The Implementation Manager is responsible for leading the implementation phase for new client set-up and existing client upsells. This includes planning and coordinating both client and cross-functional operational teams to support all aspects of setup and design. This position will serve as the main point of contact and is responsible for the overall strategic design of a project. The Implementation manager will mitigate client/member risks and internal risks through comprehensive understanding of all downstream impacts of project components and partner with sales and marketing teams to facilitate operational procedures and implementation processes for new products.
1.Lead project plan development and facilitate implementation phase for new client implementations and upsell opportunities for existing clients. Act as consultative client liaison between all ESI functional areas and client contacts (including client, TPA, broker and /or consultant parties). Define project scope, develop project plan, determine necessary resources and establish project timeline.
2.Provide strategic direction and guidance to both internal operational functions and client to mitigate project risks to all parties. Able to clearly understand and communicate client intent decreasing disruption impact to beneficiaries. Identify and manage project dependencies and critical path.
3.Represent Implementation team throughout sales process including written and oral communications. Serve as implementation expert at finalist opportunities. Able to understand RFP language and demonstrate to client how their objectives will be met through the implementation phase. Able to present to executive level clientele and influence decision-making process.
4.Ensure quality and service standards are met; including client contractual deliverables related to the implementation process. Meet regularly with client to determine service requirements and expectations for overall satisfaction.
6.Conduct project post-mortems and create recommendations based on lessons learned. Identify both successful and unsuccessful project elements and establish best practices for project execution. Present to Implementation team and operational leadership at annual team meeting.
7.Work with sales and marketing to establish implementation process and operational
-Bachelors degree in related field or equivalent work experience
-5-8 years of relevant work experience in customer service, claims, pharmacy operations or a Masters degree and 3-5 years of experience
-Microsoft Office and ability to adapt to ESI proprietary systems
-Project management experience and proven ability to meet deadlines
-Strong leadership skills and the ability to effectively influence key decision-makers
-Ability to lead multiple, highly visible projects simultaneously
-Ability to adapt in a dynamic work environment, learn quickly, solve problems and make decisions with minimal supervision
-Excellent verbal and written communication/presentation skills
-Demonstrated ability to coordinate people and teams cross functionally to resolve complex issues with designated time frames;
-Willingness to work a flexible schedule to accommodate business and travel requirements
Express Scripts is an Equal Employment Opportunity employer and does not discriminate in employment opportunities or practices on the basis of race, creed, color, religion, sex, national origin, nationality, ancestry, age, disability or status as a disabled veteran or veteran of the Vietnam era, pregnancy, affectional or sexual orientation, gender identity or expression, marital status, status with regard to public assistance, veteran status, citizenship or membership in any other legally protected class.
None of the questions in this application are intended to elicit information regarding any protected characteristics, nor imply any limitation, illegal preferences or discrimination based upon non-job-related information or protected characteristics.
Applicants must be able to pass a drug test and background investigation and, depending on position requirements, a Department of Defense background investigation. AA/EOE.
Express Scripts - 22 months ago
Express Scripts is a Fortune 25 company and is the largest pharmacy benefit manager in the U.S.