Apply on Employer Site

Aflac · 18 hours ago

Implementation Manager

FL, US

Full-time

Hybrid

Mid, Senior Level

$70K/yr - $90K/yr

5+ years exp

Aflac is a Fortune 500 company known for its voluntary insurance products that pay cash directly to policyholders. The Implementation Manager will be responsible for executing enrollment strategies, serving as the single point of contact for clients during the implementation process, and ensuring superior customer service throughout the lifecycle of client accounts.

FinanceFinancial ServicesHealth CareInsurance

Responsibilities

Executes enrollment strategy for Aflac accounts to drive premium and increase customer satisfaction; ensures requirements for initial account set-up and re-enrollment activities are met for assigned clients with business units; responsible for small to medium cases and less complex enrollments for dental, vision, and voluntary benefits lines of coverage

Serves as the implementation single point of contact for new and existing clients adding additional products to their group plan; accountable for leading clients, brokers, and sales partners through the implementation process and facilitating a timely and accurate implementation

Serves as a key relationship liaison with the Sales organization and Brokers to address and resolve implementation issues; develops cross-business connections and continuously strives to provide superior customer service

Works with sales partners, brokers, and clients to gather enrollment requirements such as enrollment dates, number of employees, benefit participation rules, plans to be offered, type of systems currently used, SLA’s, enrollment type, and key milestone dates

Analyzes, monitors, and executes change requests for clients throughout the implementation phase; ensures that defined service level agreements are met; uses forward thinking to make recommendations to ensure enrollment and service solutions are put in place to meet the account’s needs and expectations; maintains a database repository of enrollment/service efforts and results

Analyzes and completes reports as needed related to account activity; conducts proactive account audits to identify trends and document process improvements for open enrollment and ongoing administrative services

Partners with the integration team to coordinate the implementation of technology with internal and external customers to facilitate data exchange; establishes, consults, and implements appropriate technology for initial billing set-up and initial premium changes

Partners with internal business units to address any client question or issue, whether relating to technology, account enrollment, claims, etc., are responded to and resolved in a consistent and timely fashion; acts as a liaison requiring expertise at an intermediate technical and administrative level; handles complicated or unique service issues and ensures that the results meet the business need; escalates more complex issues to senior employee or management

Stays abreast of industry best practices through competitive intelligence and industry periodicals; drives the overall customer experience for clients serviced

Travels to clients as determined by the account service strategy and as needed to ensure the delivery of the distinctive, superior, responsive, and consistent service experience (travel is generally less than 25%)

Performs other duties as required

Qualification

Client implementationProject managementProblem solvingWindows-based softwareCustomer servicePublic speakingMulti-taskingNegotiation skillsWritten communicationVerbal communicationAttention to detailAdaptability

Required

Experience with project/timeline management with the ability to manage multiple projects at once

Knowledgeable in processes related to acquisition, implementation, service and billing of clients

Strong project management, leadership, problem solving and practice development skills

Strong personal computer skills with experience in Windows-based software

Excellent negotiation, presentation, public speaking, written & verbal communication skills

Excellent customer facing skills and a demonstrated proactive approach to problem-solving

Ability to deal with ambiguity and change

Ability to multi-task effectively, paying attention to details within tight timeframes

Continuously strives to provide superior products and customer service

Ability to work overtime during peak periods

Bachelor's Degree in a related field

Five - six years of job-related experience

Or an equivalent combination of education and experience

Preferred

Two years insurance, healthcare, and/or financial industry experience (internal and/or external)

Experience in a service-related area such as client services, sales support, coordinating activities associated with the processing of group enrollments