Manager Client Implementation

Please email HR_Talent_AcquisitionTeam@bcbsri.org if you are a candidate seeking a reasonable accommodation for the application and/or interview process.

About the role

Manage the daily work of the Client Implementation team to ensure adherence to quality standards, deadlines, and proper procedures. Oversee the implementation and renewal of custom accounts inclusive of specialized benefits, various enrollment files/methods and vendor files/extracts. Supervise the activities of multiple on-going implementations, daily client interaction and communication, timeline and critical task management with coordination across multiple groups and resources. Participate in strategic, operational and transformational activities and proactively assess, validate and communicate customer needs. Provide oversight and communications to and from the Client Implementation team as well as the broader organization to ensure customer satisfaction with products and services. Accountabilities also include resolution of client related issues and transparency of such issues within the organization.

Responsibilities

• Lead Client Implementation team dedicated to Large Group business with a focus on complex and self-funded clients. Provide direction and guidance to staff. Set goals, review and evaluate work, and prepare performance reviews.
• Ensure team prepares and utilizes project plans for all implementations to certify that all tasks are documented and executed in support of accurate and timely onboarding/renewals.
• Ensure team has thorough understanding of enrollment processes to support implementation of client 834 files from initiation through testing/production as well as CSV completion and processing.
• Review and understand BCBSRI/NTT contract relative to enrollment activities performed by the Client Implementation Team. Ensure activities are supported by the contract or recommend contract modifications to support the best client experience.
• Responsible for effectively communicating with all internal stakeholders, clients, consultants and third-party vendors including but not limited to regular implementation status meetings as outlined in the documented project plans.
• Maintain logs of client work to ensure equitable allocation of work and progress of projects relative to 834 files and client implementations.
• Document and maintain policies and procedures relative to the implementation and renewal of large fully insured and self-funded clients.
• Leverage internal portfolio and operational knowledge in the pre-sales phase to support clients in determining the best solution to meet their internal business objectives. This may include internal and external feasibility assessments and presentation of technical solution options to meet customer expectations.
• Provide direction and guidance to staff to promote employee development. Provide educational opportunities relative to self-funded concepts such as stop loss insurance, underwriting principles, reporting and vendor integration. Review and evaluate work and prepare performance reviews.
• Perform other duties as assigned.

Requirements

• A combination of education and related experience
• Five to seven years of experience in healthcare operations with focus on servicing self-funded clients
• Three to five years of experience in a management or supervisory capacity
• Exceptional consulting skills and customer service savviness
• Excellent written and verbal business communication and presentation skills
• Ability to interface with internal and external business customers and effectively manage meetings
• Ability to influence, negotiate, and lead regardless of title or authority, and the ability to establish trust and credibility at the highest levels within the organization
• Ability to manage multiple priorities and resources in a dynamic environment across various departments, sites, and organize complex information
• Strategic and decisive reasoning skills supported by sound business acumen and political savvy
• Knowledge of national healthcare trends, regulatory environment and business strategies
• Knowledge of self-funded insurance principles
• Knowledge of administration for commercial products, benefits and services
• Ability to effectively navigate ambiguous situations with limited direction
• Ability to execute business process improvement techniques and strategies
• Good problem solving and effective negotiation skills paired with excellent listening skills

Skills

• Previous client on-boarding experience

Benefits

• Flexible work arrangements that include remote and hybrid opportunities
• Paid time off, including additional paid time to volunteer
• Tuition reimbursement and assistance with student-loan repayment
• Health, dental, and vision insurance
• Programs that support mental health and well-being
• Competitive pay, bonuses, and investment plans
• Commitment to growing and developing employees

Pay

Pay Range $102,300.00 - $163,700.00

Schedule

Based on role, BCBSRI offers the following schedules:

• In-office: onsite 5 days per week
• Hybrid: onsite 2-4 days per week
• Remote: onsite 0-1 days per week. Permitted to reside in the following states, pending approval from the Human Resources Department: Arizona, Connecticut, Florida, Georgia, Louisiana, Massachusetts, North Carolina, Oklahoma, Rhode Island, South Carolina, Texas, Virginia