Client Implementation Manager

About Employer Direct Healthcare

Employer Direct Healthcare is focused on giving access to quality & affordable healthcare for our members. We understand and have experienced the challenges of navigating specialized healthcare and we are dedicated to making a change.

We partner with large self-funded employers to create a benefit program for specialized care. We connect with high-quality providers to give our members peace of mind when going into surgery. And we support our members by helping them navigate the tricky aspects of healthcare; whether that be selecting a doctor, scheduling appointments, or following up after a procedure has been completed to make sure our members are feeling better.

About You:

• You have a drive and AMBITION to tackle big problems. Big problems required big ideas and a team that supports new ideas.
• You CARE deeply for your customers. Your customers aren't just the individuals using your product. They are the driving factor in your motivation to make a change.
• You thrive in a TEAM ENVIRONMENT. Collaboration is key in innovation and creating change.
• A DIVERSE environment is incredibly important to you. You understand and desire to be a part of a diverse team with different experiences and perspectives & you cherish the differences in each individual that you interact with.
• You are DETAIL ORIENTED, but more so, focus on the execution of your content while balancing a fast-paced environment.
• You understand that PROGRESS is critical to making change. You take the time to celebrate the small and big wins. Understanding that each improvement to a process helps move towards a greater change.
• INTEGRITY guides you in life. Focusing on the truth versus just giving people the answers they want to hear.

If this sounds like you, we would love to connect to speak further about career opportunities at Employer Direct Healthcare.

Please apply to our role & someone from our HR Team will reach out to help you navigate our interview process.

Client Operations Manager

As Client Implementation Manager within the EDH Operations department, you will be responsible for the fulfillment of EDH Operations' client lifecycle management responsibilities (i.e. onboarding, servicing, maintenance, and offboarding) and the delivery to EDH business units in support of overseeing client and/or client vendor partner relationships. Responsibilities of the client lifecycle also include managing data transfer processes, implementing third-party integrations, and monitoring of data processing ecosystem for client and/or vendor partner relationships. This role will work as the operations counterpart to EDH's Technology team and play a pivotal role in establishing scalable solutions, work organization, quality management and governance practices.

Location: Dallas, TX - onsite full time.

A qualified candidate for this position -

• Has experience in consulting with clients, understanding their needs, and designing creative solutions amid limited internal and external resources.
• Can assess, solution and lead implementations involving complex data schemas, multi-party or multi-process integrations, and/or de novo product design.
• Is able to influence and establish procedural and technical best practices with clients, vendor partners and business teams
• Is well-versed in visioning and establishing monitoring constructs to track performance of: incoming and outgoing file exchanges, data quality and escalation/incident resolution
• Can answer ad-hoc technical and non-technical queries and solution needs
• Is comfortable with quality assurance and user acceptance testing for technical implementations, data exchanges/loads and work with owner to resolve issues identified

• Is comfortable and effective in balances urgency and performance
• Has a growth mindset, strong emotional intelligence, and reputation for delivering results
• Lead complex, high visibility enterprise and large-group client implementations; namely data integrations/exchange setup for Service Eligibility file feeds or third-party reporting deliverables, file processing, security, and digital channels
• Engage with key internal teams to identify, develop and support successful implementation plans
• Own EDH's portfolio of active integrations. Responsibilities include monitoring day-to-day operational performance, owning Change Management processes, and incident/escalation resolution and reporting.
• Develop and maintain strong relationships with EDH business units (especially with the Technology and Account Management Teams), as well as facilitate regular touchpoints to monitor technical operations
• Identify and communicate issues with up- or down-stream impacts to business operations, delivery management, and other technology teams
• Create clear visibility into ongoing new client implementations and request management and issue resolutions regarding existing client relationships with up-to-date status, dependencies, risks, and timing expectations
• Aggregate, monitor, and communicate regular operational metrics, overall health and timeline status to internal and external stakeholders
• Establish and monitor key performance metrics - regularly diving into the data to investigate trends and identify/escalate issues as needed
• Develop a detailed understanding of current technical operations related processes and supporting systems
• Work on special projects as requested
• Performs other duties as assigned

Responsibilities and Duties

• Lead complex, high visibility enterprise and large-group client implementations; namely data integrations/exchange setup for Service Eligibility file feeds or third-party reporting deliverables, file processing, security, and digital channels
• Engage with key internal teams to identify, develop and support successful implementation plans
• Own EDH's portfolio of active integrations. Responsibilities include monitoring day-to-day operational performance, owning Change Management processes, and incident/escalation resolution and reporting.
• Develop and maintain strong relationships with EDH business units (especially with the Technology and Account Management Teams), as well as facilitate regular touchpoints to monitor technical operations
• Identify and communicate issues with up- or down-stream impacts to business operations, delivery management, and other technology teams
• Create clear visibility into ongoing new client implementations and request management and issue resolutions regarding existing client relationships with up-to-date status, dependencies, risks, and timing expectations
• Aggregate, monitor, and communicate regular operational metrics, overall health and timeline status to internal and external stakeholders
• Establish and monitor key performance metrics - regularly diving into the data to investigate trends and identify/escalate issues as needed
• Develop a detailed understanding of current technical operations related processes and supporting systems
• Work on special projects as requested
• Performs other duties as assigned

Requirements

• Bachelor's degree or equivalent combination of education
• 5+ years of leading or managing technical implementations OR technical operations for a service or product OR consulting on technical solutions for client/vendor management (with exposure to Healthcare domain is a plus)
• 3+ years of leading delivery teams or programs/projects with significant cross functional interdependencies
• Experience using delivery management tools or platforms such as JIRA, RALLY or similar
• Experience with Software and Data development lifecycle
• Familiarity with MS SQL, Power BI, MS Office (especially Excel, VBA, SharePoint) preferred
• Ability to pick up technical and business concepts quickly
• Strong communication skills, both written and verbal
• Excellent organizational, time management, and project management skills
• Able to easily transition between high level strategy to day-to-day implementation
• Self-starter with proven ability to successfully kick-start new initiatives and to drive complex issues through analysis and resolution.
• Ability to maintain confidentiality

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Short & Long Term Disability
• Life Insurance
• 401k with company match
• Paid Time Off
• Paid Parental Leave