Implementation Specialist

Job Title: Implementation Specialist

Position Summary:

The Implementation Specialist is responsible for deploying, configuring, and integrating software solutions for Convey Health Solutions’ clients. This role ensures successful implementation, adoption, and optimization of products by collaborating with internal teams and clients. The Implementation Specialist manages data requirements, provides production support, maintains comprehensive documentation, and helps clients optimize member engagement through our product offerings.

Essential Duties And Responsibilities:

Project Planning And Management:

• Develop detailed implementation plans, timelines, and milestones to guide deployments from start to finish.
• Coordinate with clients and internal teams to ensure all tasks and deadlines are met, ensuring smooth project delivery.

Client Needs Assessment:

• Work closely with clients to understand their specific needs and workflows.
• Tailor product implementations to align client expectations with system capabilities, including user experience of the rewards portal.

System Configuration:

• Configure software systems based on client requirements, including data mapping, user roles, system parameters, and reward structures.
• Customize client rewards and incentive programs.
• Collaborate with developers to adapt member interfaces and portals based on configuration priorities.

User Training And Go-Live Support:

• Provide comprehensive training to client teams to ensure effective use of new systems.
• Offer hands-on demonstrations and ongoing support during implementation.
• Deliver dedicated go-live support, addressing issues during the transition to new systems.

Troubleshooting And Technical Support:

• Resolve technical challenges during implementation and post-implementation phases.
• Serve as the point of contact for clients experiencing system difficulties, troubleshooting and providing solutions.

Change Management And Documentation:

• Assist with change management processes, helping clients transition to new systems.
• Maintain detailed implementation documentation, including client-specific configurations, system setups, and business rules.
• Keep internal teams informed with up-to-date technical documentation on processes, schemas, rules, and exceptions.

Collaboration And Feedback:

• Work with product and operations engineers to optimize data ingestion, system configurations, and validation checks.
• Provide client feedback to development teams to enhance product features and functionality.

Defect Management And Quality Assurance:

• Assist with defect management and root cause analysis for issues related to data ingestion, staging, and validation.
• Participate in quality assurance activities to ensure the system meets client requirements.
• Produce client-facing reports summarizing implementation progress, issues, and resolutions.
• Maintain Jira tasks to track progress on all implementation and production support activities.
• Bachelor’s degree in Data Science, Computer Science, Information Systems, or a related field.
• Minimum of 2 years of experience in technical implementation of software products.
• Experience implementing software solutions, preferably in rewards/incentives or healthcare-related products.
• Strong knowledge of system configuration and integration processes.
• Experience with user experience for consumer-facing products.
• Participate in quality assurance activities to ensure the system meets client requirements.
• Produce client-facing reports summarizing implementation progress, issues, and resolutions.
• Maintain Jira tasks to track progress on all implementation and production support activities.
• Bachelor’s degree in Data Science, Computer Science, Information Systems, or a related field.
• Minimum of 2 years of experience in technical implementation of software products.
• Experience implementing software solutions, preferably in rewards/incentives or healthcare-related products.
• Strong knowledge of system configuration and integration processes.
• Experience with user experience for consumer-facing products.

Reporting And Documentation:

Education And Experience Requirements:

• Excellent troubleshooting, problem-solving, and technical support skills.
• Ability to manage multiple projects and meet deadlines.
• Strong communication skills to collaborate with clients and internal teams.
• Experience with client training and go-live support.
• Familiarity with Jira or similar project management tools.

Preferred Qualifications:

• Experience with member activation and engagement solutions.
• Understanding of consumer-facing product user experience.
• Familiarity with change management processes in client-facing implementations.
• Experience with Agile methodologies, including Scrum participation (standups, code reviews, sprint planning).

Compensation And Benefits:

The expected base salary for this position ranges from $90,000 – $100,000 USD, with a bonus target of up to 5% of the base salary. While it is not typical to offer candidates at or near the top of the range, Convey Health Solutions considers a wide range of factors when making offer decisions, including (but not limited to) the scope and responsibilities of the position, relevant skills, training, experience, education, and, where applicable, licensure and certifications obtained. Organizational and market factors are also considered. This range is a general guideline and represents a good faith estimate of what we would reasonably expect to pay for this position. We reserve the right to modify this range in the future as organizational and market conditions dictate.

At Convey, we believe that the right benefits package can improve the quality of our employees and their family members’ lives. Therefore, we offer a competitive total rewards package, which includes:

• Health and welfare benefits
• 401(k) savings plan with employer matching
• Paid time off (PTO) and paid holidays
• Life, AD&D, and disability insurances
• Additional benefits such as pet insurance, virtual physical therapy, and employee assistance programs

Who We Are

Convey Health Solutions manages a myriad of administrative needs and makes it easier for health plans to operate while providing valuable experiences for their members. We focus on building specific technologies and services that uniquely meet the needs of government-sponsored health plans.

Our Mission

To improve health plan operations and elevate the customer experience.

Our Vision

Empowering health plans to excel through technology, service, and advisory experience.

Our Values

Integrity First – Inspired Teamwork – Compliance Matters

Equal Employment Opportunity Statement

Convey Health Solutions is an Equal Opportunity Employer committed to fostering an inclusive and diverse workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other status protected by applicable federal, state, or local law.

Convey Health Solutions also provides reasonable accommodations to qualified individuals with disabilities in accordance with applicable laws. Applicants requiring accommodation during the application or interview process should contact the Human Resources department.

Qualifications

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