Senior Launch Program Manager

Started in 2016, FreedomCare is a Healthcare company that is innovating and revolutionizing the way home care is delivered. We bring dignity and support to patients needing care in their homes and to the caregivers who care for them. We're the largest consumer-directed home care agency in NY State, and are continually expanding our areas of focus including operations in other states and tech-based innovations.

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 Senior Launch Program Managerfor our Launch Operations team.

This is a remote role with some domestic travel required for launch purposes.

Department & Position Overview:

Launch Operations is the department responsible for taking on an approved new state client or line of business and implementing every aspect of the program while building relationships with payers and regulators and hiring a staff. The team is always working to understand the "what" and "how" as we expand our business. This role will spread FreedomCare's passion and core values and grow its services by supporting implementation plans for business and technical processes in new states.

Expertise will be crucial in guiding and ensuring the success of projects throughout the three primary phases of a standard launch: Research, Launch, and Implementation. The Senior Launch PM is also responsible for the phase – Training and Leadership. This position will play a key role in fostering innovation and efficiency in our projects, working on a launch that has a diverse scope, receiving little instruction on day-to-day work. This role will have a wide range of experience with launches, using project management or methodical thinking to resolve complex issues in effective ways and can overcome barriers to get things done.

This role is expected to work on activities that drive the launching of a state, such as (but not limited to) performing market research into the viability of a product, helping make states more efficient or help improve the systems that allow FreedomCare to grow rapidly and efficiently.

Every Day You Will:

Research:

• Conduct in-depth research to find answers to questions stipulated in the launch playbook with an advanced approach.
• Instinctively identify all follow-up questions required based on the information discovered.
• Update the launch playbook in the appropriate place with findings.
• Document findings in a clear, unambiguous manner, supported by proper documentation with impeccable sourcing of information.
• Foster connections to acquire essential information without being coached.
• Maintain effective relationships with consultants and lobbyists and effectively drive their efforts to produce quality results.
• Assist team members and outside stakeholders to understand the launch playbook.

Launch:

• Execute steps from the launch checklist, fully understanding each step, and accurately and easily understand which steps are unnecessary or what steps need to be added in your state, with an advanced protocol. Notably the launch checklist includes:
• Defining all business processes within a state consistent with all regulatory and business requirements.
• Determining and managing the development for all tools and resources needed for the state to operate including but not limited to software, hardware, documentation and personnel.
• Maintain a keen eye on timing, deadlines, and the status of each objective, with a minimum of oversight.
• Overcommunicate and update stakeholders effectively, without being reminded and in a manner that takes into account the needs, views, and desires of all stakeholders.
• Consistently find efficient ways to accomplish goals while minimizing issues with a positive attitude and share the lessons learned with the team.
• Consistently identifies opportunity to make the entire teams work more efficiently by updating team templates intelligently.
• Assist team members and outside stakeholders on understanding the launch checklist, launch team process and all FC process's that Launch team becomes experts in.
• Advanced knowledge in launching a state.

Implementation:

• Carefully monitors post launch status of a state ensuring systems, processes and staff are functioning optimally. By innovating effective systems to track and resolve performance and issues.
• Assist the GM in setting operational standards around how to treat leads, SRs, and SOC with proper tracking, critical thinking analysis of why any lead doesn't convert, and feedback loop to marketing and GMs/Launch Team
• Manage and train new employees in the post launch period in conjunction with GM. Creating material that is sufficiently robust to serve as a basis for training by similar processes in other states.
• Assist the GM as a project manager in post-launch activities. Effectively helping the GM to determine what is or is not a fully thought through request. Prepare the GM for all work involved in ensuring processes are in place for patient intake and revenue flow.
• Provide exceptional change management by creating a positive environment without exception and real systematic support for staff.
• Facilitate technical support during the post-launch period, helping create relationships between new employees and the support staff to encourage effective support even after the Launch team exits.
• Lead root cause analysis of problems and propose effective solutions.
• Define all necessary tickets for smooth project operations.
• Continuous communication with the Operations Manager to ensure referrals are received and intakes processed to generate revenue per timeline.

Training and Leadership:

• Train Launch Program Manager Level I and II
• Provide oversight of level 1 and II launchers as requested
• Be a "Team Captain" Champions of team energy, policy and culture

Ideal Candidate Will Possess:

• Exceptional documentation skills, documenting:
  • Business processes and how they tie to software and theory
  • Findings from research
  • Presentations
  • Summaries
  • Reports
• Software's used include:
  • Microsoft office
  • Adobe Acrobat
  • Jira
  • Miro
• Profound technical knowledge with the ability to lead design discussions and train team members.
  • Salesforce admin
  • Salesforce architecture
  • Process design
  • Medflyt
  • Jira
  • Miro
• In-depth understanding of FC business processes, capable of delivering concise trainings. (Must have a working knowledge of Company processes and State Ops and practices.)
• Excellent presentation and communication skills.
• Team player with strong interpersonal skills.
• Ability to prioritize business needs effectively.
• Effective project management skills.
  • Craft a plan to achieve an objective
  • With specific milestones, blockers and stakeholder identified
  • Achieve the objective within set parameters satisfying all stakeholders while demonstrating exemplary communication skills.
  • Effectively track and constantly re-evaluate the plan consistent with Agile methodology.
• Salesforce Admin Experience
• 7 years of relevant experience in a similar position is preferred

Recommended, Not Required:

• Experience in project/program management; leading cross-functional initiatives
• Experience in self-directed home care programs or financial services

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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