Client Implementation Manager
Remote
Go-To-Market (GTM) – Operations /
Full-time /
Remote
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
- Service oriented - anticipating, recognizing and meeting client needs
- A strong communicator skilled at addressing issues, listening and seeking mutual understanding
The United States new hire base salary target ranges for this full-time position are:
Zone A: $106,700 - $158,750 + equity + benefits
Zone B: $88,900 - $132,250 + equity + benefits
This range reflects the minimum and maximum target for new hire salaries for candidates based on their respective Zone. Below is additional information on Included Health's commitment to maintaining transparent and equitable compensation practices across our distinct geographic zones.
Starting base salary for the successful candidate will depend on several job-related factors, unique to each candidate, which may include, but not limited to, education; training; skill set; years and depth of experience; certifications and licensure; business needs; internal peer equity; organizational considerations; and alignment with geographic and market data. Compensation structures and ranges are tailored to each zone's unique market conditions to ensure that all employees receive fair and competitive compensation based on their roles and locations. Your Recruiter can share your geographic zone alignment upon inquiry.
In addition to receiving a competitive base salary, the compensation package may include, depending on the role, the following:
Remote-first culture
401(k) savings plan through Fidelity
Comprehensive medical, vision, and dental coverage through multiple medical plan options (including disability insurance)
Full suite of Included Health telemedicine (e.g. behavioral health, urgent care, etc.) and health care navigation products and services offered at no cost for employees and dependents
Generous Paid Time Off ("PTO") and Discretionary Time Off (“DTO")
12 weeks of 100% Paid Parental leave
Family Building Benefit with fertility coverage and up to $25,000 for Surrogacy & Adoption financial assistance.
Compassionate Leave (paid leave for employees who experience a failed pregnancy, surrogacy, adoption or fertility treatment)
11 Holidays Paid with one Floating Paid Holiday
Work-From-Home reimbursement to support team collaboration and effective home office work
24 hours of Paid Volunteer Time Off (“VTO”) Per Year to Volunteer with Charitable Organizations
Your recruiter will share more about the specific salary range and benefits package for your role during the hiring process.
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.
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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.
