Senior Implementation Manager, COBRA

About the Team/Role 

The Senior Implementation Manager, COBRA is responsible for the successful setup and management of program plans across lines of business for clients within key partnerships. Successful candidates will demonstrate expertise in their core line of business and become subject matter experts across the respective line of business. This role serves as the implementation leader facilitating, coordinating, and reporting on all implementation related tasks to ensure the successful onboarding of clients.

How you'll make an impact

• Must adhere to security policies

Lead the implementation process for the employer and partner:

• Design and implement project plan and workstream methodologies to successfully onboard clients, with emphasis on complex and enhanced service levels.

• Manage implementation coordination across internal departments to ensure alignment with project deliverables and milestones.

• Provide regular communication and discussion recaps to all project stakeholders internally and externally, leveraging strong written and oral communication skills.

• Analyze and document changes in scope and any associated risks in connection with project milestones.

• Ensure that all needed stakeholders are informed, clear on objectives and understand roles for client onboarding

• Continually monitor implementation deliverables and maintain and/or adjust project plan as situation requires 

• Demonstrate strong product knowledge and subject matter expertise in core lines of business prior to the opportunity of cross-training on alternate lines of business if available

• Provide education to employers on plan setups, processes for effective and scalable implementation, and ongoing knowledge related to the WEX Health Cloud COBRA Point platform.

• Consistently hit deliverables across all clients, doing so through skill that brings people along 

• Review all implementation documentation for accuracy and completeness of plan setup

• Manage and prioritize your own workload. The Senior Implementation Manager, COBRA role will also assist Implementation Managers with their projects and workloads when needed.

• Consistent demonstration of client de-escalation skills and creative solutions to find a win-win solution for client and partner needs.

Build and maintain positive relationships with employers and partners as the implementation contact:

• Complete formal training on the respective line of business

• Educate all parties involved on product design, bespoke requirements, and operations of the accounts

• Evaluate the employer’s needs and satisfaction with the product offering and services

• Serve as the voice of the customer and pursue needed changes in processes or systems through internal channels

• Resolve any issues brought forward during the implementation period and communicate these issues and solutions to appropriate parties (Partner/Sales/Etc.)

• Provide compliance and regulatory knowledge of the product offerings

Work with other departments to ensure a positive customer experience:

• Create and implement client-specific special processes to improve onboarding experience for clients

• Coordinate with Partner Service Manager and Client Manager to identify partner processes and services

• Provide support to the partner and Implementation Manager during the design guide process – attending calls, creating project plans, and attending internal and external meetings, when this is applicable.

• Coordinate implementation activities with the Implementation Manager when applicable

Be a resource for the BPO COBRA Implementation team:

• Assist with identifying training needs for the Implementation Team as a whole, then coordinate and schedule a subject matter expert to help educate the team.

• Create and maintain resources by working with the Implementation Manager and providing guidance and advisement on procedure documentation.

• Provide coaching and direction to Implementation Managers when issues, errors, or escalations arise. 

• Assist others on the team with goals and how to reach them.

• Provide guidance and ideas on what works best for day-to-day partner/client management, and aid in creating knowledge for others on the team.

General Duties:

• All other duties as assigned

• Ensure privacy according to HIPAA

Experience you'll bring 

• 4-year degree requirement or equivalent work experience

• Demonstrated success in the COBRA Implementation Manager position

• Must pass a successful background investigation

Preferred Qualifications:

• Two year-ends in the COBRA Implementation Manager role or equivalent work experience preferred

• Customer service experience and COBRA experience typically acquired in 2+ years

• Proven history of presentation skills, organizational skills and ability to manage variable increases in daily activity volumes

• Large client experience preferred

• Project Management experience preferred