ಕೆಲಸದ ವಿವರ

Role overview

This role supports client onboarding by handling tactical implementation work, system setup, and quality checks to help ensure a smooth launch and steady day-to-day operations. The position partners closely with Solutions Engineering, Implementation Consultants, and Project Managers while juggling several client implementations at once.

Ticket management and client support

Track and respond to Included Access tickets within the required SLA window.
Review incoming requests, determine where they should go, and send them to the right team when needed.
Take ownership of tickets from the moment they are assigned until they are fully resolved.
Keep clear records and regular status notes for every ticket activity.
Maintain detailed logs of tickets and how they were closed out.
Ensure written and verbal communication with clients and internal teams is professional, accurate, and prompt.
Follow up on unresolved tickets to move them toward completion and keep clients satisfied.

Issue handling and escalation

Create JIRA tickets and other internal cases for problems that need support from other teams.
Persistently follow internal tickets through resolution while staying accountable for the outcome.
Work across departments to speed up issue resolution.
Escalate tickets that are not being addressed within a reasonable timeframe.
Keep thorough records of escalated items and share progress updates with internal and external stakeholders.
Identify requests that need client-facing work, consulting input, or larger project planning and move them to the correct queue for reassignment to Implementation Consultants or Project Managers.
Provide proper handoff notes when transferring tickets to other specialists or teams.
Monitor reassigned tickets to make sure work continues toward resolution.

System configuration and technical support

Complete system configuration work in the HUB and other internal tools as assigned.
Apply configuration updates based on instructions from Implementation Consultants and Project Managers.
Build and track tasks in project management tools to ensure work is documented and easy to follow.
Support technical integrations and data setup tasks.
Work carefully and accurately when making configuration changes.
Document all system changes and keep setup records current.
Investigate issues and coordinate fixes with the appropriate teams.
Verify that configurations align with client expectations and internal standards.

Annual Enrollment Benefits Reviews support

Handle AEBR-related tasks throughout the annual enrollment period.
Coordinate AEBR work with internal partners.
Keep AEBR documentation updated and track what has been completed.
Make sure AEBR deliverables meet quality expectations and client needs.
Share AEBR progress and updates with the right team members.
Flag and escalate AEBR issues that need strategic attention.

Quality assurance and testing

Review teammates’ work through peer QA checks.
Run pre-launch testing to confirm system behavior and data accuracy.
Record testing outcomes and highlight issues that need to be fixed.
Follow standard testing processes consistently across implementations.
Confirm system settings and data integrity before a client launch.

Collaboration and support

Provide operational help to Implementation Consultants on key initiatives.
Assist Project Managers with execution tasks and preparation of deliverables.
Work with internal teams to complete client requirements on time.
Serve as a go-to resource for technical questions.
Join team meetings and contribute ideas for improving processes.
Support knowledge transfer and keep documentation up to date.

Documentation and knowledge management

Maintain complete and accurate records for all work completed.
Contribute to knowledge base content and troubleshooting resources.
Ensure client interactions are recorded in the correct systems.
Keep configuration records, change logs, and resolution notes well organized.
Help create training materials and standardize processes.

Performance and continuous improvement

Meet individual and team targets for resolution time and quality.
Maintain strong accuracy in both system configuration and client communication.
Support team objectives tied to client and internal stakeholder satisfaction.
Look for ways to improve processes and increase efficiency.
Take part in improvement initiatives and implement changes when recommended.
Stay informed about system updates and new functionality.
Share feedback on tools and workflows to improve team effectiveness.

Operational expectations

Balance workload effectively while supporting multiple clients.
Stay calm and professional during busy periods.
Follow established procedures while also spotting better ways of working.
Adhere to internal policies and client-specific requirements.
Help train and onboard new teammates.
Contribute positively to team culture and team activities.
Adapt quickly to changing priorities and business needs.

Qualifications

At least 3 years of experience in SaaS client support or technical implementation; healthcare or healthcare technology experience is preferred.
At least 2 years of practical experience with system configuration and client ticketing platforms.
High school diploma is required; an associate’s or bachelor’s degree is preferred.
Background in healthcare or employee benefits administration is preferred.
Familiarity with benefits enrollment workflows and healthcare data management is preferred.
Experience using internal configuration tools and client support systems.
Strong technical aptitude and the ability to learn proprietary platforms quickly.
Experience with QA processes and testing methods is preferred.

Compensation and additional information

This full-time contract role in the United States pays an hourly rate of $35.00 to $45.00.

Pay is determined by factors such as education, training, skills, depth of experience, certifications and licensure, business needs, internal equity, organizational considerations, and geographic/market data. Compensation ranges may vary by geographic zone to support fair pay for contractors based on role and location. A recruiter can provide the applicable zone on request.

About the company

Included Health is a healthcare company focused on integrated virtual care and navigation. Its mission is to improve the standard of healthcare by helping people access high-quality care across every stage of their health journey, including urgent, everyday, primary, behavioral, and specialty care. The company provides guidance, advocacy, and access to personalized virtual and in-person services.

Equal opportunity and hiring practices

The employer is an equal opportunity organization and evaluates candidates without regard to protected characteristics under federal, state, or local law. It also considers qualified applicants with arrest or conviction records in line with applicable fair chance laws.

AI-assisted hiring

AI-enabled tools may be used at selected stages of the hiring process to improve efficiency, consistency, and communication. These tools do not make hiring decisions; final decisions are made by the recruiting and hiring teams.

Implementation Specialist