Manager Client Implementation

Blue Cross & Blue Shield of Rhode Island; Providence (RI); Hybrid; USD 102,000 - 164,000; Full time

Benefits offered by this job

Previous client onboarding experience

Job summary

BCBSRI in Providence, RI is seeking a Client Implementation leader to manage daily operations for large group accounts, focusing on complex and self-funded clients. You will oversee onboarding, enrollment processes, and vendor coordination while guiding a high-performing team.

You will coordinate with internal and external stakeholders, ensure project plans are followed, and drive customer satisfaction through effective communication and policy governance.

Qualifications

• Five to seven years of experience in healthcare operations with focus on servicing self-funded clients.
• Three to five years of experience in a management or supervisory capacity.
• Exceptional consulting skills and customer service savviness.
• Excellent written and verbal business communication and presentation skills.
• Ability to interface with internal and external business customers and effectively manage meetings.
• Ability to influence, negotiate, and lead regardless of title or authority, and the ability to establish trust and credibility at the highest levels within the organization.
• Ability to manage multiple priorities and resources in a dynamic environment across various departments, sites, and organize complex information.
• Strategic and decisive reasoning skills supported by sound business acumen and political savvy.
• Knowledge of national healthcare trends, regulatory environment and business strategies.
• Knowledge of self-funded insurance principles
• Knowledge of administration for commercial products, benefits and services
• Ability to navigate ambiguous situations with limited direction
• Ability to execute business process improvement techniques and strategies
• Good problem solving and effective negotiation skills paired with excellent listening skills

Responsibilities

• Lead Client Implementation team dedicated to Large Group business with a focus on complex and self-funded clients.
• Ensure team prepares and utilizes project plans for all implementations to certify that all tasks are documented and executed in support of accurate and timely onboarding/renewals.
• Ensure team has thorough understanding of enrollment processes to support implementation of client 834 files from initiation through testing/production as well as CSV completion and processing.
• Review and understand contract relative to enrollment activities performed by the Client Implementation Team.
• Communicate with internal stakeholders, clients, consultants and third-party vendors including regular implementation status meetings.
• Maintain logs of client work to ensure equitable allocation of work and progress of projects relative to 834 files and client implementations.
• Document and maintain policies and procedures relative to the implementation and renewal of large fully insured and self-funded clients.
• Leverage internal portfolio knowledge in the pre-sales phase to support clients in determining the best solution.
• Provide direction and guidance to staff to promote employee development and review performance.
• Perform other duties as assigned.

Skills

Five to seven years of experience in​

Healthcare operations

Self-funded client experience

Management / supervisory experience

Exceptional consulting skills

Customer service savviness

Written and verbal communication

Meeting management

Influence and negotiation

Strategic reasoning

Job description

Pay Range

$102,300.00 - $163,700.00

Please email [e-mail] if you are a candidate seeking a reasonable accommodation for the application and/or interview process.

At BCBSRI, our greatest resource is our people.

We come from varying backgrounds, different cultures, and unique experiences. We are hard-working, caring, and creative individuals who collaborate, support one another, and grow together. Passion, empathy, and understanding are at the forefront of everything we do—not just for our members, but for our employees as well.

We recognize that to do your best work, you have to be your best self.

It's why we offer flexible work arrangements that include remote and hybrid opportunities and paid time off. We provide tuition reimbursement and assist with student-loan repayment. We offer health, dental, and vision insurance as well as programs that support your mental health and well-being. We pay competitively, offer bonuses and investment plans, and are committed to growing and developing our employees.

Our culture is one of belonging.

We strive to be transparent and accountable. We believe in equipping our associates with the knowledge and resources they need to be successful. No matter where you're at in the organization, you're an integral part of our team and your input, thoughts, and ideas are valued.

Join Others Who Value a Workplace For All.

We appreciate and celebrate everything that makes us unique, from personal characteristics to past experiences. Our different perspectives strengthen us as an organization and help us better serve all Rhode Islanders.

We're dedicated to serving Rhode Islanders.

Our focus extends beyond providing access to high-quality, affordable, and equitable care. To further improve the health and well-being of our fellow Rhode Islanders, we regularly roll up our sleeves and get to work (literally) in communities all across the state—building homes, working in food pantries, revitalizing community centers, and transforming outdoor spaces for children and adults. Because we believe it is our collective responsibility to uplift our fellow Rhode Islanders when and where we can, our associates receive additional paid time to volunteer.

Why This Job Matters

Manage the daily work of the Client Implementation team to ensure adherence to quality standards, deadlines, and proper procedures. Oversee the implementation and renewal of custom accounts inclusive of specialized benefits, various enrollment files/methods and vendor files/extracts. Supervise the activities of multiple on-going implementations, daily client interaction and communication, timeline and critical task management with coordination across multiple groups and resources. Participate in strategic, operational and transformational activities and proactively assess, validate and communicate customer needs. Provide oversight and communications to and from the Client Implementation team as well as the broader organization to ensure customer satisfaction with products and services. Accountabilities also include resolution of client related issues and transparency of such issues within the organization.

What You Will Do

• Lead Client Implementation team dedicated to Large Group business with a focus on complex and self-funded clients. Provide direction and guidance to staff. Set goals, review and evaluate work, and prepare performance reviews.
• Ensure team prepares and utilizes project plans for all implementations to certify that all tasks are documented and executed in support of accurate and timely onboarding/renewals.
• Ensure team has thorough understanding of enrollment processes to support implementation of client 834 files from initiation through testing/production as well as CSV completion and processing.
• Review and understand BCBSRI/NTT contract relative to enrollment activities performed by the Client Implementation Team. Ensure activities are supported by the contract or recommend contract modifications to support the best client experience.
• Responsible for effectively communicating with all internal stakeholders, clients, consultants and third-party vendors including but not limited to regular implementation status meetings as outlined in the documented project plans.
• Maintain logs of client work to ensure equitable allocation of work and progress of projects relative to 834 files and client implementations.
• Document and maintain policies and procedures relative to the implementation and renewal of large fully insured and self-funded clients.
• Leverage internal portfolio and operational knowledge in the pre-sales phase to support clients in determining the best solution to meet their internal business objectives. This may include internal and external feasibility assessments and presentation of technical solution options to meet customer expectations.
• Provide direction and guidance to staff to promote employee development. Provide educational opportunities relative to self-funded concepts such as stop loss insurance, underwriting principles, reporting and vendor integration. Review and evaluate work and prepare performance reviews.
• Perform other duties as assigned.

What You Need To Succeed

• A combination of education and related experience
• Five to seven years of experience in healthcare operations with focus on servicing self-funded clients
• Three to five years of experience in a management or supervisory capacity
• Exceptional consulting skills and customer service savviness
• Excellent written and verbal business communication and presentation skills
• Ability to interface with internal and external business customers and effectively manage meetings
• Ability to influence, negotiate, and lead regardless of title or authority, and the ability to establish trust and credibility at the highest levels within the organization.
• Ability to manage multiple priorities and resources in a dynamic environment across various departments, sites, and organize complex information
• Strategic and decisive reasoning skills supported by sound business acumen and political savvy
• Knowledge of national healthcare trends, regulatory environment and business strategies
• Knowledge of self-funded insurance principles
• Knowledge of administration for commercial products, benefits and services
• Ability to effectively navigate ambiguous situations with limited direction
• Ability to execute business process improvement techniques and strategies
• Good problem solving and effective negotiation skills paired with excellent listening skills

The Extras

• Previous client on-boarding experience

Location:

Role

BCBSRI is headquartered in downtown Providence, conveniently located near the train station and bus terminal. We actively support associate well-being and work/life balance and offer the following schedules, based on role:

• In-office: onsite 5 days per week
• Hybrid: onsite 2-4 days per week
• Remote: onsite 0-1 days per week. Permitted to reside in the following states, pending approval from the Human Resources Department: Arizona, Connecticut, Florida, Georgia, Louisiana, Massachusetts, North Carolina, Oklahoma, Rhode Island, South Carolina, Texas, Virginia

Our culture of belonging at Blue Cross & Blue Shield of Rhode Island (BCBSRI) is at the core of all we do, and it strengthens our ability to meet the challenges of today’s healthcare industry. BCBSRI is an equal opportunity employer.

The law requires an employer to post notices describing the Federal laws. Please visitwww.eeoc.gov/know-your-rights-workplace-discrimination-illegal to view the "Know Your Rights" poster.