Responsibilities

• Implement standardized Intake processes and standards in a new state and carry best practices to other new states as part of the growth model.
• Document processes and have a lead role in training incoming staff.
• 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.
• Help improve the broader Launch process by providing a feedback loop of opportunities for improvement of the software or processes being implemented.
• Apply compliance and process requirements for each state from the statute to the regulations, to the guides prepared on the state.

Requirements

• 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).
• 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.
• A proven track record building relationships quickly with a variety of stakeholders.
• Exhibits strong self-motivation and the ability to drive projects forward independently.

Qualifications

• Strong communication and interpersonal skills.
• Ability to manage multiple tasks and prioritize effectively.
• Proficiency in Microsoft Office Suite.
• Experience with Salesforce and TalkDesk.

Skills

• Excellent customer service skills.
• Strong organizational and time management skills.
• Ability to work independently and as part of a team.
• Knowledge of healthcare regulations and privacy laws.

Benefits

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!

Pay

This role's base pay range is between $23.00 and $25.00 an hour at the commencement of your first year of employment. Compensation decisions are dependent upon a variety of factors which may include, but are not limited to: skill set, years of relevant experience, education, location, and licensure/certifications.

Schedule

This is a hybrid position in Brookfield, Wisconsin where you'll come into our beautiful office 3 days a week and work remotely 2 days Monday through Friday.