Implementation Solutions Manager

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