Ticket Management & Client Support

• 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

Cross-Functional Issue Management & Escalation

• 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

System Configuration & Technical Support

• 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

Annual Enrollment Benefits Reviews (AEBR) Support

• 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

Quality Assurance & Testing Support

• 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

Cross-Functional Collaboration & Support

• 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

Documentation & Knowledge Management

• 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

Performance Management & Continuous Improvement

• 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

Operational Excellence

• 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

• 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.