Implementation Specialist

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  "source_hash": "f941fa0dc6340b7439a60c392c2f5ecb28a6d9bdb26c8c874d4299dfc234fc8d",
  "last_changed_at": "2026-06-19T07:56:34.636Z",
  "active_status": "active"
}

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  "dedupe": null,
  "language": "en",
  "location": {
    "raw": "Remote",
    "city": null,
    "region": null,
    "country": "United States",
    "is_remote": true,
    "confidence": 0.9
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  "inferred_at": "2026-06-20T07:56:51.275Z",
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    "included": true,
    "language": "en",
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      "region": null,
      "country": "United States",
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      "confidence": 0.9
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    "countries": [
      "United States"
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  "remote_policy": "remote",
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  "workplace_type": "remote",
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{}

{
  "lists": [
    {
      "text": "Responsibilities:  ",
      "content": "<div>\n<h3><strong>Ticket Management &amp; Client Support</strong></h3>\n\n<li>\n<p>Monitors and responds to Included Access tickets within established SLA timeframes</p>\n</li>\n<li>\n<p>Triages incoming tickets and routes to appropriate team members when necessary</p>\n</li>\n<li>\n<p>Owns tickets from assignment to closure</p>\n</li>\n<li>\n<p>Provides detailed documentation and status updates for all ticket activities</p>\n</li>\n<li>\n<p>Maintains comprehensive ticket logs and resolution tracking</p>\n</li>\n<li>\n<p>Ensures all direct client and internal communications are professional, accurate, and timely</p>\n</li>\n<li>\n<p>Follows up on open tickets to ensure timely resolution and client satisfaction</p>\n</li>\n\n<h3><strong>Cross-Functional Issue Management &amp; Escalation</strong></h3>\n\n<li>\n<p>Opens JIRA tickets and other internal tracking systems for issues requiring cross-functional support</p>\n</li>\n<li>\n<p>Actively follows up on all internal tickets through to resolution, maintaining accountability for outcomes</p>\n</li>\n<li>\n<p>Drives collaboration across departments for timely issue and ticket resolution</p>\n</li>\n<li>\n<p>Escalates tickets that are not receiving appropriate action within reasonable timelines to management</p>\n</li>\n<li>\n<p>Maintains detailed tracking of escalated issues and communicates status updates to relevant stakeholders internally and externally</p>\n</li>\n<li>\n<p>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</p>\n</li>\n<li>\n<p>Ensures proper handoff documentation when assigning tickets to other teams or specialists</p>\n</li>\n<li>\n<p>Monitors reassigned tickets to ensure appropriate progress toward resolution</p>\n</li>\n\n<h3><strong>System Configuration &amp; Technical Support</strong></h3>\n\n<li>\n<p>Performs system configurations using the HUB and other internal tools as assigned</p>\n</li>\n<li>\n<p>Executes configuration changes based on Implementation Consultant and Project Manager specifications</p>\n</li>\n<li>\n<p>Creates and manages tasks in project management tools to ensure comprehensive documentation and tracking</p>\n</li>\n<li>\n<p>Supports technical integrations and data setup activities</p>\n</li>\n<li>\n<p>Maintains accuracy and attention to detail in all system configuration work</p>\n</li>\n<li>\n<p>Documents configuration changes and maintains system setup records</p>\n</li>\n<li>\n<p>Troubleshoots issues and coordinates resolution with appropriate teams</p>\n</li>\n<li>\n<p>Ensures all configurations meet client requirements and internal standards</p>\n</li>\n\n<h3><strong>Annual Enrollment Benefits Reviews (AEBR) Support</strong></h3>\n\n<li>\n<p>Manages AEBR-related tasks and workflows throughout the annual enrollment cycle</p>\n</li>\n<li>\n<p>Coordinates AEBR activities with internal stakeholders</p>\n</li>\n<li>\n<p>Maintains AEBR documentation and tracks completion status</p>\n</li>\n<li>\n<p>Ensures AEBR deliverables meet quality standards and client expectations</p>\n</li>\n<li>\n<p>Communicates AEBR status and updates to relevant team members</p>\n</li>\n<li>\n<p>Identifies and escalates AEBR-related issues that require strategic intervention</p>\n</li>\n\n<h3><strong>Quality Assurance &amp; Testing Support</strong></h3>\n\n<li>\n<p>Conducts peer quality assurance reviews for team members' work products</p>\n</li>\n<li>\n<p>Performs pre-launch testing activities to ensure system functionality and data accuracy</p>\n</li>\n<li>\n<p>Documents testing results and identifies issues requiring resolution</p>\n</li>\n<li>\n<p>Maintains testing protocols and ensures consistent application across implementations</p>\n</li>\n<li>\n<p>Validates system configurations and data integrity before client launches</p>\n</li>\n\n<h3><strong>Cross-Functional Collaboration &amp; Support</strong></h3>\n\n<li>\n<p>Provides operational support to Implementation Consultants on strategic initiatives</p>\n</li>\n<li>\n<p>Assists Project Managers with tactical execution activities and deliverable preparation</p>\n</li>\n<li>\n<p>Coordinates with internal teams to ensure timely completion of client requirements</p>\n</li>\n<li>\n<p>Serves as a resource for technical questions</p>\n</li>\n<li>\n<p>Participates in team meetings and provides input on process improvements</p>\n</li>\n<li>\n<p>Supports knowledge transfer activities and documentation maintenance</p>\n</li>\n\n<h3><strong>Documentation &amp; Knowledge Management</strong></h3>\n\n<li>\n<p>Maintains accurate and comprehensive documentation for all activities</p>\n</li>\n<li>\n<p>Contributes to knowledge base articles and troubleshooting guides</p>\n</li>\n<li>\n<p>Ensures all client interactions are properly documented in appropriate systems</p>\n</li>\n<li>\n<p>Maintains organized records of configurations, changes, and resolutions</p>\n</li>\n<li>\n<p>Supports training materials development and process standardization efforts</p>\n</li>\n\n<h3><strong>Performance Management &amp; Continuous Improvement</strong></h3>\n\n<li>\n<p>Consistently meets individual and team goals for ticket resolution times and quality metrics</p>\n</li>\n<li>\n<p>Maintains high accuracy rates in system configurations and client communications</p>\n</li>\n<li>\n<p>Contributes to team goals for client satisfaction and internal stakeholder satisfaction scores</p>\n</li>\n<li>\n<p>Identifies opportunities for process improvement and efficiency gains</p>\n</li>\n<li>\n<p>Participates in process improvement initiatives and implements recommended changes</p>\n</li>\n<li>\n<p>Stays current with system updates and new functionality</p>\n</li>\n<li>\n<p>Provides feedback on tools and processes to enhance team effectiveness</p>\n</li>\n\n<h3><strong>Operational Excellence</strong></h3>\n\n<li>\n<p>Manages workload effectively to ensure consistent service delivery across multiple clients</p>\n</li>\n<li>\n<p>Maintains professional demeanor and service quality during high-volume periods</p>\n</li>\n<li>\n<p>Follows established processes and procedures while identifying improvement opportunities</p>\n</li>\n<li>\n<p>Ensures compliance with internal policies and client requirements</p>\n</li>\n<li>\n<p>Supports training and onboarding of new team members</p>\n</li>\n<li>\n<p>Participates in team activities and contributes to positive team culture</p>\n</li>\n<li>\n<p>Demonstrates flexibility and adaptability to changing business needs and priorities</p>\n</li>\n\n</div>"
    },
    {
      "text": "Qualifications: ",
      "content": "<div>\n\n<li>\n<p>3+ Years of experience in SAAS client support or technical implementation (healthcare/healthcare tech preferred)</p>\n</li>\n<li>\n<p>2+ Years hands-on experience with system configuration and client ticketing systems</p>\n</li>\n<li>\n<p>High School Diploma required (Associate's or Bachelor's degree preferred)</p>\n</li>\n<li>\n<p>Experience in healthcare and/or employee benefits administration is preferred</p>\n</li>\n<li>\n<p>Knowledge of benefits enrollment processes and healthcare data management is preferred</p>\n</li>\n<li>\n<p>Experience working with internal configuration tools and client support platforms</p>\n</li>\n<li>\n<p>Strong technical aptitude with ability to learn proprietary systems quickly</p>\n</li>\n<li>\n<p>Experience with quality assurance processes and testing procedures is preferred</p>\n</li>\n\n</div>"
    }
  ],
  "country": "US",
  "createdAt": 1781815070416,
  "updatedAt": null,
  "categories": {
    "team": "Client Success",
    "location": "Remote",
    "commitment": "Contractor",
    "department": "Growth & Business Excellence",
    "allLocations": [
      "Remote"
    ]
  },
  "salaryRange": null,
  "workplaceType": "remote"
}