Senior Implementation Consultant

Responsibilities:
Serve as the primary strategic advisor to client leadership teams, consultants, carriers, and key external partners throughout the implementation lifecycle. Lead implementation readiness assessments, shape governance models, and facilitate strategic planning sessions for complex and transformational implementations. Facilitate executive governance structures, including steering committees, executive briefings, and escalation forums. Drive decision-making and consensus among senior stakeholders in ambiguous or high-risk environments. Develop and execute comprehensive onboarding and implementation strategies aligned with client business objectives and Included Health launch goals. Lead highly complex implementation work with multiple dependencies, cross-functional workstreams, significant ambiguity, and non-standard requirements. Determine methods, procedures, and operating approaches for new or nuanced implementation project work with minimal oversight. Anticipate risks early, develop mitigation plans proactively, and oversee escalation handling for issues with project, portfolio, or strategic implications. Conduct current-state assessments and develop future-state recommendations that balance client needs, operational feasibility, and launch success. Provide expert guidance on organizational design, process optimization, implementation governance, and change management. Apply strong judgment in ambiguous situations, evaluate tradeoffs, and recommend solutions where precedent may be limited. Serve as the escalation point for strategic issues requiring executive attention or broader organizational alignment. Cultivate strong relationships with client executives, internal leaders, consultants, carriers, brokers, BPOs, vendors, and third-party partners. Influence senior internal leaders and client executives through structured recommendations, executive presence, and consultative problem-solving. Build lasting partnerships that extend beyond implementation and position clients as advocates and references for Included Health solutions. Mentor others, shape best practices, and elevate overall team performance and implementation quality. Operate with a high degree of autonomy, set direction with minimal oversight, and serve as a resource for others navigating complex implementation challenges. Exercise advanced judgment on implementation strategy, governance design, escalation handling, and organizational or process recommendations.

Required Qualifications:
7+ years of SaaS implementation experience. 5+ years leading transformational programs or highly complex implementations. Bachelor’s degree required. Demonstrated experience in healthcare and/or the employee benefits ecosystem. Proven track record working with senior stakeholders, carriers, benefits administrators, consultants, and brokers. Proven executive presence and the ability to lead complex client engagements with a high degree of autonomy. Ability to lead highly complex, high-visibility, or transformational implementations with significant ambiguity, broader organizational impact, and executive stakeholder involvement. Ability to shape governance models and implementation approaches for nuanced client environments. Ability to influence senior internal leaders, client executives, and key external partners through executive presence, strategic guidance, and consultative leadership.

Preferred Qualifications:
Master’s degree or relevant certifications such as PMP or CSM. 3+ years of consulting, advisory, or client-facing project management experience. Deep understanding of healthcare operations, claims processing, and data integration. Experience leading organizational change management initiatives. Experience mentoring peers and contributing to process improvement, operating standards, or implementation best practices.

Physical/Cognitive Requirements:
Capability to remain seated in a stationary position for prolonged periods. Eye-hand coordination and manual dexterity to operate keyboard, computer, and other office-related equipment. No heavy lifting is expected, though occasional exertion of about 20 lbs of force may be required. Capability to work with leadership, employees, and members in an appropriate manner.

About Included Health

Included Health is a new kind of healthcare company, delivering integrated virtual care and navigation. We’re on a mission to raise the standard of healthcare for everyone. We break down barriers to provide high-quality care for every person in every community — no matter where they are in their health journey or what type of care they need, from acute to chronic, behavioral to physical. We offer our members care guidance, advocacy, and access to personalized virtual and in-person care for everyday and urgent care, primary care, behavioral health, and specialty care. It’s all included. Learn more at includedhealth.com.

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Included Health is an Equal Opportunity Employer and considers applicants for employment without regard to race, color, religion, sex, orientation, national origin, age, disability, genetics or any other basis forbidden under federal, state, or local law. Included Health considers all qualified applicants with arrest or conviction records in accordance with the San Francisco Fair Chance Ordinance, the Los Angeles County Fair Chance Ordinance, and California law.