Senior Implementation Specialist

Description

Join our winning team, recently honored on Forbes’ list of America’s Best Startup Employers for 2025!

The Helper Bees (THB) was created to fill an obvious need in an underserved community. Inspired by love and brought to reality through passion and determination, The Helper Bees was founded to empower older adult citizens and their families in their search for quality, affordable in-home care providers. We do this by providing older adults the ability to easily review, choose, and access affordable quality in-home helpers.

The Helper Bees mission is to help people stay home longer through data-driven services that transform both the payer and the care-recipient experience.

At THB, we define our company culture through our Core Values:

• Quickly iterate through solutions - We move at a fast pace which requires quick iterations to find a path to a repeatable solution
• Seek ways to create immediate impact - Be thoughtful and proactive in how you make an impact on your team. Actively look for ways to make a fast, positive impact.
• Bee the teammate you want to work with - We work as a team, help each other and encourage each other
• Ask questions, answer questions - You can't iterate through solutions if you don't ask the right questions which is why there is an expectation that questions should be asked. When you know the answer, being a good teammate means chiming in to get others up to speed.
• Take the time to celebrate wins - It's so easy for a team that is heads down to forget about all the great things they've accomplished. That's why we make it a priority to remind ourselves to create space to celebrate wins, big or small.
  
  

Job Summary

As a Senior Implementation Specialist at THB, you will be responsible for implementing THB services that have been newly sold to our enterprise partners and act as SME/ consultant to implementation specialists. This will incorporate understanding how insurance carriers will utilize our services and working with internal teams to ensure the services are configured properly according to the project scope. This role is a blend of project management, sales engineering, and cheerleading to ensure everything lines up for a successful launch.

Supervisory Responsibilities

None

Duties/Responsibilities

• Project manage the implementation of THB services for insurance carriers. This will require close coordination with the Implementation Manager, operations, development, sales, and product teams.
• 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.
• Report implementation progress to the Implementation Manager and escalate when roadblocks are identified and in need of solution.
• Other duties as assigned/necessary
  
  

Performance Metrics

• Customer Satisfaction: This metric measures the satisfaction level of customers or end-users with the implemented solutions. It could be gathered through surveys, feedback forms, or direct communication with clients.
• Issue Resolution Time: This metric evaluates how quickly the Implementation Specialist can address and resolve any issues or concerns that arise during or after implementation. It's essential for ensuring smooth operations and customer satisfaction.
• Timeliness of Implementation: This metric measures how quickly the Implementation Specialist can deploy solutions or projects. It could include deadlines met, time taken to complete projects, or adherence to project timelines.
• Continuous Improvement Initiatives: Tracking the Implementation Specialist's involvement in identifying areas for improvement in implementation processes, tools, or methodologies, and their contributions to implementing enhancements.
  
  

Requirements

Required Skills/Abilities:

• 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
  
  

What Makes You Stand Out

• Experience with project management software and tracking
• Experience tracking metrics on implementation efficiency
• Experience with SaaS platforms, API-based integrations, or enterprise insurance systems is a plus
  
  

Education And Experience

• 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. Must be able to exchange accurate information in these situations.
• The ability to observe details at close range (typically on a computer screen)
• 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. Enjoy the convenience and comfort of working remotely while contributing to our team's success.
  
  

The Helper Bees is committed to building a workplace where diversity, equity, and inclusion are valued and prioritized. We are an equal opportunity employer that welcomes all qualified applicants without discrimination based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or any non-merit based or legally protected grounds.

The Helper Bees provides reasonable accommodations to qualified individuals with disabilities during the job application and interview process. To request accommodation, please let your recruiter know.

As part of our standard hiring process, selected candidates may be required to undergo a background check and/or drug screen. The Helper Bees adheres to applicable federal, state, and local laws regarding these screenings, and the results will be considered in accordance with applicable regulations.

The Helper Bees was recently made aware of a fraudulent entity posing as our organization and requesting personal information. Please be aware of and protect yourself from scams. Visit thehelperbees.com/careers to view all current job openings.