Manager, Implementation

About the role/team:

The Manager, Implementation is responsible to oversee the the team that supports implementation aspects of the administration of COBRA, Direct Bill, Flexible Spending Accounts, Health Reimbursement Accounts, Health Savings Accounts, and Commuter Accounts and other lines of business offered by the organization.  This position will champion our onboarding methodology, continuously striving for enhancements to our methodology, knowledge, onboarding service delivery  and ensure compliance in the approach across implementation teams.  This position works closely with other teams to develop solutions for customers, processes and create efficiencies.

How you will make an impact:

• Must adhere to security policies

• Ensure all new business has a process for communication and effective implementation of client Benefits services and COBRA eligible plans

• Ensure proper staffing through updated metrics for new sales and product add-ons

• Ensure accurate answers are provided to clients/consultants/partner(s)

• Evaluates staff performance through continuous feedback via daily interactions, monthly one-on-one meetings and performance reviews.  Identifying needs of others and assisting them to achieve goals and standards

• Motivates others to reach beyond their current level of performance

• Monitors processes and procedures within the department to ensure accuracy and effectiveness

• Prioritize and delegate projects to team members

• Ensure compliance for all products including up-to-date documents and tutorials

• Ensure communication to new clients regarding important regulation changes or Discovery Benefits process changes

• Lead by example and support the company mission, vision and core values

• Lead the department in the area of growth, change and innovation

• Evaluate satisfaction levels during implementation

• Assist in escalations as needed as it relates to the client, consultant or strategic partner

• Serve as the point of contact for Strategic Partner Management Team as needed

• Organize team members to work on projects during slower times of the year

• Work with Implementation Management Team to identify trending across all teams

• Report the needs and effectiveness of the team to management

• Actively suggest training needs and methods to ensure the sharing of knowledge and consistent delivery of knowledge throughout Discovery Benefits

• Evaluate group satisfaction during the implementation process

• Provide trending issues to partners as necessary

• Travel to on site partner meetings as necessary

• Provide training to employees as necessary

• Communicate with clients and consultants/brokers who request to speak with a manager.  Educate and solve issues by first seeing to understand the customer’s point of view and then working to help them understand.  Makes decisions on how to best handle a customer complaint

• Work on special projects as assigned

• Assist leadership in  Implementation and other departments with special projects

• Continually improve departmental workflow and customer satisfaction 

• Develop and update administrative procedures as needed

• Review and update administrative forms as needed

General Duties:

• All other duties as assigned

• Maintain policy according to HIPAA

Experience you will bring:

• Prior management/leadership experience 

• Client and escalation management experience preferred 

• Experience in writing and maintaining procedures, monitoring accuracy and communicating appropriate employee feedback

• Experience working with and understanding the Federal and State COBRA regulations, administrative processes and procedures

• Experience working with and understanding the Section 125 regulations, administrative processes and procedures

Education:

• 4-year degree requirement in related field or eq