Client Implementation Specialist

About the role

Do you envision working for a company that has the expertise of a long-standing industry leader, but the spirit of an entrepreneur? Does the thought of making a real impact motivate and energize you? If so, HPI is the place for you. Join a team that values integrity, flexibility, loyalty, compassion and dedication—we can’t wait to meet you.

What we do: HPI is unique. A respected industry leader that’s been serving customers for over 40 years, we’re known for our innovation and growth. Our experience has given us our expertise, but our forward‑thinking, entrepreneurial spirit has given us our strong reputation. As a third‑party administrator, we offer a suite of health and benefit solutions to employers. By joining HPI, you’ll contribute to ideas that make a real difference for employers and employees nationwide. There isn’t a challenge we won’t accept and we’re looking for people who have a passion to take it on. Not just a job—a mission.

Summary: The Implementation Specialist will play a crucial role in facilitating the onboarding process for new clients and ensuring the seamless turnkey integration of their plans.

Responsibilities

• Lead the client onboarding process by understanding their unique needs, objectives, and expectations.
• Participate in onboarding kick off meeting with new clients to gather and document client requirements and vendors related to their self‑insurance plan(s) claims processing, eligibility criteria, and other relevant aspects.
• Develop a comprehensive implementation plan outlining key milestones, timelines, and responsibilities.
• Act as a liaison between clients, internal teams (such as account management, compliance, plan build, claims, and finance), and external vendors to facilitate effective communication and collaboration.
• Coordinate meetings, conference calls, and training sessions to ensure alignment and understanding of implementation objectives and processes.
• Prepare comprehensive documentation, including implementation guides, process workflows, and training materials, to support clients and internal stakeholders.
• Assist Client Services with training sessions for clients and end‑users on the use of self‑insurance administration systems, policies, and procedures.
• Execute implementation plans that are on time and with high customer satisfaction.
• Update and collaborate project plan details for downstream workflows to produce accurate configuration and set up ensuring any late changes are identified and addressed appropriately.
• Proactively identify potential issues or challenges in the implementation phase, escalating critical issues as needed.
• Represent Health Plans Inc. to clients and vice versa, serving as a trusted advisor and advocate, ensuring a high level of service and satisfaction.
• Provide weekly updates to client, broker/consultant, internal teams as to implementation status by tracking progress and identify and manage risks, driving initiatives to enhance client satisfaction and retention.
• Address any discrepancies or issues promptly and implement corrective actions as needed to ensure accuracy and client satisfaction.
• Complete transition to Client Services team within 60 days of implementation.
• Work with all business units to identify opportunities for evaluation, process improvements, and enhancements to streamline the implementation process and enhance overall efficiency.
• Stay informed about industry trends, regulatory changes, and best practices related to self‑insurance administration and incorporate relevant updates into our implementation processes.

Requirements

• Highly proficient in Microsoft Office, including Word, Excel, Outlook and PowerPoint.
• Implementation or project management experience within healthcare, preferably in a self‑insurance or TPA environment.
• Strong understanding of self‑insurance concepts, including claims administration, risk management, and regulatory plan compliance.
• Knowledge of relevant regulatory requirements (e.g. ERISA, HIPAA) and industry standards is desirable.
• Experience with CRM platform and project management tools.
• Self‑starter with strong relationship skills to build and develop effective collaboration.
• Experience in managing deadlines