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Role Description

As a Senior Implementation Specialist at The Helper Bees, you will lead the end-to-end implementation of newly sold services for our enterprise partners while serving as a subject matter expert. This role sits at the intersection of project management, technical consulting, and client partnership, requiring you to deeply understand how insurance carriers leverage our services and work cross-functionally to ensure every solution is configured correctly and launched successfully.

Beyond execution, this role calls for a genuine growth mindset. You'll bring product line expertise to the table to develop solution recommendations, influence decisions at the leadership level, and drive Continuous Quality Improvement (CQI) across the implementation lifecycle. If you thrive on complex problem-solving, cross-functional collaboration, and seeing a project through from signed contract to successful go-live, this role is built for you.

Supervisory Responsibilities

• None

Duties/Responsibilities

• Project manage the implementation of THB services for insurance carriers, requiring close coordination with all internal and external stakeholders including the Accounts, Operations, Development, Sales, and Product teams.
• Document requirements, prepare and execute against task lists, facilitate testing and training to ensure QA as needed, provide routine status updates, and take personal accountability to drive towards committed dates and deadlines.
• Work with Sales and Accounts teams to fully understand insurance carrier requirements and commitments made to the carrier.
• Kickoff and lead communication efforts with the carrier throughout the duration of the implementation.
• Submit and track internal work items through to successful completion of product build.
• Advance and evolve implementation team efficiencies, artifacts, and processes in collaboration with the Director of Implementation.
• Report implementation progress to the Director of Implementation and escalate when roadblocks are identified and in need of solution.
• Other duties as assigned/necessary.

Performance Metrics

• Customer Satisfaction: Measures the satisfaction level of customers or end-users with the implemented solutions.
• Issue Resolution Time: Evaluates how quickly the Implementation Specialist can address and resolve any issues or concerns that arise during or after implementation.
• Timeliness of Implementation: Measures how quickly the Implementation Specialist can deploy solutions or projects.
• Continuous Improvement Initiatives: Tracks the Implementation Specialist's involvement in identifying areas for improvement in implementation processes, tools, or methodologies.

Qualifications

• Ability to thrive in a fast-paced environment
• Experience with leading implementation through to go-live
• Demonstrated ability to collaborate with tech/development teams to drive successful outcomes
• Experience tracking metrics on implementation efficiency
• Familiarity with geriatric care management and/or managed care
• Experience with Long Term Care and/or Medicare Advantage insurance plans is highly desirable
• Ability to lead meetings and present in customer engagement scenarios
• Strong passion for helping others and problem-solving
• Must be 18 years of age or older

Requirements

• Experience with project management software and tracking
• Experience with SaaS platforms, API-based integrations, or enterprise insurance systems is a plus
• 2+ years experience leading product implementations or similar role
• Bachelor’s degree, PMP certification, or equivalent experience
• Experience in the healthcare industry is a plus!

Physical Requirements

• Ability to remain at your designated workstation for the duration of the workday
• Constantly operates a computer and other office productivity machinery, such as a phone and Voice over Internet Protocol (VoIP).
• The ability to communicate information and ideas so others will understand.
• The ability to observe details at close range (typically on a computer screen)

Benefits

• This position offers the flexibility of remote work at approved locations within the United States.
• Candidates must have a reliable internet connection and a designated work environment conducive to professional phone calls and sensitive data.