Implementation Manager Flex
Discovery Benefits, Inc. - Fargo, ND

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The Implementation Manager is responsible to implement recently sold benefit accounts for employers, ensuring that the process is as seamless as possible. The Implementation Manager is the dedicated resource for all parties involved in the implementation process and takes ownership from start to finish.

ESSENTIAL FUNCTIONS
  • Coordinate the implementation process for the employer and consultant/broker
    • Communicate and coordinate the implementation process between departments including Sales, Account Management, Operations, Claims and Consumer Services.
    • Walk the employer and/or consultant/broker through the implementation period by communicating all processes and following up with the appropriate person/s until the process is completed.
    • Provide timelines and conference call recaps to ensure information is being recorded
  • Build and maintain positive relationships with consultants, brokers and employers as the implementation contact
    • Educate all involved on product design and operations of the accounts
    • Evaluate the employer’s satisfaction with the product offering
    • Resolve any issues brought forward during the implementation period and communicate these issues to Sales and/or the consultant or broker
    • Document all complaints and responses to the complaint.
    • Respond to all requests made by the employer and/or consultant within 24 hours
  • Communicate and educate the consultant, brokers and employer on internal processes.
    • Processing Timelines
    • Files
    • Funding Options
    • Renewal Process
    • Account Management Process
    • Software Functionality
    • Consumer and Employer Contacts
  • Compliance and Regulatory knowledge of the product offerings
    • Provide information and documentation to the employer to ensure that they are in compliance with the IRS guidelines.
    • Answer questions in regard to the plan document/ design guide.
  • Compliance under Section 125 of the Internal Revenue Code.
    • Provide information and documentation to the employer to ensure that they are in compliance with the IRS guidelines.
    • Answer questions in regards to the plan document/ summary plan description.
  • Help consultants, brokers and employers coordinate and outline their open enrollment meetings.
    • Provide necessary tools and supplies in order for the employer to successfully conduct open enrollment meetings.
    • Coordinate and send employer packets and enrollment materials.
    • Coordinate any on site requests with Sales
  • Manage the details of a plan implementation.
    • Track and coordinate implementations for employers
    • Attend and schedule conference calls to discuss the implementation period
    • Provide reporting to sales, manager and employer during open enrollment to report an increase or decrease in forecasted revenue
    • Track and follow-up to ensure implementation paperwork is completed with accuracy and is received within the appropriate timelines
    • Ensure the plan was set up correctly based on the completed paperwork
  • Work with other departments to ensure a positive customer experience
    • Create efficiencies and improving processes for employers
    • Assist with creating special processes for employer but working with other departments
    • Communicate to all appropriate team members regarding plan differences. Share knowledge
  • Ensure privacy according to HIPAA.
  • Work on special projects as assigned.
    • Assist department manager with special projects.
    • Develop and update administrative procedures as needed.
    • Review and update administrative forms as needed.
REQUIRED KNOWLEDGE, SKILLS AND ABILITIES
  • Customer service experience and benefit experience typically acquired in 1 year to two years.
  • Computer proficiency required.
  • Must have excellent customer service skills.
  • Excellent verbal and written communication skills
  • Excellent presentation skills
  • Excellent organizational skills
  • Excellent analytical skills
  • Innovative
  • Meets daily deadlines consistently
  • Must take initiative in jobs performed; seek solutions and answers to problems
  • Flexibility/ adaptability