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 equivalent management work experience
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KMM
Catawiki
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