Implementation Specialist

Summary of Role

The Implementation Specialist is a versatile and critical role responsible for executing the seamless onboarding of both Care Professionals (Care Pros) and Clients to the Care Platform. This dual-focus position requires a candidate who can pivot effectively between operational fieldwork and strategic care planning.

On the Care Pro side, the Specialist leads the full onboarding lifecycle, conducting efficient onboarding sessions and ensuring compliance with state and company regulations. On the Client side, the Specialist ensures high standards of care delivery by refining client information, verifying care plans, and assessing transition risks. Success in this role requires operational agility to travel for onsite Care Pro support while maintaining the analytical focus necessary to manage complex Client transitions. Focuses will change depending on the needs of the business, and volume of Care Pros/Clients we are onboarding.

Essential Duties and Responsibilities

• Lead Care Pro Onboarding & Training: Plan and lead in-person and virtual onboarding sessions for groups of 1-15 Care Pros. Oversee the end-to-end process to ensure efficiency and timeliness.
• Manage Client Transitions & Care Planning: Conduct needs assessments with Franchise teams to refine client care information. Verify that care plans meet Honor’s standards for completeness and accuracy prior to transition.
• Risk Evaluation & Resolution: Proactively identify and resolve risks across both cohorts. This includes mitigating onboarding challenges for Care Pros and assessing client schedules for potential gaps or service risks.
• Compliance & Documentation: Maintain expert knowledge of state-specific requirements. Verify necessary employment documentation (e.g., I-9s, licensure) for Care Pros and review client contracts and profiles for regulatory compliance.
• Travel to Franchise Locations (30-40%): Travel frequently to support onsite onboarding activities, attend meetings, and support franchise locations as needed. Some weekend work may be required to support Care Pro onboarding schedules.
• Stakeholder Communication: Act as a primary liaison for Franchise owners and internal teams. Lead external and internal meetings to foster clear communication and timely issue resolution for both Client and Care Pro workstreams.
• Cross-Functional & Team Support: Partner with Field Teams, Market Operations, and Hiring teams to address challenges. Provide additional capacity to other Honor teams during periods of low implementation volume.

Required Education and Experience

• Education: High school diploma or equivalent required; Bachelor’s degree or relevant experience preferred.
• Years of Experience:
• Minimum: 2+ years in onboarding, training, customer service, or compliance-related roles.
• Preferred: 3-5 years of experience in healthcare, home care, franchising, or operations.
• Certifications/Licenses: None required.

Required Skills, Knowledge, and Abilities

• Skills: Strong organizational skills to manage concurrent Care Pro sessions and Client transitions. Excellent verbal/written communication for training groups and refining care plans. Critical thinking and problem-solving.
• Knowledge: Understanding of state/federal employment compliance (Care Pro) and care delivery regulations (Client). Familiarity with virtual/in-person training methodologies and risk management.
• Abilities: Ability to operate at both strategic (Client planning) and detail levels (Care Pro documentation). Adaptability to shifting priorities and travel schedules. Ability to work independently while collaborating with cross-functional stakeholders.

Decision-Making Responsibilities

• Onboarding & Timeline Management: Decisions impacting the speed of Care Pro onboarding and the scheduling of Client go-lives.
• Risk & Compliance: Judgment calls on whether Care Pros meet employment requirements and if Client care plans are safe and complete enough for transition.
• Prioritization: Determining how to balance urgent Client transition needs with scheduled Care Pro training sessions to ensure no service disruptions.

Organizational Information

• Reports To: Implementation Senior Manager.

Additional Considerations

• Shift Differentials/Bonus: No shift differentials. Bonus eligibility based on implementation success may be considered.

Core Competencies

• Adaptability & Flexibility: The ability to pivot quickly between travel, training, and administrative analysis based on volume and business needs.
• Attention to Detail: Ensuring accuracy in both Care Pro employment files and Client medical/care documentation.
• Customer Service Orientation: Providing supportive, responsive service to Franchise owners, Clients, and Care Pros alike.
• Problem-Solving: A proactive approach to identifying risks ("Identify Problems") and implementing data-driven solutions ("Tend to Be Right").
• Integrity and Trust: Upholding confidentiality and professionalism regarding sensitive employee and client data.