Implementation Specialist

About First Stop Health

First Stop Health is dedicated to delivering affordable, accessible virtual healthcare to employees across the United States at all times, through app, website, and phone. Recognized as one of Fast Company’s Most Innovative Companies, we focus on offering a seamless and engaging healthcare experience that supports healthier lives at every stage.

Employees enjoy a comprehensive benefits package including health, dental, vision, disability, and life insurance options, as well as a monthly allowance for those waiving medical coverage. Our company culture supports a remote-first environment, flexible paid time off including Summer Fridays, a 401k plan with employer match, monthly phone stipends, and immediate access to our virtual care services from day one.

Role Description

The Implementation Specialist will manage a portfolio of employee benefit implementations for smaller clients with up to 250 employees. This role involves overseeing projects from start to successful launch, ensuring timely delivery within scope and budget constraints. The role requires strong communication and organizational skills to quickly learn internal processes with guidance from senior staff. The position reports to the Vice President of Business Operations and thrives in a dynamic, fast-paced setting focused on achieving results.

Key Responsibilities

• Oversee employee benefit implementations from initiation through launch phase.
• Define project scope, objectives, and deliverables collaboratively with internal teams and external clients.
• Leverage project management software to maintain comprehensive plans, timelines, and milestone tracking.
• Identify potential launch risks and coordinate with senior team members to implement risk mitigation strategies.
• Provide consistent status updates, reports, and presentations to stakeholders regarding project progress.
• Offer sustained support for active clients, including managing member eligibility files, benefits documentation, and production requests.
• Maintain detailed documentation of client communications and issue resolutions to promote knowledge sharing and continuous process improvements.
• Gather and relay feedback to product and operations teams to enhance service delivery and client satisfaction.

Requirements

• At least three years of experience in client services or project implementation roles.
• Exceptional written and verbal communication skills ensuring clarity and efficiency in stakeholder engagement.
• Strong interpersonal abilities to establish relationships, collaborate across functions, and maintain professionalism.
• Analytical aptitude to investigate, troubleshoot, and resolve technical and service-related concerns.
• Effective problem-solving capabilities to navigate complexity and ambiguity with attention to detail.
• Proficiency in managing multiple concurrent tasks with prioritization aligned to urgency and impact.
• Adaptability to thrive in a fast-moving work environment, flexibly handling duties beyond standard roles when required.

Diversity and Inclusion

First Stop Health is devoted to fostering diversity, equity, inclusion, and belonging. We encourage applicants from all backgrounds to apply, even if not every qualification perfectly matches — your unique experiences are valuable to our team.