Implementation Specialist, Included Health
$35.00/hour - $45.00/hour
Digital healthcare provider
Be an early applicant
Digital healthcare provider
1001+ employees
Be an early applicant
$35.00/hour - $45.00/hour
1001+ employees
Company mission
To raise the standard of healthcare for everyone.
Role
Who you are
- 3+ Years of experience in SAAS client support or technical implementation (healthcare/healthcare tech preferred)
- 2+ Years hands-on experience with system configuration and client ticketing systems
- High School Diploma required (Associate's or Bachelor's degree preferred)
- Experience in healthcare and/or employee benefits administration is preferred
- Knowledge of benefits enrollment processes and healthcare data management is preferred
- Experience working with internal configuration tools and client support platforms
- Strong technical aptitude with ability to learn proprietary systems quickly
- Experience with quality assurance processes and testing procedures is preferred
What the job involves
- The Client Onboarding Implementation Specialist Provides tactical implementation support and configuration expertise through ticket management, system configuration, and quality assurance activities to ensure seamless client onboarding and ongoing operational excellence
- Serves as the technical execution partner supporting, Solutions Engineering, Implementation Consultants and Project Managers across multiple client implementations simultaneously
- Monitors and responds to Included Access tickets within established SLA timeframes
- Triages incoming tickets and routes to appropriate team members when necessary
- Owns tickets from assignment to closure
- Provides detailed documentation and status updates for all ticket activities
- Maintains comprehensive ticket logs and resolution tracking
- Ensures all direct client and internal communications are professional, accurate, and timely
- Follows up on open tickets to ensure timely resolution and client satisfaction
- Opens JIRA tickets and other internal tracking systems for issues requiring cross-functional support
- Actively follows up on all internal tickets through to resolution, maintaining accountability for outcomes
- Drives collaboration across departments for timely issue and ticket resolution
- Escalates tickets that are not receiving appropriate action within reasonable timelines to management
- Maintains detailed tracking of escalated issues and communicates status updates to relevant stakeholders internally and externally
- Identifies tickets requiring client-facing activities, consulting expertise, or larger project planning and moves these tickets to appropriate queues for reassignment to Implementation Consultants or Project Managers
- Ensures proper handoff documentation when assigning tickets to other teams or specialists
- Monitors reassigned tickets to ensure appropriate progress toward resolution
- Performs system configurations using the HUB and other internal tools as assigned
- Executes configuration changes based on Implementation Consultant and Project Manager specifications
- Creates and manages tasks in project management tools to ensure comprehensive documentation and tracking
- Supports technical integrations and data setup activities
- Maintains accuracy and attention to detail in all system configuration work
- Documents configuration changes and maintains system setup records
- Troubleshoots issues and coordinates resolution with appropriate teams
- Ensures all configurations meet client requirements and internal standards
- Manages AEBR-related tasks and workflows throughout the annual enrollment cycle
- Coordinates AEBR activities with internal stakeholders
- Maintains AEBR documentation and tracks completion status
- Ensures AEBR deliverables meet quality standards and client expectations
- Communicates AEBR status and updates to relevant team members
- Identifies and escalates AEBR-related issues that require strategic intervention
- Conducts peer quality assurance reviews for team members' work products
- Performs pre-launch testing activities to ensure system functionality and data accuracy
- Documents testing results and identifies issues requiring resolution
- Maintains testing protocols and ensures consistent application across implementations
- Validates system configurations and data integrity before client launches
- Provides operational support to Implementation Consultants on strategic initiatives
- Assists Project Managers with tactical execution activities and deliverable preparation
- Coordinates with internal teams to ensure timely completion of client requirements
- Serves as a resource for technical questions
- Participates in team meetings and provides input on process improvements
- Supports knowledge transfer activities and documentation maintenance
- Maintains accurate and comprehensive documentation for all activities
- Contributes to knowledge base articles and troubleshooting guides
- Ensures all client interactions are properly documented in appropriate systems
- Maintains organized records of configurations, changes, and resolutions
- Supports training materials development and process standardization efforts
- Consistently meets individual and team goals for ticket resolution times and quality metrics
- Maintains high accuracy rates in system configurations and client communications
- Contributes to team goals for client satisfaction and internal stakeholder satisfaction scores
- Identifies opportunities for process improvement and efficiency gains
- Participates in process improvement initiatives and implements recommended changes
- Stays current with system updates and new functionality
- Provides feedback on tools and processes to enhance team effectiveness
- Manages workload effectively to ensure consistent service delivery across multiple clients
- Maintains professional demeanor and service quality during high-volume periods
- Follows established processes and procedures while identifying improvement opportunities
- Ensures compliance with internal policies and client requirements
- Supports training and onboarding of new team members
- Participates in team activities and contributes to positive team culture
- Demonstrates flexibility and adaptability to changing business needs and priorities
Our take
As the name suggests, Included Health is on a mission to raise the standard of healthcare for everyone, offering inclusive, integrated virtual care and navigation.
It differentiates itself from competitors with its emphasis on improving health outcomes and challenges faced by communities, including LGBTQ+ and BIPOC. The negative healthcare experiences faced by these marginalized groups mean they often avoid care at a rate that is around 3x greater than the broader US population, putting their health at risk.
With healthcare still fragmented and focused on one-size-fits-all solutions, Included Health is disrupting the market by using technology to match patients quickly with the best care, no matter where they live. And it currently counts retail behemoths Walmart and Home Depot as customers.
Freddie
Company Specialist at Welcome to the Jungle
Insights
16% employee growth in 12 months
Company
Funding (last 2 of 6 rounds)
Sep 2020
$175m
GROWTH EQUITY VC
May 2018
$66m
SERIES D
Total funding: $347m
Company benefits
- Comprehensive medical, dental and vision plans
- All employees, their spouses, and children have free access to Included Health services
- Need time to recharge? Exempt employees enjoy flexible, unaccrued discretionary time off — take it when you need it
Company HQ
Financial District, San Francisco, CA
Leadership
Owen Tripp
(Co-Founder & CEO)Previously served as a Senior Consultant at Accenture before joining eBay as the Manager and Founder of User Behaviour Intelligence in 2004. Co-founded Reputation.com in 2006, and served as its COO from 2008 to 2012. Was an Advisor at Pathbrite and Life360.
Lawrence "Rusty" Hofmann
(Co-Founder)Studied Medicine at Ohio State, Johns Hopkins and Stanford. Was Assistant Professor at Johns Hopkins from 2000 to 2005, and is now Professor of Interventional Radiology at Stanford. Co-founded Grand Rounds, rebranded to Included Health, in 2012. Is Medical Director at Stanford Health Care.
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