Client Configuration Manager II
ASH Companies - San Diego, CA

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The primary purpose of this position is to manage the client configuration needs of new and existing large and/or complex Healthyroads clients. Client configuration functions include, but are not limited to, group and member enrollment, benefit / system set up and validation, client customizations, biometric screening and worksite education vendor facilitation, data integration, and issue resolution.

Responsibilities include:

· Manages client configuration needs and provides high level of service to large and/or complex Clients, meeting / exceeding client expectations. Ensures service, support, team work and efficiency achieves/exceeds company standards.

· Works independently and collaboratively with a multidisciplinary client team, including Sales, Program Solutions, Member Services and Product Management to ensure operational client deliverables are met in a timely manner

· Facilitates & manages complex client configuration deliverables for designated account, providing high level of proactive service. This includes informing, collaborating and coordinating with Key Process Team, internal colleagues, management and other key internal and external stakeholders.

· Identifies, understands and resolves client issues, keeping leadership abreast of issue status and escalating high level issues to ensure appropriate response and resolution. This includes establishing timelines for deliverables, when appropriate, and maintaining positive relationships while resolving issues.

· Balances internal and external expectations with the objective to support efficient, cost-effective, scalable and preferred practices. Solutions should strive to benefit the client and ASH and be endorsed by internal stakeholders.

· Accepts phone calls or returns phone calls from clients within the same business day of receipt.

· Maintains confidentiality of all member, provider, client and proprietary information.

· Works independently and collaboratively to support client configuration goals and objectives set out by Sr. Manager and to ensure results meet/exceed department practices and standards.

· Completes projects in support of HOL goals and objectives.

· Provides support and mentorship to Client Configuration Manager I’s and ACCM’s in managing small to mid-size implementations, as needed

· Provides routine, comprehensive updates to management and key stakeholders regarding client activity, relationship management, and issue resolution.

· Maintains key departmental documents and client files. Ensures timely and accurate documentation of client interactions, activities, and issues including implementation work plans, meeting minutes and action items.

· Maintains confidentiality of all member, provider, client and proprietary information.

· Performs other duties and responsibilities as assigned.

Education/Training/Experience/Licenses

· Bachelor’s degree or equivalent.

· Minimum 2 to 3 years experience in project management and/or implementation management. Experience in health care / worksite wellness preferred.

· Proven experience managing complex projects and direct management of multiple customer relationships, including experience with various programs/service and/or vendor integrations.

· Proficient in MS Office with experience in data management and / or eligibility and operating systems

Skills/Abilities:

· Outstanding verbal, phone and in person, and written communication skills (email, client presentations and internal documentation/reporting).

· Excellent listening and interpersonal communication skills; with a high level of integrity and professionalism.

· Ability to display excellent customer service to meet the needs and expectations of both internal and external customers.

· Demonstrated ability to manage multiple large and/or complex clients and effectively organize, prioritize, multi-task and manage time.

· Demonstrated accuracy and productivity in a changing environment with constant interruptions.

· Demonstrated ability to professionally consult with and manage complex clients with multiple products and locations in an efficient and effective manner.

· Demonstrated ability to analyze information, problems, issues, situations and procedures to develop effective solutions.

· Ability to exercise strict confidentiality in all matters.

· Computer skills including word processing, Excel spreadsheets, Visio and email

Mobility - Primarily sedentary, able to sit for long periods of time.

Physical Requirements – Ability to speak, see and hear other personnel and/or objects. Ability to communicate both in oral and written form. Capable of using a telephone and computer keyboard. Ability to lift up to 10 lbs. Ability to travel within the facility.

Environmental Conditions - Usual office setting.