Implementation Specialist

  • Location: Tampa, Florida
  • Type: Direct Hire
  • Job #9531
Summary: 
The Implementation Specialist is responsible for on-boarding, off-boarding, software configuration, documentation, training, and troubleshooting for new clients.  This role will perform pre, during, and post-implementation support, training and development of knowledge transfer materials for customers.

 

Responsibilities:
  • Set expectations and deliver service for a portfolio of clients who are onboarding/ offboarding with the company
  • Gather and document requirements for each client’s plan design
  • Assess needs to develop an implementation schedule following internal compliance and process standards using a
  • Work closely with key business partners during the lifecycle of the project
  • Support and track testing activities during client engagements, including testing and troubleshooting
  • Provide feedback of implementation challenges and attempt to identify and mitigate any potential delays
  • Maintain documentation of all client and project-related activities, requirement and  status updates
  • Adhere to the project plan for on-boarding/off-boarding; assist clients with deliverables at each step to ensure the timeline is maintained throughout the implementation process
  • Analyze each closed implementation to update project plan, review opportunities for improvement and provide feedback within team and for business partners
 
Skills and Education
  • Bachelor’s degree or equivalent experience preferred
  • Three years of experience in a customer service environment
  • One year of experience implementing software products for clients, preferably in a healthcare environment
  • Experience with benefit administration platforms such as Javelina preferred
  • Advanced knowledge of and experience in direct customer service, project management, human resources management, and/or benefits administration highly desired.
  • Experience cultivating client relationships both virtually and face to face.
  • Experience in collaborating with leadership in a sales and service environment.
  • Proven ability to manage client escalations to timely resolution resulting in increased client satisfaction and retention.
  • Experience with, knowledge of, and ability to apply excellent customer service practices
  • Experience in process improvement, change management and overall operational excellence
  • Solid working knowledge of standard computer applications including MS Word, Excel Outlook and PowerPoint
  • Communicate clearly and professionally with internal and external customers
  • Work effectively as part of a team to achieve established outcomes.   
  • Demonstrate a collaborative interaction with peers to reach a common goal as well as be a resource to team members and internal/external customers
  • Identify and resolve problems in a timely manner, gather and analyzes information skillfully
  • Effectively teach, coach, and counsel associates by effectively communicating and providing follow-up
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