Implementation Lead

ABOUT THE ROLE:

As the Implementation Lead, you will be responsible for leading the end-to-end process of Employer and TPA onboarding, ensuring an accurate and seamless integration.  This includes incorporating your health and welfare benefits expertise to manage project timelines, collaborate with cross-functional teams, and provide continuous support to Employers and TPAs as they implement XO Health’s solutions.   You will be the subject matter expert for the benefit set up, working closely with clients, brokers, and internal teams to ensure that all implementation milestones are met and that the client experience is optimal from day one. 

RESPONSIBILITIES:

Client Onboarding & Integration:

•  Lead the full lifecycle of the implementation process, from initial client engagement through effective date.
• Develop and track detailed implementation plans including technical requirements, benefit design and compliance, timelines, resource allocation, and deliverables.
• Responsible for accurate and complete loading of an employer or TPA installation including:  developing the Group Structure, loading employer and TPA specific benefits into appropriate systems, creating client and member benefit documentation, and ensuring accurate technical integrations (e.g. Single Sign Ons, portal integrations) 
• Ensure all client-specific requirements are understood and accurately communicated to internal teams for execution. 

Project Management: 

• Oversee the project timeline to ensure implementation is completed within agreed-upon deadlines.
• Coordinate and lead a cross-functional team including Client Success, claims, operations, underwriting, Information Technology, and Compliance 
• Track project progress and resolve any obstacles or delays that may arise during the implementation phase.
• Communicate status effectively and succinctly to senior leadership 

Client Communication: 

• Serve as the primary point of contact for clients and TPAs during the implementation process, providing updates and answering questions.
• Schedule and lead internal and external meetings to review progress, address concerns, and ensure satisfaction.
• Provide clear documentation and reporting to clients and within XO Health regarding the implementation status and any outstanding action items. 

Continuous Improvement: 

• Analyze client feedback and internal processes to identify areas for improvement in the implementation experience.
• Collaborate with leadership to refine and optimize the implementation process for future clients. 

EXPERIENCE and EDUCATION:

Required:

• Deep understanding of self-funded medical and pharmacy benefit design, ACA and CAA compliance, and regulatory requirements such as ERISA and Mental Health Parity
• Proven experience managing complex client health care implementations
• Strong project management skills with a track record of delivering projects on time and within scope.
• Knowledge of employer and TPA distribution channels, including the roles of various third parties such as brokers, consultants, and benefits administrators
• Excellent communication and relationship-building skills, with the ability to work effectively with clients, vendors, and internal teams.
• Experience with healthcare technology platforms is a plus.
• Ability to problem-solve and navigate challenging situations in a fast-paced environment.
• Strong attention to detail and organizational skills.
• Proficiency with Microsoft programs (Word, Excel, PPT, Outlook, and Teams) and CRM tools. 

Preferred: 

• 7+ years of experience in an implementation, project management, benefits consulting, or client management role within the health insurance or employee benefits industry.
• Experience with Third Party network administrators  
• A background in client-facing roles, with experience managing multiple clients simultaneously.
• Certification in project management or similar credentials is a plus. 

KEY PERSONAL AND PROFESSIONAL ATTRIBUTES:

Accountability:

• Ability to work collaboratively internally and externally
• Self-assured, self-directed, and results oriented

Critically Thinking:

• Strong analytical and abstract problem-solving skills
• Lifelong learner, ability to learn new skills as the organization needs

Change Champion:

• Commitment to the startup
• Build Relationships
• Effective communication