The Group Implementation Manager uses project management skills and techniques to oversee the successful onboarding of our largest, new group customers; the Manager also oversees the successful renewal of our largest, existing group customers. The Manager leads and coordinates the tasks required to implement non-standard products, benefits, networks, services, processes, and communications for both new and existing large/major commercial group accounts. The Manager collaborates with key operational areas such as Enrollment & Billing, IT&D, Claims, Member Services, Clinical Management, Vendor Management, Marketing, Web Services, and Pharmacy Services to develop new, creative and innovative solutions to business issues associated with the account’s requirements. The Manager creates and manages the project plan to ensure completion of all group renewal/enrollment activities prior to the group’s renewal/effective date.The Manager partners with Sales to ensure that the transition to Capital Blue Cross goes smoothly, creating a strong brand impression with our new or renewing group customer’s decision makers, human resource management, and employees. The Manager frequently meets with group customers, external producers, and consultants, representing the Company and providing implementation status briefings and reports. The Manager The Project Management Office may assign corporate projects to the Manager during non-peak enrollment periods as necessary.

 

• 35% - Acquires working knowledge of key account requirements; Acquires and identifies the required tasks and leads the end-to-end sales implementation process for designated groups to ensure seamless onboarding and renewals of our largest customers, executing on activities, which include but are not limited to, collaborating with key operational areas such as Enrollment & Billing, IT&D, Claims, Member Services, Clinical Management, Vendor Management, Marketing, Web Services, Pharmacy Services, and Sales to develop new, creative, and innovative solutions to business issues associated with the account’s requirements. Conduct and oversee all project plan items are needed prior to the group’s renewal/effective date. Establish and lead a cross functional team to ensure quality and timely completion of tasks, identify and create new innovative processes and solutions that are not in existence to meet the client’s needs and work with the customer to discuss issues, while providing updates and gaining approvals on custom benefits/processes. Serve as primary implementation contact for Sales Executive/Account Executive. Lead internal Group Implementation Team meetings as well as meetings, calls and visits with the external customer to gain knowledge of client needs and provide updates on status of activities. Coordinate the resolution of business issues associated with the group implementation, develop options for resolving the issues, and recommend solutions to the other departments and the account.
• 25% - Has a strong understanding of issues associated with the execution of the account’s requirements and demonstrates that knowledge and leadership in working with other areas within the company to develop creative solutions for the account. Interact with other departments on operational details surrounding account implementation needs, which includes developing innovative solutions and managing the departments to execute those solutions. Coordinate the resolution of business issues associated with the group implementation, develop options for resolving the issues, and recommend solutions to the other departments and the account.
• 20% - Develop and utilize implementation plans, timelines, and tracking tools for monitoring the status of each key account’s requirements and implementation activities. Provide clear and concise communication regarding the status of the implementation activities to internal and external customers and escalate critical issues to appropriate management.
• - Lead internal Sales Implementation Team meetings as well as meetings, calls and visits with the external customer to gain knowledge of client needs and provide updates on status of activities.
• Acquires working knowledge of key account requirements; Acquires and identifies the required tasks and leads the end-to-end sales implementation process for designated groups to ensure seamless onboarding and renewals of our largest customers, executing on activities, which include but are not limited to, collaborating with key operational areas such as Enrollment & Billing, IT&D, Claims, Member Services, Clinical Management, Vendor Management, Marketing, Web Services, Pharmacy Services, and Sales to develop new, creative, and innovative solutions to business issues associated with the account’s requirements. Conduct and oversee all project plan items are needed prior to the group’s renewal/effective date. Establish and lead a cross functional team to ensure quality and timely completion of tasks, identify and create new innovative processes and solutions that are not in existence to meet the client’s needs and work with the customer to discuss issues, while providing updates and gaining approvals on custom benefits/processes. Serve as primary implementation contact for Sales Executive/Account Executive. Lead internal Group Implementation Team meetings as well as meetings, calls and visits with the external customer to gain knowledge of client needs and provide updates on status of activities. Coordinate the resolution of business issues associated with the group implementation, develop options for resolving the issues, and recommend solutions to the other departments and the account.
• Has a strong understanding of issues associated with the execution of the account’s requirements and demonstrates that knowledge and leadership in working with other areas within the company to develop creative solutions for the account. Interact with other departments on operational details surrounding account implementation needs, which includes developing innovative solutions and managing the departments to execute those solutions. Coordinate the resolution of business issues associated with the group implementation, develop options for resolving the issues, and recommend solutions to the other departments and the account.
• Develop and utilize implementation plans, timelines, and tracking tools for monitoring the status of each key account’s requirements and implementation activities. Provide clear and concise communication regarding the status of the implementation activities to internal and external customers and escalate critical issues to appropriate management.
• Lead internal Sales Implementation Team meetings as well as meetings, calls and visits with the external customer to gain knowledge of client needs and provide updates on status of activities.

 

Skills:

• Strong interpersonal and communication skills (with proven ability to deliver reports and presentations); ability to influence colleagues to build relationships; guide and inspire team members to deliver project work on time on budget, and help to alleviate barriers, in accordance with internal guidelines and governance.
• Ability to lead discussions with vague details or little direction with the expectation to identify ideal states and conduct gap analysis.
• Must be detail-oriented yet able to navigate through risks and issues to ensure on-time renewal/enrollment.
• Strong analytical skills and in-depth product and benefit knowledge to accurately identify the solutions to customer (internal and external) needs.
• Strong written and verbal communication skills. Ability to communicate effectively both verbally and in writing with a variety of audiences (all levels of management).
• Demonstrated ability to manage multiple projects and priorities and to adapt to changing workload requirements and reporting relationships by assignment.
• Self-motivated, responsive, and assertive. Demonstrated ability to work independently and to plan/organize workload.
• Ability to participate in and successfully meet training requirements, which includes applicable licensing (i.e., PA license to sell life, accident, and health insurance).
• Possess effective tact and diplomacy skills to gain commitments from individuals in support of the project/implementation.
• Must be able to manage several large implementations concurrently.

Knowledge:

• Knowledge of CBC commercial, ancillary, and government product lines and all supporting operations sold/serviced by Capital and its associated business ventures.
• Working knowledge of departments and administrative procedures in sales, marketing, enrollment, billing, underwriting, configuration, IT, claims, customer service, clinical management, government programs, and finance processes, preferably in the health insurance industry.
• Familiarity with operational processing systems utilized throughout Capital’s business operations, such as MARIS, Salesforce, and FACETS.

Experience:

• 5 years of experience onboarding new groups and/or account implementation.
• Experience working on cross-functional teams strongly desired.
• Experience in progressive leadership roles in a corporate environment strongly preferred.
• Experience leading significant initiatives requiring change management leadership desired.
• Experience in applying project management tools and methodologies and participating in diverse work groups/teams to successfully meet established guidelines.
• Experience in leading teams desired.

Education and Certifications:

• Bachelor’s degree in Business, Marketing, or related field OR equivalent of 5 or more years of experience in project management position or in the health insurance industry. Experience leading cross-functional teams required.

Physical Demands:

While performing the duties of the job, the employee is frequently required to sit, use hands and fingers, talk, hear, and see. The employee must be able to work over 40 hours per week. The employee must occasionally lift and/or move up to 5 pounds.

We recognize that work is a part of life, not separate from it, and foster a flexible environment where your health and wellbeing are prioritized. At Capital you will work alongside a caring team of supportive colleagues and be encouraged to volunteer in your community.  We value your professional and personal growth by investing heavily in training and continuing education, so you have the tools to do your best as you develop your career. And by doing your best, you’ll help us live our mission of improving the health and well-being of our members and the communities in which they live.