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Implementation Specialist

1 month ago
United States
Contract
Mid Level
Implementation Engineer
Customer and Technical Support
JIRA
Apply Now
Included Health

Included Health

Included Health is a healthcare company that provides cost-saving solutions for employers and health plans. They offer virtual care and navigation services, connecting millions with board-certified doctors and specialists for comprehensive and convenie...

Insurance
1K-5K
$106M raised
View All Jobs 5

Description

  • Monitor, triage, and resolve client support tickets within SLA timeframes from assignment through closure.
  • Document ticket activity, maintain resolution tracking, and provide timely status updates to clients and internal stakeholders.
  • Open and manage JIRA and other internal tracking tickets for cross-functional issues and follow them through resolution.
  • Escalate stalled or unresolved issues to management and coordinate handoffs to the appropriate internal teams.
  • Perform system configurations in HUB and other internal tools based on Implementation Consultant and Project Manager specifications.
  • Support technical integrations, data setup activities, and configuration changes while maintaining accurate setup records.
  • Conduct peer quality assurance reviews, pre-launch testing, and validation of system configurations and data integrity.
  • Support annual enrollment benefits review workflows, including coordination, documentation, and completion tracking.
  • Collaborate with Implementation Consultants, Project Managers, Solutions Engineering, and other teams to execute client deliverables and resolve issues.
  • Maintain documentation, contribute to knowledge base materials, and support process improvement and training efforts.

Requirements

  • 3+ years of experience in SaaS client support or technical implementation, preferably in healthcare or healthcare tech.
  • 2+ years of 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 the ability to learn proprietary systems quickly.
  • Experience with quality assurance processes and testing procedures is preferred.
  • Ability to manage multiple client implementations and prioritize work in a fast-paced, remote environment.

Benefits

  • Hourly pay range of $35.00 to $45.00 for this full-time contract role.
  • Remote work arrangement.
  • Opportunity to work with a mission-driven healthcare company focused on integrated virtual care and navigation.
  • Equal opportunity employer consideration for applicants, including fair chance review practices.
  • Use of AI-assisted tools in parts of the hiring process, with final decisions made by recruiting and hiring teams.

Interested in this position?

Apply directly on the company website

Apply Now

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