Responsibilities:
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
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
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
Manages AEBR-related tasks and workflows throughout the annual enrollment cycle
Coordinates AEBR activities with internal stakeholders
Maintains AEBR documentation and tracks completion status
Ensures AEBR deliverables meet quality standards and client expectations
Communicates AEBR status and updates to relevant team members
Identifies and escalates AEBR-related issues that require strategic intervention
Conducts peer quality assurance reviews for team members' work products
Performs pre-launch testing activities to ensure system functionality and data accuracy
Documents testing results and identifies issues requiring resolution
Maintains testing protocols and ensures consistent application across implementations
Validates system configurations and data integrity before client launches
Provides operational support to Implementation Consultants on strategic initiatives
Assists Project Managers with tactical execution activities and deliverable preparation
Coordinates with internal teams to ensure timely completion of client requirements
Serves as a resource for technical questions
Participates in team meetings and provides input on process improvements
Supports knowledge transfer activities and documentation maintenance
Maintains accurate and comprehensive documentation for all activities
Contributes to knowledge base articles and troubleshooting guides
Ensures all client interactions are properly documented in appropriate systems
Maintains organized records of configurations, changes, and resolutions
Supports training materials development and process standardization efforts
Consistently meets individual and team goals for ticket resolution times and quality metrics
Maintains high accuracy rates in system configurations and client communications
Contributes to team goals for client satisfaction and internal stakeholder satisfaction scores
Identifies opportunities for process improvement and efficiency gains
Participates in process improvement initiatives and implements recommended changes
Stays current with system updates and new functionality
Provides feedback on tools and processes to enhance team effectiveness
Manages workload effectively to ensure consistent service delivery across multiple clients
Maintains professional demeanor and service quality during high-volume periods
Follows established processes and procedures while identifying improvement opportunities
Ensures compliance with internal policies and client requirements
Supports training and onboarding of new team members
Participates in team activities and contributes to positive team culture
Demonstrates flexibility and adaptability to changing business needs and priorities
Ticket Management & Client Support
Cross-Functional Issue Management & Escalation
System Configuration & Technical Support
Annual Enrollment Benefits Reviews (AEBR) Support
Quality Assurance & Testing Support
Cross-Functional Collaboration & Support
Documentation & Knowledge Management
Performance Management & Continuous Improvement
Operational Excellence
Qualifications:
3+ Years of experience in SAAS client support or technical implementation (healthcare/healthcare tech preferred)
2+ Years hands-on experience with system configuration and client ticketing systems
High School Diploma required (Associate's or Bachelor's degree preferred)
Experience in healthcare and/or employee benefits administration is preferred
Knowledge of benefits enrollment processes and healthcare data management is preferred
Experience working with internal configuration tools and client support platforms
Strong technical aptitude with ability to learn proprietary systems quickly
Experience with quality assurance processes and testing procedures is preferred
The United States hourly range for this full time, contract position is $35.00/hour - $45.00/hour.
Below is additional information on Included Health's commitment to maintaining transparent and equitable compensation practices across our distinct geographic zones.
Starting hourly rate for you will depend on several job-related factors, unique to each candidate, which may include education; training; skills; years and depth of experience; certifications and licensure; our needs; internal peer equity; organizational considerations; and understanding of geographic and market data. Compensation structures and ranges are tailored to each zone's unique market conditions to ensure that all contractors receive fair and great compensation based on their roles and locations. Your Recruiter can share your geographic zone upon inquiry.
About Included Health
Originally posted on Himalayas
