Manager Customer Implementation (Hybrid- PA, NJ, DE)

Bring your drive for excellence, teamwork, and customer commitment to Independence. Join us as we renew and reimagine the future of health care. Together we will achieve our mission to enhance the health and well-being of the people and communities we serve.

Manager Customer Implementation

Position Summary:

Manages the team responsible for the implementation of our largest and most complex clients, including new sales and renewals. Responsibilities include the development of an effective relationship with Sales and brokers, management of the implementation team associates, reporting, issue resolution and identification of process and resource improvement opportunities. Drives cross functional improvements to the client experience when purchasing IBC and AmeriHealth products and services.

· Manages team leading the implementation process and client implementation activities to ensure accuracy and timeliness for the client experience.

· Mitigation of any issues in the implementation.

· Drives innovative development of client implementation processes.

· Provides oversight and accountability for the delivery of performance and inventory reports, process improvements, and resource coaching to improve outcomes.

· Position interfaces with all levels across the organization to obtain support.

· Develops and maintains strong working relationships with Sales, Underwriting, Client Setup, ID Cards, and all Operations teams.

· Relies on extensive experience and judgment to plan and accomplish goals. A wide degree of creativity and latitude is expected.

· Responsible for staff recruitment, selection, training, coaching, development and management.

· Liaises with divisions across the organizations to ensure support and effective execution of client implementation.

· Works directly with the Director to establish the strategic direction for the team.

· Reports quality and timeliness measures.

· Serves as escalation point and decision maker for implementation issues.

· Facilitates regularly scheduled meetings with Management team to discuss client issues, and other opportunities or concerns.

· Creates and maintains a team atmosphere and work environment to promote work productivity.

· Interfaces, influences and negotiates with all levels, internal and external for client implementation and improvement issues.

· Ensure the professional development of all staff through job assignments and training.

· Reviews/monitors performance and reporting data to determine any future challenges and opportunities.

· Overseas development and execution of strategy and execution plan for all accounts managed by Customer Implementation Team

· Develops and improves customer implementation processes

· Performs other duties as assigned

Qualifications:

· Bachelor’s Degree or equivalent work experience.

· Minimum 6 years related experience with demonstrated experience in health insurance.

· Minimum one year demonstrated experience in managing a client facing, fast-paced, deadline driven team.

· Extensive experience in the Health Care Insurance industry and health insurance regulations, business practices and trends.

· Ability to lead multiple and varied initiatives and activities simultaneously

· Strong analysis, attention to detail and problem-solving skills.

· Excellent communication (written and verbal) and interpersonal skills, to include influencing others, negotiation and presenting to customers, executive and senior management.

· Excellent project management skills.

· Strong analytical skills, problem solving, and critical thinking.

· Experience in innovative problem solving.

· Strong relationship building and leadership skills.

· Passion and energy for driving and supporting change.

· Strong skills managing people and teams and proven ability to lead cross-functional team.

· Ability to educate and influence complex, cross-functional business partners.

· Demonstrated ability to determine key business issues and risks, complete analysis and develop action plans that are multi-faceted in nature and include both process and system components.

· Ability to interact and influence all levels of associates: Senior Executive to Associate

· Ability to work well under pressure and time constraints.

· Proactive and responsive.

· Exhibits efficiency, collaboration and results orientation.

· Working knowledge of MS Office products and related databases and applications.

Hybrid  

Independence has implemented a “Hybrid” model which consists of Associates working in the office 3 days a week (Tuesday, Wednesday & Thursday) and remotely 2 days a week (Monday & Friday). This role is designated as a role that fits into the “Hybrid” model. While associates may work remotely on our designated remote days, the work must be performed in the Tri-State Area of Delaware, New Jersey, or Pennsylvania. 

IBX is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.

Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app.