Implementation Specialist

Ticket Management & Client Support

• Monitors and responds to Included Access tickets within established SLA timeframes

• Triages incoming tickets and routes to appropriate team members when necessary

• Owns tickets from assignment to closure

• Provides detailed documentation and status updates for all ticket activities

• Maintains comprehensive ticket logs and resolution tracking

• Ensures all direct client and internal communications are professional, accurate, and timely

• Follows up on open tickets to ensure timely resolution and client satisfaction

Cross-Functional Issue Management & Escalation

• Opens JIRA tickets and other internal tracking systems for issues requiring cross-functional support

• Actively follows up on all internal tickets through to resolution, maintaining accountability for outcomes

• Drives collaboration across departments for timely issue and ticket resolution

• Escalates tickets that are not receiving appropriate action within reasonable timelines to management

• Maintains detailed tracking of escalated issues and communicates status updates to relevant stakeholders internally and externally

• 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

• Ensures proper handoff documentation when assigning tickets to other teams or specialists

• Monitors reassigned tickets to ensure appropriate progress toward resolution

System Configuration & Technical Support

• Performs system configurations using the HUB and other internal tools as assigned

• Executes configuration changes based on Implementation Consultant and Project Manager specifications

• Creates and manages tasks in project management tools to ensure comprehensive documentation and tracking

• Supports technical integrations and data setup activities

• Maintains accuracy and attention to detail in all system configuration work

• Documents configuration changes and maintains system setup records

• Troubleshoots issues and coordinates resolution with appropriate teams

• Ensures all configurations meet client requirements and internal standards

Annual Enrollment Benefits Reviews (AEBR) Support

• Manages AEBR-related tasks and workflows throughout the annual enrollment cycle

• Coordinates AEBR activities with internal stakeholders

• Maintains AEBR documentation and tracks completion status

• Ensures AEBR deliverables meet quality standards and client expectations

• Communicates AEBR status and updates to relevant team members

• Identifies and escalates AEBR-related issues that require strategic intervention

Quality Assurance & Testing Support

• Conducts peer quality assurance reviews for team members' work products

• Performs pre-launch testing activities to ensure system functionality and data accuracy

• Documents testing results and identifies issues requiring resolution

• Maintains testing protocols and ensures consistent application across implementations

• Validates system configurations and data integrity before client launches

Cross-Functional Collaboration & Support

• Provides operational support to Implementation Consultants on strategic initiatives

• Assists Project Managers with tactical execution activities and deliverable preparation

• Coordinates with internal teams to ensure timely completion of client requirements

• Serves as a resource for technical questions

• Participates in team meetings and provides input on process improvements

• Supports knowledge transfer activities and documentation maintenance

Documentation & Knowledge Management

• Maintains accurate and comprehensive documentation for all activities

• Contributes to knowledge base articles and troubleshooting guides

• Ensures all client interactions are properly documented in appropriate systems

• Maintains organized records of configurations, changes, and resolutions

• Supports training materials development and process standardization efforts

Performance Management & Continuous Improvement

• Consistently meets individual and team goals for ticket resolution times and quality metrics

• Maintains high accuracy rates in system configurations and client communications

• Contributes to team goals for client satisfaction and internal stakeholder satisfaction scores

• Identifies opportunities for process improvement and efficiency gains

• Participates in process improvement initiatives and implements recommended changes

• Stays current with system updates and new functionality

• Provides feedback on tools and processes to enhance team effectiveness

Operational Excellence

• Manages workload effectively to ensure consistent service delivery across multiple clients

• Maintains professional demeanor and service quality during high-volume periods

• Follows established processes and procedures while identifying improvement opportunities

• Ensures compliance with internal policies and client requirements

• Supports training and onboarding of new team members

• Participates in team activities and contributes to positive team culture

• Demonstrates flexibility and adaptability to changing business needs and priorities

• 3+ Years of experience in SAAS client support or technical implementation (healthcare/healthcare tech preferred)

• 2+ Years 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 ability to learn proprietary systems quickly

• Experience with quality assurance processes and testing procedures is preferred