Supplemental Health Implementation Manager - Remote

Role Summary

Responsible for managing and driving processes for implementation of the Supplemental Health Solutions products for new and existing clients. Directs the implementation and communication process for clients, regardless of product mix or administrative arrangement.  Manages product offerings and or changes to existing business.  

Responsibilities:

• The Implementation Manager has overall responsibility for the end-to-end management of the implementation process and key deliverables for clients. They develop and negotiate the implementation plan for sold accounts and monitor progress against timeline due dates.  Will interact directly with clients, insurance producers, sales, client management and other internal business units as needed to support communication strategies.  

• May participate in finalist presentations with the Sales Team to effectively convey strengths of our implementation process and commitment.

• Manages the gathering of critical information from sales, account management, customer and broker and surfaces, negotiates and resolves all issues relative to the implementation process and timing of deliverables utilizing VISTA to support the timeliness of deliverables.

• Reviews each new business documentation with product knowledge for accuracy in content and intent; correct and change as appropriate.

• Lead implementation meetings with client and develop and present implementation calendar to client. Responsible for coordinating and delivering implementation documents to client and obtaining client sign-off. 

• Communicates customer's expectations to business partners via Internal Strategy Meetings or individual communication.  Owns initiation of meetings and leads discussions.  Engages in clear, effective communication to establish responsibilities and internal due dates for all business partners on each implementation.  Leads ongoing meetings with client to review progress and risks and owns coordination of issue resolution.

• If necessary, collaborates with internal business partners to coordinate delivery of communications and marketing materials which support the enrollment process. 

• Responsible for case set up information and accountable for integrity and timeliness of all data elements provided to the internal client set up units including, but not limited to: case set up, billing set up, eligibility collection, data base loading and delivery and approval of plan policies and certificates. Collaborates with Contracts area to produce policies, certificates, and agreements that meet all legal requirements.                                   

• Assesses the effectiveness of the implementation process and recommends and implements improvements as necessary.

• Handles and submits all changes regarding product offerings to the matrix partners and manages these changes for accuracy and timeliness.

• Works closely with internal partners to ensure all changes are made to the client’s satisfaction. 

• Consistently manages and supports plan changes through ownership of problem solving and issue resolution.

Qualifications:

• High School Diploma or GED required, Bachelor’s Degree preferred.

• 3 years experience in project management/account management/account services/sales, or other areas requiring significant client interaction and ability to effectively problem-solve issues to resolution highly required.

• Knowledge of contract language for Supplemental Benefits; Accidental Injury, Hospital Care and Critical Illness products highly preferred. 

• Ability to establish matrix partner relationships and follow through on expectations.

• 3 years of project management experience preferred.

• Demonstrated ability to learn and apply knowledge quickly while utilizing perseverance and customer-centric approaches in day-to-day work.

• Demonstrated strength and understanding of customer expectations and "sense of urgency" resulting in the ability to influence the organization to meet and exceed customer expectations.

• Ability to manage multiple and divergent priorities and deadlines, work independently and pro-actively, negotiate and manage expectations for mutually acceptable solutions and creatively problem-solve effective customer solutions.

• Proficiency with multiple software and system-based applications, including database and spreadsheets (Webex, Word, Excel, PowerPoint, Vista).

• Strong verbal/written communication and organizational skills to effectively communicate and interact with all levels and functions within the organization.

• Demonstrated leadership and motivational skills in fast-paced environment.

• Demonstrated interpersonal skills.