Implementation Consultant

Section 1: Position Summary

The Implementation Consultant is responsible for managing the overall onboarding process, client and advisor/broker expectations and meeting service timelines for newly sold health and welfare plans (both start-up and takeovers of existing plans) to ensure a smooth and efficient onboarding experience for clients.  This is a client facing role and is also responsible for quality control and assurance for plan conversions, account transition and ensuring all responsibilities and tasks are performed in accordance with best practices. Responsible for finalizing amendments and documents and provides guidance on plan design

Section 2: Job Functions, Essential Duties and Responsibilities

• Support the document and amendment process
• Manages case load effectively to meet or exceed departmental service goals specific service levels for quality and timeliness with limited supervision.
• Provides clear communication regarding the roles of each individual involved in the onboarding process. Externally provide status updates to client / brokers / additional information.
• Collaborates with team members to continuously improve implementation processes.
• Coordinates with the client and advisor to review all implementation and onboarding documents are in order to facilitate the installation of the plan.
• Communicates the details of the plan’s onboarding progress (as needed or requested) to each internal department (sales consultant, onboarding manager and consultant) through regular contact or workflow system updates as it pertains to their open onboarding cases.
• Consistently updates workflow system or status report to keep all parties informed of onboarding activities and progress.
• Provides training and assistance to clients to ensure completion of the client tasks and issue resolution.
• Ensures internal department’s completion of tasks by the scheduled due date.
• Provides input to Management on client issues and onboarding delays. Proactively escalates potential risks to appropriate leadership staff that impact either service satisfaction and/or financial liability.
• Participates, as required, in solution teams to ensure onboarding processes are defined and incorporated for new and enhanced services.
• Provide guidance to clients and advisors to fully inform and educate them on on-going administrative services
• Provide hand-off to the appropriate consultant to ensure a smooth transition for the client and advisor including identifying all open issues.
• Responsible for protecting, securing, and proper handling of all confidential data held by Ascensus to ensure against unauthorized access, improper transmission, and/or unapproved disclosure of information that could result in harm to Ascensus or our clients.
• Our I-Client service philosophy and our Core Values of People Matter, Quality First and Integrity Always® should be visible in your actions on a day to day basis showing your support of our organizational culture.
• Assist with other tasks and projects as assigned

Supervision 

• N/A

Section 3:  Experience, Skills, Knowledge Requirements

• Bachelor’s degree Business Administration or Human Resources preferred
• Proficiency in MS-Office software applications, including Excel and Word
• A minimum of 5 years of health plan industry experience
• Intermediate to advanced level knowledge of ERISA, DOL and IRS regulations and plan documents
• Excellent presentation skills, telephone etiquette and professionalism, client service skills and time management proficiency.
• Excellent written and oral communication skills.  The ability to communicate effectively (clear, concise and professionally) with all levels within the Health organization, as well as with our client base.
• Possess excellent analytical abilities, attention to detail, accuracy and problem-solving ability.
• Ability to work in a team environment to ensure common goal of providing exceptional customer service.
• Ability to react to change productively and handle other essential tasks as assigned.
• Ability to work well under pressure with multiple priorities and deadlines in a fast-paced environment.
• Ability to make dependable judgments concerning issues which, if mishandled, have the potential to create substantial financial and client relations liabilities for the company.
• Must possess strong facilitation, negotiation, and conflict resolution skills.
• Ability to escalate issues to appropriate levels within an organization.

We are proud to be an Equal Opportunity Employer