Customer Implementation Manager

(Health Benefits Plan Design & Implementation)

Philadelphia, PA

Job Overview:

Homestead Smart Health Plans has an immediate opening for an organized, detail-oriented, and experienced Customer Implementation Manager to oversee the smooth onboarding of new clients. In this role you will be responsible for serving as a direct and indirect link between our clients, members, and all relevant vendors. You will coordinate with our Sales/Account Management team to efficiently and effectively manage the onboarding of customers at both the group and Third Party Administrator (TPA) level and serve as troubleshooter for questions that come up with both sets of customers.

The successful Customer Implementation Manager will oversee the gathering, analyzing, and managing of business requirements as it pertains to onboarding new clients and/or existing clients with new groups. They will partner with management to ensure proper communication, flowcharts, and workflows are shared with operating teams. They will understand the importance of follow-up and meeting strict deadlines. They will constantly seek to improve the process and work with the technical team to define business requirements for platforms that reduce redundant data entry and streamline document management.

The Customer Implementation Manager position will be based out of Homestead’s Philadelphia, PA office with some travel to the Lyndhurst, NJ office.

Specific Job Responsibilities:

• Manage the onboarding of new TPA clients regarding both technical testing and holistic partnership development

• Manage the onboarding of new groups with both in-house TPA and external TPAs, ensuring accurate and timely data exchange, customer education, vendor communication, etc.
• Support creation of, maintain, and improve the integration of workstreams to reduce redundant data entry and streamline document management
• Assist in setting up and maintaining vendor relationships, including but not limited to pharmacy benefit managers and utilization management vendor, including data exchange and pipeline communication
• Coordinate meetings to review outstanding requirements, provide updates, and identify gaps/provide solutions

• Create and maintain flowcharts, workflows, tracking logs, and ad-hoc reports as needed.
• Provide leadership and management to implementation team
• Perform other related duties and projects as assigned.?

Homestead Smart Health Plans is an Affirmative Action - Equal Opportunity Employer (Minorities / Females / Vets / Disabled). Homestead Smart Health Plans provides equal opportunities to all employees and applicants for employment without regard to sex, race, color, religion, marital status, national origin, age, genetic information, sexual orientation, gender (including gender identity/expression), disability, veteran status and military status, pregnancy or pregnancy-related medical conditions, or any other factor that may be protected by law.

We are currently operating in a hybrid work environment (3 days in the office, 2 days remote).
Experience and Skills:

Education, Licensing and Experience Required:

• Bachelor’s Degree
• At least 3+ years of experience in a health benefits administration environment
• At least 5+ years of experience in project management
• Valid driver’s license required
• At least 2+ years of supervisory experience

Knowledge, Skills, and Abilities:

• Demonstrated ability to lead cross functional teams and proven experience delivering on internal and client expectations.
• Proven ability to positively interact at all levels; has an executive presence.
• Proven ability to influence and negotiate positive outcomes and manage difficult conversations.
• Proven ability to work with ambiguous or little direction on projects; ability to operate with a high degree of flexibility.
• Exceptional project management and relationship management capacities

• Ability to work confidently with a wide range of stakeholders including executives, external vendors, internal staff, etc. to ensure efficiency
• Ability to manage multiple projects simultaneously while maintaining strict timelines
• Ability to both manage in-the-weeds and work at the higher level to identify bottlenecks and other challenges, come up with potential solutions, and institute more efficient/accurate processes
• Knowledge of health benefits plans administration processes

• Knowledge of health benefits plan design and eligibility processes
• Ability to work comfortably in a fast-paced environment
• Exceptional written and verbal communication skills
• Excellent organizational and time management skills.
• Ability to work independently and within a team
• Skilled in Microsoft Office suite

Full Benefits (Medical, Dental, Vision, 401K+4% match, FSA, PTO, Holidays)

From: Midatlantic Employers' Association