Manager, Implementation

Position Overview

What You'll Do

• Conducts daily and weekly meetings with team members to provide guidance, direction, leadership and the support necessary to ensure their ability to accomplish both business and personal development goals.

• Assists the CX Operations team in ensuring successful completion of new hire orientation and training requirements.

• Reviews and tracks team member's competency levels on all topics related to implementation and develops a plan for knowledge growth including quarterly reviews with each team member.

• Coaches, mentors and develops career path for team members to achieve high performance standards.

• Assists with the reviewing and hiring of new team members.

• Ensures successful transition of clients to Client Experience team including quarterly meetings with Director of Operations and CX Division Managers to review opportunities for future implementations.

• Effectively communicates & supports the Zelis Client Experience vision/direction to team members, speaks in a positive and professional manner with clients, colleagues and team members.

• Develops metrics (1) to measure success of each project, (2) continuous team development and (3) client satisfaction.

• Responsible for an implementation team for New Client Implementations, that operates as the main point of contact to Zelis' Clients during and a period of time after implementation.

• Manages business operations in assigned divisions to achieve company goals and evaluates division performance and recommend new strategies for performance improvements.

• Serves as a secondary resource and support to team members in all aspects of client business and relationships with Zelis (overall, and specifically Implementation).

• Acts as first point of client escalation, keeping the Director informed of activities and alerting of any issues promptly.

• Serves as a liaison with other Zelis teams to deliver implementation support.

• Represent Zelis independently virtually and in person to clients.

• Provides availability, support & knowledge to CX Operations team in the development of internal training materials and training sessions.

• Conducts client visits and trainings as needed.

• Identifies best results and barriers; provides resolutions and solutions through employee education, and coordination with client and internal resources.

• Manages implementation process to successfully move new Zelis customers to live production status quickly, efficiently, and fully ramped.

• Responsible for following escalation SOP to client's leadership when project plan is not followed by client and manages client's expectations for adjustments to project plan and go live date, as necessary.

• Collaborates with software developers, quality assurance, and production support team to provide technical direction on design, development, testing and deployment.

• Manages ramp up to achieve 100% of client's business on Zelis products.

• Ensure there is a high level of customer service and satisfaction on all team accounts.

• Encourages team members to learn client's technical system, software and current process for print communication and payment processing.

• Ensures team is working in adherence of HIPAA, Compliance & Security polices.

What You'll Bring to Zelis

• Aligning Performance for Success - Focuses and guides others in accomplishing work objectives. Creates a learning environment, identifies goals, establishes work plans, and provides coaching and timely feedback. Plans and supports the development of individuals' skills and abilities so that they can fulfill current and future goals.

• Confidentiality/Trust- Operates with integrity; demonstrates honesty and respects the need for confidentiality in position.

• Advanced Analytical Skills - Uses sound and logical judgement to identify and analyze complex, multi-dimensional problems, drive solutions and decisions. Encourages others to do the same.

• Initiative - Takes prompt action to accomplish objectives; taking action to achieve goals beyond what is required; being proactive. Responds quickly and works to support needs of team.

• Communication - Communicates accurately, honestly and effectively, both in oral and written form. Represents Company in a professional manner. Encourages collaboration and professional communication amongst team members.

• Problem Analysis & Solving - Uses sound or logical judgment to spot and analyze problems; develops alternative solutions and initiates action. Proactively identifies complex problems; identifies, proposes and implements solutions in a deadline driven environment. Strong analytical skills, ability to multi-task and deliver under pressure.

• Initiative - Highly motivated to take prompt action to accomplish objectives; strives to achieve goals beyond what is required; proactive. Responds quickly; takes action and goes above and beyond.

• Facilitating & Supporting Change - Encourages others to seek opportunities for different and innovative approaches to addressing problems and opportunities, facilitating the implementation and acceptance of change within the workplace.

• Work Standards - Sets high standards of performance for self and others; assumes responsibility and accountability for successfully completing assignments or tasks; self-imposes standards of excellence.

• Leading & Living Vision and Values - Keeping the company's vision and values at the forefront of decision-making and action.

• Planning and Organizing - Establishes courses of action for self and others to ensure that work is completed on time and accurately in a fast paced, ever-changing environment. Able to prioritize; determines needed resources, schedules accordingly, leverages resources and keeps self and others focused on achieving goals.

• BS or BA degree preferred.

• 1-3 Supervisory experience preferred or 2 years of progressive leadership and responsibility.

• 3-4 years in Healthcare Industry experience preferred.

• Previous Customer Service experience required.

• Proficiency with computer and applicable software packages, including Microsoft Office products - Outlook, Word, Excel, Internet and E-mail, JIRA.

• Advanced data skills including ability to use text editors.

• Understand and utilize web-based applications for project management and client business to business applications.

• Occasional travel required.