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The Installation Consultant will oversee the group installation process across multiple functional departments, (including external vendors), and across multiple regions. Working independently with limited supervision, the Installation Consultant (IC) will monitor all installation activities for new and renewing groups, including small, mid-large, strategic/national, fully insured and self-funded groups, and will actively manage tasks, processes, time lines and calendars. The IC will resolve issues with installations or escalate to the department Manager or Benefits Administration Director. The IC is responsible for creating and distributing installation plans, calendars, reports, summaries and hand-off documentation. The IC is responsible for coordinating, scheduling and conducting face-to-face meetings, as well as conference calls, with the customer and/or broker.
Essential Functions:
- Oversee the installation process for new Small, Mid-Large, Strategic/ National Accounts, including Self-funded and Fully-insured Accounts.
- Coordinate tasks and maintain installation time lines and calendars across multiple functional areas and multiple regions, working with department Managers, Directors and National Installation Consultants.
- Ensure functional departments, including external vendors, understand and comply with established Service Level Agreements (SLA), processing and turn-around-times (TAT).
- Create installation time lines, plans, calendars, checklists and Implementation Guide and communicate to the customer.
- Coordinate, schedule and conduct client facing Installation meeting with the customer.
- Track all installation activities using Sales Connect, Active Strategy and other reportable databases, and monitor those activities to identify potential risks or known issues. Use database to report on group-specific activities or summary statistics.
- Resolve issues during the installation and renewal processes, working directly with functional departments and the National IC to ensure installations compliance with standard processes guidelines.
- Conduct end to end quality assurance output validations, including auditing Employee Applications, Benefit Summaries, benefit set-up, ID cards
- Monitor the reconciliation of application, enrollment and fulfillment processes such as ID cards, Member Handbooks, EOC and Provider Directories. Resolve or escalate inconsistencies identified.
- Identify functional or cross-functional processing inefficiencies and make recommendations for improvements.
- Coordinate Installation meetings and conference calls with internal and external Business Partners, including Sales Account Management, Eligibility Vendors, Brokers and/or Employer Groups.
- Facilitate seamless hand-off to Sales Account Management staff, supported by group-specific reporting metrics, issue review and installation processing summary.
- Assess organizational issues and recommend project approaches to address issues and achieve outcomes.
- Effectively organize own work schedule.
- Demonstrate proven track record of managing multiple complex projects simultaneously.
- Independently deliver timely and quality services and deliverables that meet client expectations.
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