Included Health's Implementation Specialist reports to the Sr. Client Implementation Manager and provides tactical implementation support and configuration expertise through ticket management, system configuration, and quality assurance activities. The Implementation Specialist ensures seamless client onboarding and ongoing operational excellence and serves as the technical execution partner supporting Solutions Engineering, Implementation Consultants, and Project Managers across multiple client implementations.
Responsibilities
- You will monitor and respond to Included Access tickets within SLA timeframes. You will triage and route tickets, own tickets from assignment to closure, maintain logs and documentation, ensure professional client communication, and follow up to ensure timely resolution and satisfaction.
- You will open JIRA and other internal tickets for issues requiring cross-functional support, drive collaboration for resolution, escalate tickets when necessary, track progress, and ensure proper handoff to appropriate teams.
- You will perform system configurations, complete changes per Implementation Consultant or Project Manager specifications, manage tasks in project management tools, supports integration and data setup, troubleshoot issues, and ensure configurations meet client requirements and internal standards.
- You will coordinate Annual Enrollment Benefits Rreview tasks and workflows, maintain documentation, ensure quality deliverables, communicate status, and escalate issues.
- You will conduct peer QA reviews, perform pre-launch testing, document results, validate configurations, and maintain consistent testing protocols.
- You will support Implementation Consultants and Project Managers with operational and tactical execution, provide technical guidance, participate in meetings, and contribute to process improvements and knowledge transfer.
- You will maintain comprehensive documentation, contribute to knowledge base articles, and support training material development and process standardization.
- You will meet individual and team goals for ticket resolution and configuration accuracy, contribute to client satisfaction, identify process improvements, and provide feedback on tools and processes.
- You will manage workloads across multiple clients, ensure service quality, follow established processes, support team onboarding, and adapt to changing business needs.
Qualifications
- 3+ years in SaaS client support or technical implementation in healthcare/health-tech companies.
- 2+ years hands-on experience with system configuration and ticketing systems.
- Associate's or Bachelor's degree.
- Experience with benefits enrollment, healthcare data management, QA processes, and proprietary configuration tools.
The United States new hire base salary target ranges for this full-time position are:Zone A: $66,850 - $86,910 + equity + benefitsZone B: $73,535 - $95,601 + equity + benefitsZone C: $80,220 - $104,292 + equity + benefitsZone D: $86,905 - $112,983 + equity + benefitsThis range reflects the minimum and maximum target for new hire salaries for candidates based on their respective Zone. Below is additional information on Included Health's commitment to maintaining transparent and equitable compensation practices across our distinct geographic zones.Starting base salary for you will depend on several job-related factors, unique to each candidate, which may include education; training; skills; years and depth of experience; certifications and licensure; our needs; internal peer equity; organizational considerations; and understanding of geographic and market data.
Compensation structures and ranges are tailored to each zone's unique market conditions to ensure that all employees receive fair and great compensation package based on their roles and locations. Your Recruiter can share your geographic zone upon inquiry.Benefits & Perks:In addition to receiving a great compensation package, the compensation package may include, depending on the role, the following and more:Remote-first culture401(k) savings plan through FidelityComprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance)Paid Time Off ("PTO") and Discretionary Time Off (“DTO")12 weeks of 100% Paid Parental leaveFamily Building & Compassionate Leave: Fertility coverage, $25,000 for surrogacy/adoption, and paid leave for failed treatments, adoption or pregnancies.Work-From-Home reimbursement to support team collaboration home office workYour recruiter will share more about the salary range and benefits package for your role during the hiring process.
About Included Health
Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation. We’re on a mission to raise the standard of healthcare for everyone. We break down barriers to provide high-quality care for every person in every community — no matter where they are in their health journey or what type of care they need, from acute to chronic, behavioral to physical. We offer our members care guidance, advocacy, and access to personalized virtual and in-person care for everyday and urgent care, primary care, behavioral health, and specialty care.
It’s all included. Learn more atincludedhealth.com. -----Included Health is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Included Health considers all qualified applicants with arrest or conviction records in accordance with the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance, and California law.Apply for this job
