Client Implementation Manager

About the role:Does engaging with clients and delivering results energize you? Are you a relationship-builder who is organized and detail-oriented? Are you passionate about bringing a world-class medical experience to millions of employees and their families?  
We are looking for a results-oriented Client Implementation Manager to join our team and continue our rapid pace of client growth. This person will represent Included Health throughout the implementation to key clients and thus will embody the Included Health mission to raise the standard of healthcare for everyone.
In this position you will be responsible for the successful planning, coordination, and implementation of projects to ensure business goals and objectives are accomplished within designated timeframes and budgets.

During your 30 days, you will:

• Onboard with the Included Health team
• Participate in internal learning of all products, tools, and resources available to you
• Become familiar with our offerings and implementation process. 
• Learn how to talk to clients about Included Health
• Be assigned a mentor to shadow

During your first 90 days, you will:

• Lead client and internal discussions related to products and services
• Lead non-launch related assignments (data maintenance, plan changes, etc)
• Lead the implementation of Included Health clients 
• Gain an understanding of client needs and priorities

During your first 6 months, you will:

• Demonstrate a mastery of the Included Health suite of products by passing multiple Knowledge Checks with your leaders and peers
• Independently lead complex client implementations
• Demonstrate a mastery of the Included Health suite of products

Responsibilities:

• Lead the implementation of employer and health plan clients, owning project management, and maintaining key documentation
• Create project plans, including deliverables, activities, and timelines
• Facilitate Implementation meetings and subsequent ongoing implementation touch points with health plans, clients, and vendors  
• Collect, document and disseminate client specific implementation details to key stakeholders
• Lead data collection and integration efforts with client vendor partners
• Serve as the implementation lead alongside the Client Success relationship owner for Included Health clients and their vendor partners during the implementation, maintaining regular contact with key internal and external stakeholders
• Assess, manage, resolve and escalate (if necessary) risks and issues
• Leave clients feeling delighted after every interaction

Qualifications:

• 2+ years of software or service implementation experience
• Experience in the health insurance industry with experience in healthcare and employee benefits, physician/adjunct/ancillary/medical insurance billing requirements and payment reconciliation procedures 
• Knowledge and understanding of claims payment processing and medical management processes is required. 
• Able to prioritize and research projects independently and accurately within established deadlines involving all aspects, including analysis through resolution
• Demonstrated ability to work well in a team environment and train staff and external clients on processes, products, data requests, and/or client service 
• Demonstrated ability to build relationships with clients and vendor partners
• Outstanding track record of exceeding client expectations
• Excellent verbal and written communication skills
• Must be able to recognize basic procedural issues as they arise, and escalate to the appropriate level  
• Demonstrated ability to work cross-functionally in a fast-growing organization
• Ability to innovate, think outside the box, and solve problems creatively
• Detail oriented with the ability to manage multiple implementations at one time
• Passion for the Included Health product suite; belief that these platforms are transforming how we access and utilize healthcare
• Willingness to travel as needed (less than 10%)
• Unparalleled commitment to putting patients first
• PMP certification preferred
• Experience implementing healthcare services and/or products for marginalized populations, a plus.
• High School Diploma - 4 year degree preferred

Apply if you are:

• Able to resonate with and willing to uphold the mission and values of Included Health
• Conscientious - organized and dependable; always meets deadlines and commitments 
• Collaborative - works as part of a team to successfully achieve common goals and goes beyond what is required or expected 
• Highly motivated and self-driven to find answers and solutions for our clients and our team<