The Implementation Specialist is accountable for providing direction and project management for new clients implementing the Enspire product app. This position is crucial since it is the first step towards client satisfaction and relationship, and spans across clients with various degrees of size and complexity. We are looking for an Implementation Specialist who will bring an understanding of employee benefit plans and vendors, and a strong ability to comprehend and execute processes for a best-in-class service to our clients.
The Implementation Specialist works closely with App Design, Digital Strategy, Creative Design, and Technology Teams to accomplish implementation tasks. Must be able to build client relationships enterprise-wise, lead effective project strategies, and ensure that client app projects are executed within timelines.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Manage client satisfaction throughout implementation
Lead client implementation meetings and strategy sessions
Coordinate with client and brokers/consultants to outline goals, expectations, and timeline of the new app
Set and maintain implementation phased goals and timeline
Coordinate with client teams and brokers/consultants to verify plan designs, member eligibility and access
Establish file layouts and frequency; coordinate with client eligibility file vendors as needed
Continuous mindset toward efficiency and process improvement, applying Enspire technology and processes to improve delivery and efficiency from both the client and internal Empyrean perspective.
Integrate employee benefits and programs into digital initiatives
Manage app designs and content, including tags
Provide design direction to promote a client branded user experience
Ensure the quality delivery of all services as per the client’s Statement of Work
Hold aligned resources accountable for behaviors that support Empyrean’s policies and procedures
Set and maintain client implementation tasks for each client in Asana
Ensure that the testing of all new files, app pages, and technology advancements are completed, and escalate issues that need resolved
Perform other duties as assigned
NONESSENTIAL DUTIES AND RESPONSIBILITIES
Must maintain HIPAA certification
REQUIRED SKILLS AND ABILITIES
Impeccable organizational skills
Strong knowledge of employee benefits, and able to interpret a client’s benefit guides and plans
Quality assurance efficiency with attention to detail
Excellent customer focus/service orientation; confidence to lead teams and client virtual meetings
Excellent written and verbal communication skills; communicate effectively with internal operational resources and executive management as well as external client executive teams.
Proactive in working and resolving conflicts among team members
Understand sense of urgency in a fast-paced and multi-tasking environment
Continuous improvement and teamwork mindset
Ability to be flexible and change with environment, industry, and business demands
People-first mindset; demonstrate clear value and support of clients and internal teams
Be helpful/supportive/collaborative
Be self-motivated and able to work remote / independent
Be flexible and maintain a work-life balance – know how to prioritize your work for maximum impact
Be dedicated to continuous learning and proactive skill acquisition