The Implementation Specialist is accountable for providing direction and project management for new clients implementing the Enspire product app. This position is crucial since it is the first step towards client satisfaction and relationship, and spans across clients with various degrees of size and complexity. We are looking for an Implementation Specialist who will bring an understanding of employee benefit plans and vendors, and a strong ability to comprehend and execute processes for a best-in-class service to our clients.
The Implementation Specialist works closely with App Design, Digital Strategy, Creative Design, and Technology Teams to accomplish implementation tasks. Must be able to build client relationships enterprise-wise, lead effective project strategies, and ensure that client app projects are executed within timelines.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Manage client satisfaction throughout implementation
- Lead client implementation meetings and strategy sessions
- Coordinate with client and brokers/consultants to outline goals, expectations, and timeline of the new app
- Set and maintain implementation phased goals and timeline
- Coordinate with client teams and brokers/consultants to verify plan designs, member eligibility and access
- Establish file layouts and frequency; coordinate with client eligibility file vendors as needed
- Continuous mindset toward efficiency and process improvement, applying Enspire technology and processes to improve delivery and efficiency from both the client and internal Empyrean perspective.
- Integrate employee benefits and programs into digital initiatives
- Manage app designs and content, including tags
- Provide design direction to promote a client branded user experience
- Ensure the quality delivery of all services as per the client’s Statement of Work
- Hold aligned resources accountable for behaviors that support Empyrean’s policies and procedures
- Set and maintain client implementation tasks for each client in Asana
- Ensure that the testing of all new files, app pages, and technology advancements are completed, and escalate issues that need resolved
- Perform other duties as assigned
NONESSENTIAL DUTIES AND RESPONSIBILITIES
- Must maintain HIPAA certification
REQUIRED SKILLS AND ABILITIES
- Impeccable organizational skills
- Strong knowledge of employee benefits, and able to interpret a client’s benefit guides and plans
- Quality assurance efficiency with attention to detail
- Excellent customer focus/service orientation; confidence to lead teams and client virtual meetings
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Excellent written and verbal communication skills; communicate effectively with internal operational resources and executive management as well as external client executive teams.
- Proactive in working and resolving conflicts among team members
- Understand sense of urgency in a fast-paced and multi-tasking environment
- Continuous improvement and teamwork mindset
- Ability to be flexible and change with environment, industry, and business demands
- People-first mindset; demonstrate clear value and support of clients and internal teams
- Be helpful/supportive/collaborative
- Be self-motivated and able to work remote / independent
- Be flexible and maintain a work-life balance – know how to prioritize your work for maximum impact
- Be dedicated to continuous learning and proactive skill acquisition
- Problem-solving mindset
KNOWLEDGE, EXPERIENCE AND/OR EDUCATION REQUIREMENTS
- Bachelor’s degree preferred but not required
- In lieu of bachelor’s degree, equivalent years of experience in human resources, benefits administration, or a related field
- Strong understanding of health and welfare benefits
- Proven ability to manage detailed processes in order to realize the overall objective
- Confident in working with and providing guidance for executive level HR teams
- Apple software and MS Office suite skills
- Knowledge of project management tools, preferably Asana
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Any equivalent combination of education, experience, and training that provides the required knowledge, skills, and abilities will be considered
OTHER REQUIREMENTS
- Ability to travel on as needed basis (up to 10%)
- Must be available outside of core business hours on as needed basis
Disclaimer: Managers have the right to assign or redesign the responsibilities of the above mentioned job description without notice and at any time
Equal Opportunity Employer: including disability and vets
