Implementation Specialist

On a mission to deliver affordable, delightful healthcare for all, First Stop Health provides connected, whole-person virtual care to employers 24/7 through app, website, or phone in all 50 states. We prioritize an engaging and easy-to-use experience, setting people on healthier journeys through care at multiple stages. We are proud to be recognized as one of Fast Company’s Most Innovative Companies.

About the role

The Implementation Specialist will oversee and manage a portfolio of employee benefit implementations for smaller clients (250 or fewer employees) from initiation to launch, ensuring they are delivered on time, within scope, and within budget. The ideal candidate will have excellent communication and organizational skills while learning our process quickly under the guidance of a senior team member. Success in this role requires an ability to thrive in a fast-paced and dynamic environment, with a strong commitment to delivering results. This role reports to the Vice President, Business Operations.

Responsibilities

• Manage a portfolio of employee benefit implementations for clients, from initiation to launch
• Define employee benefit scope, objectives, and deliverables in collaboration with internal and external stakeholders
• Utilize software to manage and monitor comprehensive project plans, timelines, and track progress against milestones
• Identify launch risks and issues, working closely with a senior team member to proactively implement strategies to ensure a successful launch
• Communicate implementation status, updates, and key milestones to stakeholders, providing regular reporting and presentations as needed
• Provide ongoing support for active clients regarding member eligibility files, benefits documentation, and other production-related requests
• Document all client interactions, issues, and resolutions for continuous improvement and knowledge sharing
• Provide feedback to product and operations teams to help refine service delivery and client satisfaction

Requirements

• Minimum of 3 years of experience in a client services role and/or implementation role
• Excellent written and verbal communication skills for clear and effective interactions with clients, stakeholders, and internal teams
• Strong ability to build relationships, collaborate cross-functionally, and maintain professionalism in all client interactions
• Ability to systematically investigate, troubleshoot, and resolve technical and service-related issues
• Resourcefulness in navigating ambiguous or complex situations to find optimal solutions, with a keen attention to detail
• Capability to manage multiple tasks or tickets simultaneously, prioritize work based on urgency and impact, and efficiently meet deadlines
• Comfortable working in fast-paced or dynamic environments, often adapting to tasks beyond defined responsibilities as needed

Benefits

• Comprehensive health and medical coverage options, including dental and vision coverage
• Disability and life coverage
• Monthly medical waiver allowance for those who waive medical coverage
• Remote-first work environment
• Flexible paid time off, including Summer Fridays
• Employer-matched 401k plan
• Monthly phone stipend
• First Stop Health membership benefit providing virtual care solutions (Urgent Care, Mental Health, and Primary Care) from day one