Implementation Specialist

Position Overview

The Implementation Specialist plays a crucial role in supporting the Implementation Team in delivering effective solutions for healthcare payer clients. This position involves collaborating closely with team members to understand client data and requirements for print fulfillment. The specialist is responsible for configuring the Zelis system to ensure the successful composition and processing of various services, including the delivery of Explanation of Benefits, letters, checks, and ID cards, through both paper and electronic channels.

Key responsibilities include assisting in system configuration, identifying and resolving barriers to product implementation, and contributing to team efforts under the guidance of the Manager of Implementation. The ideal candidate will possess an understanding of the customer implementation process, strong problem-solving skills and a commitment to enhancing client satisfaction through effective training and support initiatives.

What You’ll Do

• Provide software-related custom integration and product implementation support with the goal of successfully moving new Zelis customers to live production status.

• Apply technology and Zelis product knowledge to address client needs.

• Learn about the client's technical system, software and current process for print and electronic communications or enrollment materials.

• Communicate regularly with clients which may include requirements gathering, providing regular status updates and facilitating conference calls.

• Develop and manage the implementation project plan utilized to track and accomplish project activities.

• Gather client requirements by collecting current information about client’s print and employer groups.

• Redesign former client communications or enrollment materials using Zelis base format.

• Keep the Manager informed of activities, alerting of any issues promptly.

• Customization of the explanation of benefits and checks or ID cards using Zelis standard processes.

• Manage multiple client implementations at a time by utilizing time management skills and task prioritization.

• Manage ramp up to achieve 100% of customers business on Zelis.

• Potential client visits, with some travel required.

• Complete responsibilities with high ethical behavior.

• Follows established HIPAA, Compliance & Security policies.

• Client/Customer Focus – Makes customers and their needs a primary focus of one’s actions; develops and sustains productive customer relationships. Seeks to understand and educate customers; builds collaborative relationships and takes action to meet their needs and concerns.

• Communication – Communicates accurately, honestly and effectively, both in oral and written form, practices active listening. Clearly conveys information and ideas through a variety of media to individuals and groups in a manner that engages the audience and helps them understand the information.

• Team Success – Actively participates as a member of a team to move the team toward the completion of goals.

• Problem Analysis & Solving – Uses sound or logical judgment to spot and analyze problems; develops alternative solutions and initiate's action. Proactively identifies complex problems; identifies, proposes and implements solutions in a deadline driven environment.

• Strategic – Organizes information and data to identify/explain trends, problems, and causes; combines information to identify underlying issues. Identifies the key tasks and resources needed to achieve objectives.

• Initiative – Highly motivated to take prompt action to accomplish objectives; strives to achieve goals beyond what is required; proactive. Respond quickly; takes action and goes above and beyond.

• Planning and Organizing – Establishes courses of action for self and others to ensure that work is completed efficiently. Able to prioritize, determine tasks, create schedules, leverage resources and stays focused.

• Living the Vision and Values – Keeps the company’s vision and values at the forefront of decision-making and action.

What You’ll Bring to Zelis

• BS or BA degree preferred, Computer Science, Engineering, or other technical degree a plus.

• 2-3 years in healthcare industry experience.

• 5+ years customer service experience with 2-3 years leading projects.

• Knowledge of healthcare claims communication process, as well as printing aspects of claims communications documents or enrollment materials is a plus.

• Knowledge of data normalization and integrity with the ability to troubleshoot data transformation workflows.

• Experience working on implementation timelines and managing client rollouts.

• Ability to communicate technical details to non-technical stakeholders and to translate between client business requirements and technical execution.

• Strong documentation habits (e.g., mapping documents, implementation guides).

• Strong cross-functional communication skills to work with product managers, dev teams, and client IT staff.

• Familiarity with Jira, Confluence, Salesforce, Smartsheet, or similar tools.

• Proficiency with computer and applicable software packages, including Microsoft Office products - Outlook, Word, Excel, etc.

• Understanding X12 (especially 837/835), custom flat and XML file formats.

• Familiarity with APIs, batch file transfers (SFTP), and integration platforms.

• Ability to map client data formats to internal system schemas.

• SQL Database experience is a plus.