Hiring: Client Implementation – Operations Specialist (Remote)

The Included Health Implementation team is looking for a motivated, service-oriented team member to join as a Client Operations Specialist. Reporting to the Manager, Client Implementation this role will serve the function of Client Operations embedded within the Implementation team and will act to assist the Implementation team while providing white-glove service to both internal and external partners of Included Health.

The Client Operations Specialist will interact with key internal stakeholders, employer and health plan clients, and strategic partners to manage operational initiatives including issue resolution, client requests, facilitating a change in vendor/third party relations, and more. This team is responsible for contributing to successful relationships with clients and internal teams that promote trust and confidence to ensure business fulfillment needs are successfully met.

Client Operations team members have strong interpersonal relationship skills to be able to work with not only the client contacts, but also with Implementation Managers, Solution Engineers, Client Success, Member Support, subject matter experts, and key stakeholders. Excellent communication skills are necessary to ensure that all team members are kept well informed of the requirements, any changes, progress status and any potential issues.

Responsibilities
Assist with Client Operational needs within the assigned implementation pod
Support implementation and client launch work as needed
Receive and triage client escalations
Resolve or escalate as appropriate while keeping appropriate stakeholders informed
Identify and implement opportunities to improve existing processes and deliver client satisfiers
Prepare for and participate in client-facing meetings on an as-need basis, including ad hoc supportive roles such as minutes and agendas for other team members

Work in partnership with the Implementation and Client Success teams to support individual client goals within the implementation swim lane
Work cross functionally within the organization to promote client-centric operations and processes
Create and maintain a detailed open items and issues log for tracking purposes
Continuously monitor progress in terms of the status of a request or issue and report back to internal management, subject matter team members, and clients using weekly status reporting formats
Support internal department projects

Support the Client Knowledge Base and Member Support/Care Team education initiatives
Load client eligibility files as needed
Work with our clearinghouse on real-time eligibility issue resolution and oversee real-time eligibility downtime mitigation efforts
Serve as an integral partner to the internal team supporting strategic clients, including Client Success, Sales, Product, Engineering, Analytics and Support

Contribute to successful relationships with clients and internal teams that promote trust and confidence to ensure business fulfillment needs are successfully met
Handle issues, questions, and responses related to (but not limited to) the following areas: client escalations, member escalations, claims, billing and invoicing, real-time eligibility, and eligibility files
Other duties as assigned

Qualifications
2+ years of experience working with health insurance required
Experience with consultants, brokers, data providers in SAAS and/or healthcare strongly preferred
Fluency in 270/271 real-time eligibility strongly preferred
High school diploma required, college degree preferred
Solution-oriented attitude

Superior project management skills with unwavering commitment to putting members first
Strong interpersonal relationship skills
Ability to positively impact difficult situations
Experience working in client service roles, especially with large, complex organizations
Success working cross-functionally in complex organizations
Able to work independently with strong time management skills and appropriately prioritize tasks
Tenacious attention to detail

About Included Health

Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation. We’re on a mission to raise the standard of healthcare for everyone. We break down barriers to provide high-quality care for every person in every community — no matter where they are in their health journey or what type of care they need, from acute to chronic, behavioral to physical. We offer our members care guidance, advocacy, and access to personalized virtual and in-person care for everyday and urgent care, primary care, behavioral health, and specialty care. It’s all included. Learn more at includedhealth.com.

Included Health is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Included Health considers all qualified applicants in accordance with the San Francisco Fair Chance Ordinance.