Launch Specialist I (Hybrid / Cleveland, OH)

About the role

The Launch Specialist I will report into the Manager of National Expansion on the National Expansion team. 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.

Responsibilities

• Negotiate and document 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.
• 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.
• Develop basic proficiency in all pre and post care roles once on the team.

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.
• A proven track record building relationships quickly with a variety of stakeholders.
• A strong critical thinking and problem-solving skills to assess situations swiftly, identify issues, and devise effective, innovative solutions.

Qualifications

• Adaptable and committed to a high-quality launch process.
• Strong self-motivation and the ability to drive projects forward independently.

Skills

• Excellent communication and interpersonal skills.
• Strong organizational and time management skills.
• Ability to work independently and manage multiple tasks simultaneously.
• Proficiency in Microsoft Office Suite.

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

Base pay is one part of our total compensation package and is determined within a range. This provides our employees with the opportunity to professionally grow and develop within a role. The base pay range for this role 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 Cleveland Ohio where you'll come into our beautiful office 3 days a week and work remotely 2 days Monday through Friday.