Manager of Customer Implementation

Job ID: J135106
Company: Highmark Inc
Location: Camp Hill, PA, United States
Full/Part Time: Full time
Job Type: Regular
Posted at: Nov 6, 2018

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Description

General Overview:

This job is accountable for the various work streams within Product and Client Installation and Benefit Administration. Implements overall strategic and tactical business and operational plans for assigned area. Accountable for operating and optimizing against financial goals and metrics as aligned with the greater strategic and tactical plans. Accountable for high quality customer satisfaction and outcomes within specific regional health plan. Develops and manages benefit coding, product identification and product template creation and maintenance for new and existing clients and projects. Responsible for proactive issue resolution, process excellence and quality control associated with Product and Client Installation and Benefit Administration. Effectively develops and deploys workforce capacity plans, and manage cross-functional teams in support of high-quality customer outcomes. Develops, maintains, and grows strong customer and vendor relationships.

Essential Job Functions:

  • Manage the overall implementation and maintenance of new and renewing products, clients, groups, and related benefits through the use of metrics, analytics, dashboards, and reporting. Provide oversight for corporate projects, strategic initiatives, benefit enhancements, and application of medical policy.
  • Manage end-to-end customer implementation operations with accountability for customer satisfaction, financial performance, proactive risk identification, issue resolution, process excellence and quality control.
  • Partner with process excellence function to ensure coding continual process improvement and standardization across all Customer Implementation functions and areas.
  • Manage operational strategic initiatives that improve operational capabilities related to Benefit Administration and Group and Product Installation.
  • Facilitate development of strategic and tactical solutions to diverse and complex business problems.
  • Coach, mentor, manage, and develop the operational unit by establishing clear goals, expectations, and strategies for performance. Implement culture of accountability, transparency, knowledge-sharing and high-quality outcomes. Promote diversity and inclusion.
  • Other duties as assigned.

Minimum Qualifications:

  • Bachelor's Degree in Business OR 6 years of professional-level experience or equivalent combination of post-secondary education and professional-level experience in health care operations, technology delivery, or healthcare analysis/consulting (preferably with Benefits Solutions systems) accepted in lieu of degree
  • 5 - 7 years' management experience
  • 5 - 7 years' process improvement experience
  • 3 - 5 years' experience managing technology
  • 3 - 5 years' experience working with operational computer systems

Preferred Qualifications:

  • Prior Consulting Related Experience

Referral Bonus: Level 2

Disclaimer: The job description has been designed to indicate the general nature and essential duties and responsibilities of work performed by employees within this job title. It may not contain a comprehensive inventory of all duties, responsibilities, and qualifications required of employees to do this job.

Compliance Requirement: This position adheres to the ethical and legal standards and behavioral expectations as set forth in the code of business conduct and company policies.

Highmark Health and its affiliates prohibit discrimination against qualified individuals based on their status as protected veterans or individuals with disabilities, and prohibit discrimination against all individuals based on their race, color, religion, sex, national origin, sexual orientation/gender identity or any other category protected by applicable federal, state or local law. Highmark Health and its affiliates take affirmative action to employ and advance in employment individuals without regard to race, color, religion, sex, national origin, sexual orientation/gender identity, protected veteran status or disability.
EEO is The Law
Equal Opportunity Employer Minorities/Women/ProtectedVeterans/Disabled/Sexual Orientation/Gender Identity (http://www1.eeoc.gov/employers/upload/eeoc_self_print_poster.pdf)
We endeavor to make this site accessible to any and all users. If you would like to contact us regarding the accessibility of our website or need assistance completing the application process, please contact number below.
For accommodation requests, please call HR Services at 844-242-HR4U or visit HR Services Online at HRServices@highmarkhealth.org

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