Position Overview
The Implementation Solutions Manager is responsible for the initial discovery for New Client Implementations, as well as Supplemental Implementations, as needed, and serves as a technical resource for Implementations.
The Implementation Solutions Manager works directly with the Implementation team and the healthcare payer client to understand their data and their needs for print fulfillment and payment processing.
Key Responsibilities
Hosts weekly meetings with Zelis Sales and Implementation Managers to review incoming New Client Implementations from the prior week and add to matrix of implementations to assign
Participates in weekly meeting hosted by Manager of Implementation, Supplementals, with CX Division Managers to review incoming supplemental implementations from the prior week
Schedules and hosts Discovery meeting with client within 1-2 weeks of Sales meeting to define / confirm scope of project and gather initials of the client’s current processes
Designs workflow diagram for client’s current processes and creates workflow diagram for client’s future state with Zelis
Independently makes decisions on how to approach / implement projects for best results
Hosts transition meeting with Implementation team assigned to the implementation to prepare for kickoff call
Participates in New Client Implementations (and Supplementals, as needed) during kickoff meetings through Requirements phase of the project
Supports implementation team on jumbo sized or strategic client implementations through duration of implementation
Creates milestone plan (project plan) that outlines target dates for phases of the implementation
Reviews and approve decks and project plans for implementations
Communicates & supports the Zelis Client Experience vision / direction to team members, speaks in a positive and professional manner with clients, colleagues, and team members.
Serves as a liaison with other Zelis teams to deliver implementation support
Provides availability, support & knowledge to CX Operations team in the development of internal training materials and training sessions
Collaborates with software developers, quality assurance, and production support team to provide technical direction on design, development, testing and deployment
Identifies barriers, provides resolutions and solutions through customer education and coordination with healthcare payer and internal Zelis resources
Qualifications
2+ years of people leadership experience
3+ years within the Healthcare Industry experience
Previous Customer Service experience
Understand and experience with web-based applications