Implementation Specialist

, PA, United States

Job Type

Full-time

Description

Job Summary:

The Implementation Specialist is responsible for onboarding, offboarding, software configuration, training, and troubleshooting for new clients. This role will perform pre, during, and post-implementation support, training, and development of knowledge transfer materials for customers as well as drive and maintain the implementation timeline.

Duties and Responsibilities:

Set expectations and deliver service for a portfolio of clients who are onboarding/ offboarding/making changes with their healthcare benefits.

Gather and document requirements for each client's plan design.

Develop work plans, schedule estimates, resource allocation plans and implementation priorities

Track progress, monitor, communicate project status regularly, and identify and resolve issues related to implementation

Drive factual, timely and quality implementation tracking, analysis, reporting and communication

Proactively manage plan expectations and commitments by partnering with all project stakeholders

Partner with Account Management to ensure items are tracked, documented and closed per communicated plan and client specifications

Work closely with key business partners during the lifecycle of the project.

Support and track testing activities during client engagements, including testing of system configuration and troubleshooting.

Provide feedback of implementation challenges and attempt to identify and mitigate any potential delays; escalate as needed

Maintain documentation of all client and project-related activities, requirement, and status updates.

Adhere to the project plan for onboarding /offboarding; assist clients with deliverables at each step to ensure the timeline is maintained throughout the implementation process.

Update and maintain material for client's use to assist with utilization of platform.

Provide client support during and after the implementation process.

Analyze each closed implementation to update project plan, review opportunities for improvement and provide feedback within team and for business partners.

Requirements

Required Knowledge, Skills and Abilities

Bachelor's degree preferred or equivalent experience

2+ of experience implementing software products for clients, in a healthcare environment

Experience with benefit administration platforms such as Javelina preferred

Advanced knowledge of and experience in project management and/or benefits administration highly desired.

Experience cultivating client relationships both virtually and face to face.

Experience in collaborating with leadership to ensure client satisfaction

Experience influencing internally and externally driving cross-functional collaboration and negotiating solutions.

Proven ability to manage client escalations to timely resolution resulting in increased client satisfaction and retention.

Experience with, knowledge of, and ability to apply excellent customer service practices

Willing to work through year-end holiday season as necessary to address client go-live issues and support implementations

Experience in process improvement, change management and overall operational excellence

Solid working knowledge of standard computer applications including MS Word, Excel, Outlook, and PowerPoint

Ability in using a computer which includes expert keyboard and navigation skills and learning new programs

Communicate clearly and professionally with internal and external customers

Work effectively as part of a team to achieve established outcomes. Understand other's roles and empower one another to take responsibility to be successful.

Pay close attention to detail in all aspects of the job

Make decisions using available resources and sound judgment

Maintain confidentiality and discretion

Identify and resolve problems in a timely manner, gather and analyzes information skillfully

Demonstrate accuracy and thoroughness; monitor work to ensure quality.

Prioritize and plan work activities to use time efficiently.

Adapt to changes in the work environment, manage competing demands and deal with frequent change, delays, or unexpected events.

Follows instructions, responds to direction, and solicits feedback to improve.

Act in such a way to instill trust from management, other associates, as well as customers.

Work overtime as required, including weekends

Physical Demands - The physical demands described here are representative of those necessary for an employee to successfully perform the essential functions of this job. Reasonable accommodation can be made to enable individuals with disabilities to perform the essential functions.

Constant: Talk, hear, speak, and use hands and fingers to operate a computer, telephone, keyboard/mouse; occasionally move about the office

Constant: Specific vision abilities required by this job include close vision requirements due to computer work for full shift

Occasional: Lift and/or move up to 10 pounds

Constant: Regular, predictable attendance is required

Constant: While performing the duties of this job, the employee is regularly sitting for the full shift.

Work Environment - The work environment described is representative of what must be met by an employee successfully perform the essential functions of this job.

The physical environment is indoors in a controlled climate, office setting. The noise level may be low to moderate.

The duties described are representative, but not restrictive of tasks that may be assigned or of the abilities required to do the job. The description is subject to change at any time. Other related duties may be assigned. This description does not alter the at-will status of employment.

Salary Description

$24-$31.25/hr 50-65K/year

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