Implementation Manager

About the Team/Role

The Implementation Specialist supports the accurate setup of employer plans and groups by collaborating with Partners and Employers throughout the onboarding process. This role ensures all plan setups and spreadsheet review within WEX Health Cloud and COBRA Point are completed accurately and on schedule, contributing to a seamless implementation experience for clients.

How you'll make an impact

• Must adhere to security policies.

• Assist with implementation of employer plans across both the WEX Health Cloud and COBRA Point platforms (e.g., HSA, HRA, FSA, Direct Bill), ensuring accurate and timely completion in alignment with SLA commitments.

• Ensure timely responsiveness to inbound calls and voicemails, maintaining professional communication throughout each shift.

• Work with internal WEX Health teams and resources as needed to facilitate setup of Employers plans.

• Communicate effectively with key stakeholders via phone and email, providing timelines, education and training.

• Provide education to employers on plan setups, processes for effective and scalable implementation, and ongoing knowledge related to the WEX Health Cloud or COBRA Point platforms.

• Review demographic, enrollment and other related files during implementation process to ensure effective uploads of employer data.

• Provide online demonstration of portals available to employers as needed/requested.

• Effectively communicate status of current implementations to both WEX Health and Partners teams.

• Meet or exceed all outlined quality standards.

• Ensure accuracy and keep all internal tools and systems up to date.

• Review incoming documents for accuracy and completeness according to established guidelines. Communicate required corrections or feedback based on document reviews.

Lead the implementation process for the employer and partner:

• Provide regular communication and discussion recaps to all project stakeholders internally and externally, leveraging strong written and oral communication.

• Identify and document employer/partner issues requiring escalation, gathering all necessary information and routing them to the appropriate parties according to defined procedures.

Be a resource for the BPO Implementation team:

• Create and maintain documentation for team processes, tools and workflows.

• Assist in training of new team members.

General Duties:

• Ensure privacy according to HIPAA.

• All other duties as assigned based on business need.

Experience you'll bring

• Bachelor's Degree in Business, Technology, or Healthcare-related field or equivalent implementation-related work experience.

• Ability to communicate effectively, both in writing and verbally, with Partners, Employers, and across internal WEX Health teams.

• Ability to work in a fast-paced professional environment.

Preferred

• Experience working with Partners, Employers, or Consumers.