Implementation Specialist - Included Health

The Client Onboarding Implementation Specialist Provides tactical implementation support and configuration expertise through ticket management, system configuration, and quality assurance activities to ensure seamless client onboarding and ongoing operational excellence. Serves as the technical execution partner supporting, Solutions Engineering, Implementation Consultants and Project Managers across multiple client implementations simultaneously.

Responsibilities:

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 a