Manager, Client Implementation

The Manager, Client Implementation leads a team of Implementation Managers and/or Implementation Associates that partner with Sales, Client Success and other internal stakeholders to lead enterprise and health plan implementations for all Included Health products. This includes complex service implementation, project management, program management and support activities for the company. 

Responsibilities:

• Manages team of Implementation Managers and/or Implementation Associates within the Implementation team by providing leadership, work direction, and coachingPromoting a high degree of engagement within the implementation team
• Manages the implementation of new clients, addition of new business, and new service offerings
• Manages the implementation of year-over-year changes, Open Enrollment Support, and corrections to previous implementation projects
• Leads tactical relationships/discussions with internal partners and Implementation SMEs related to one or more core services lines of the business
• Lead tactical implementation efforts in discussions including, but not limited to:
• Sales support (RFP, Finalist Meetings, etc.)
• Data requirements
• Project planningCapacity planning
• Product development
• Works directly with clients, payers, Product and Engineering teams to ensure accurate launch and service delivery
• May be assigned to strategic client implementations as assigned by launch leadership, to meet business needs
• Accountable externally and internally for complete and accurate implementation of new business and policy and contractual amendments
• Serves as central point of contact for client during implementation, ensuring alignment across all workstreams and instilling trust in the client on successful Included Health delivery
• Provide comprehensive updates to E-Staff and other company leaders by
• Maintaining a standardized dashboard
• Leading SteerCo efforts
• Oversees project management efforts to:
• Prepare agendas and schedules implementation meetings
• Build and manage implementation timelines, track key dates and deliverables, including but not limited to technology feeds, contract delivery, claims system readiness and premium administration set up
• Tailoring applications and capturing client variables within onboarding technology platforms
• Drives a concierge approach to customer service by investigating and responding to client-related customer service inquiries
• Effectively understands internal processes to assist in the resolution of minor administration inquiries
• Drives cross-departmental efforts to deliver on non-standard commitments and escalations
• Ensures client administration specifications are complete and accurate with support from Client Implementation, Support, Care, Clinical and Client Success teams
• Identifies and leads opportunities for process improvement, for the benefit of individual clients and the broader client base, and takes action as appropriate
• Participates in activities required to scale implementation processes in an ever-changing environment 
• Participates in special projects which support organizational needs, effectively assessing and communicating business impacts
• Other duties assigned

Knowledge & Experience:

• Proficiency in implementing Included Health products
• Strong client service ethic
• Strong project management experience
• Strong interpersonal and partnership skills
• Excellent communication and presentation skills
• Strong organizational, planning and time management skills
• Strong computer skills
• Ability to travel as needed

Minimum Qualifications:

• 5+ years experience in implementation, SAAS experience preferred
• Bachelor’s degree or equivalent experience
• Demonstrated leadership skills and ability
• Healthcare insurance industry and/or direct healthcare experience strongly preferred
• PMP certification preferred

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 withou