Customer Implementation Executive
Our organization is looking for dynamic individuals who love to learn, thrive on innovation, and are open to exploring new ways to achieve our goals. If this describes you, we want to speak with you. You can help us achieve our vision to lead nationally in innovating equitable whole-person health.
Independence is looking for a Customer Implementation Executive. Candidates for this role will have the experience, skills, and competencies required to Lead our Implementation Process. Responsibilities include the following:
- Develops strategy and execution plan for all accounts managed by Customer Implementation Team
- Responsible for implementation project delivery for new large customers and significant changes to current customer benefits.
- Leads customer implementations across the enterprise.
- Develops and improves customer implementation processes
- Oversees customer implementation processes for designated accounts
- Manages cross-functional teams in the end-to-end complex implementation process (matrix model)
- Serves as lead resource for Sales, Marketing, Operations and IS Management
- Serves as primary customer interface and sole point of contact for all business areas that touch customer implementation for the implementation process
- Directs dedicated functional experts (billing, customer service, claims, EDI etc…) on corrective action steps/ issue resolution to ensure end-to-end resolution of issues.
- Leads, directs, and communicates the results of the customer implementation.
2. Root Cause Analysis:
· Responsible for the identification of issues in the Implementation process and determination of root cause.
- Responsible for the identification of alternative solutions to issues that are complex and require an understanding of how the outcome will affect the customer, other stakeholders, and multiple internal areas/ departments. h
3. Communication
- Responsible for the implementation communication plan for customers and all stakeholders (internal and external)
- Communicates effectively with customers, technical systems associates, sales and marketing, and all business areas involved in the customer implementation process.
4. Risk Mitigation Planning
· Responsible for risk mitigation planning for the customer implementation process.
· Understands the issues that may be potential roadblocks to a smooth successful customer implementation and develops mitigation plans to ensure successful execution
5. Customer Implementation Point Person
· Acts as an implementation consultant to the customer and across the organization
· Maintains on-going knowledge of the organization and the customer implementation process and capabilities
· Acts as resource for understanding the implementation process
· Acts as a resource to the customer and Sales for understanding the options and capabilities available to the customer
Bachelor’s degree in business administration, Health Care Administration or related field or an equivalent combination of education and experience.
Preferred:
Master's Degree or MBA
Project Management Certification
8 or more years' experience in one or more of the following areas within the healthcare industry: account services, sales, service installation/ implementation, health plan operations such as claims, enrollment, benefits administration or group set-up
Knowledge
- Demonstrated experience managing complex project implementations
- Experience with Optum RX Claim and RX Operational activities
- Working knowledge of Self-Funding and Fully Insured Health Plans
- Understanding of healthcare insurance products and processing
- Expertise in billing and claims administration functional areas
- Ability to educate and influence complex, cross-functional business partners on Self-Funded products and services
- Ability to define, develop, document, and implement formal Policies and Procedures related to Self-Funded products and services
- Strong interpersonal skills to include persuasion and negotiation
- Demonstrated ability to influence operational management
Hybrid
Independence has implemented a “Hybrid” model which consists of Associates working in the office 3 days a week (Tuesday, Wednesday & Thursday) and remotely 2 days a week (Monday & Friday). This role is designated as a role that fits into the “Hybrid” model. While associates may work remotely on our designated remote days, the work must be performed in the Tri-State Area of Delaware, New Jersey, or Pennsylvania.
Independence Blue Cross is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.
Must have an Android or iOS device which is compatible with the free Microsoft Authenticator app.
Diversity, Equity, and Inclusion
At Independence, everyone can feel valued, supported, and comfortable to be themselves. Our commitment to equity means that all associates have a fair opportunity to achieve their full potential. We put these principles into action every day by acting with integrity and respect. We stand together to speak out against injustice and to break down barriers to support a more inclusive and equitable workplace. Celebrating and embracing the diverse thoughts and perspectives that make up our workforce means our company is more vibrant, innovative, and better able to support the people and communities we serve.
About Our Company
Serving more than 8 million people nationwide, including 2.5 million in southeastern Pennsylvania, Independence Health Group — together with its subsidiaries — is the leading health insurance organization in the Philadelphia region. Our mission to build healthier lives for you, your family, and your employees shapes our actions and decisions every day.
At Independence, we see each of our members as an individual, with unique needs and concerns. We’re dedicated to harnessing the very latest ideas and technologies to deliver access to care that meets those needs and surpasses your expectations. For more information about Independence access our website at www.ibx.com. We’re revolutionizing health care, and our focus is on you!
Equal Employment Opportunity
Independence Blue Cross is an Equal Opportunity and Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to their age, race, color, religion, sex, national origin, sexual orientation, protected veteran status, or disability.
Agency Disclaimer
All resumes submitted directly to an Independence Blue Cross employee from a vendor via email, the Internet or in any other form without a valid written search agreement in place for this position from the Independence Blue Cross Family of Companies Human Resources Department will be deemed the sole property of Independence Blue Cross and the Independence Blue Cross Family of Companies. Please note that no fee will be paid in the event the candidate is hired by Independence Blue Cross or the Independence Blue Cross Family of Companies as a result of the referral or through means other than our established process.