Manager Client Implementation - HNAS

Company :

Job Description : 

JOB SUMMARY

This role manages a team responsible for the daily operations of implementation activities, and monitors the entire portfolio of clients in the implementation process, addressing escalated issues requiring management involvement to overcome barriers. This role is responsible for scope management, change management, managing project resources and timelines. Requires the highest level of teamwork, organization, attention to detail, but above all, as the first impression to clients, demands the highest levels of professionalism, responsiveness, poise to excel in a fast paced, deadline-driven, multi-component complex environment. The incumbent focuses on continuous improvement in the platform implementation cycle for all clients.

HNAS (Health Now Administrative Services) offers flexible, cost-effective solutions for employee health benefits. HNAS is part of Highmark Health, a national blended health organization with a mission to create remarkable health experiences. Our culture is built on your growth and development, collaborating across our organization, and making a big impact for those we serve

ESSENTIAL RESPONSIBILITIES

• Perform management responsibilities including, but not limited to: involved in hiring and termination decisions, coaching and development, rewards and recognition, performance management and staff productivity.  Plan, organize, staff, direct and control the day-to-day operations of the department; develop and implement policies and programs as necessary; may have budgetary responsibility and authority.
• Work with Sales Executives and Client Service Managers to identify opportunities for improving the implementation process, sharing leading practices across regions and markets.
• Work with partners across the Organization (incl. Commercial Markets, HPO(Health Plan Operations)) to address issues affecting the implementation of specific clients, escalating issues to Commercial Markets leadership when necessary.  Ensure project is implemented with contractual obligations and regulatory requirements. Multiple client projects will be taking place each month throughout the entire year.  Participate in internal projects as needed. 
• Identify any issues in the implementation of all clients by facilitating the ongoing SCIT (Special Client Implementation Team) process, and drive accountability in the appropriate responsible partner(s) (communicating with non-Sales Operations partners when necessary).
• Collaborate with internal partners (e.g., Integrated Benefits Solutions) to develop service levels in implementing clients (e.g., length of time to implement a client), and monitor performance against service level agreements.
• Assist Implementation Consultants in the implementation of high-profile clients when necessary (e.g., attending key implementation meetings).  Analyze success of each implementation for proactive optimization recommendations, both within Sales Ops and outside.
• Monitor the performance of Client Implementation Team members, drive accountability in direct reports and provide guidance on strategies to maintain or improve performance. 
• Possess initiative for process improvement initiatives both internally and with clients. Coordinate and prioritize project tasks, manage timelines, maintain project plans and communicate status to sales executives and clients.  May need to travel to on-site client meetings.
• When requested by Sales, educate potential ASO clients on what to expect during the implementation process.  With very limited direction and oversight provide day to day and strategic leadership to a team of implementation service specialists.  Apply expert knowledge of the implementation and large project process, providing strategic direction, make decisions and solve complex problems to move the business forward while managing a cross-functional implementation team.
• Make decisions on the hiring of direct reports, including exercising the authority to terminate employment when necessary.
• Coach and mentor Client Implementation team members.
• Drive the Organization's Core Behaviors in all team interactions and activities.  Additional responsibilities include, but are not limited to: allocating resources based upon project demand, proactively leading the identification and design of implementation process improvements.  Empowered to make tactical and strategic decisions and is accountable for all activities performed by the team.
• Lead training and implementations for mid to large scare clients.  Must have excellent communication and client management skills in order to maintain positive client relations in a faced paced dynamic environment.
• Other duties as assigned.

EDUCATION

Required

• High School Diploma/GED

Substitutions

• None

Preferred

• Bachelor's Degree

EXPERIENCE

Required

• 7 - 10 years of Communications experience
• 5 - 7 years of expereince working in Cross-Functional Project Teams
• 3 - 5 years of General Office expereince
• 7 - 10 years of experince working in the Health Care Industry
• 5 - 7 years of Leadership expereince
• 5 - 7 years of Process Improvement experience
• 5 - 7 years of Project Management experience
• 5 - 7 years of experience in Sales Support

Preferred

• 1 - 3 of experience in Benefits Administration
• 3 - 5 years of experience in Quality Improvement

LICENSES AND CERTIFICATIONS

Required

• Producer's License - Accident & Health

Preferred

• None

SKILLS

• Communication Skills
• Cross-functional Team Leadership
• Health Insurance
• Management
• Microsoft Excel
• MS SharePoint
• Problem-Solving
• Process Improvement
• Project Management
• Benefits Administration
• Operations
• Product
• Sales Support and Administration

Language (Other than English)

None 

Travel Required

0%  - 25%

PHYSICAL, MENTAL DEMANDS and WORKING CONDITIONS

Position Type

Office-Based

Teaches / trains others regularly

Occasionally

Travel regularly from the office to various work sites or from site-to-site

Occasionally

Works primarily out-of-the office selling products/services (sales employees)

Never

Physical work site required 

Yes

Lifting: up to 10 pounds

Frequently

Lifting: 10 to 25 pounds

Occasionally

Lifting: 25 to 50 pounds

Rarely

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement: This position adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.

As a component of job responsibilities, employees may have access to covered information, cardholder data, or other confidential customer information that must be protected at all times. In connection with this, all employees must comply with both the Health Insurance Portability Accountability Act of 1996 (HIPAA) as described in the Notice of Privacy Practices and Privacy Policies and Procedures as well as all data security guidelines established within the Company’s Handbook of Privacy Policies and Practices and Information Security Policy. Furthermore, it is every employee’s responsibility to comply with the company’s Code of Business Conduct. This includes but is not limited to adherence to applicable federal and state laws, rules, and regulations as well as company policies and training requirements. 

Pay Range Minimum:

Pay Range Maximum:

Base pay is determined by a variety of factors including a candidate’s qualifications, experience, and expected contributions, as well as internal peer equity, market, and business considerations.  The displayed salary range does not reflect any geographic differential Highmark may apply for certain locations based upon comparative markets.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities and prohibit discrimination against all individuals based on any category protected by applicable federal, state, or local law.

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