In this role, you will be all about the clients and implementations. As our amazing Implementation Analyst, you will deal directly with the clients in direct support of the Implementation Manager. Your job, similar of a project manager, is to support the overall analysis and implementation of new clients, products, and services and makes sure none of them ever has a reason to sing “I can’t get no satisfaction”. If there will be singing, we much prefer to hear them humming something along the lines of “I feel good”. You will be part of a team that is hard at work client-side to make sure stuff gets done, and done well, to ensure customer satisfaction (your end goal).
The fundamentals for the job…
Contribute to special projects in relation to new client implementations, benefits and system enhancements, providing feedback on potential complications, as well as identifying process improvement opportunities. (You’ll notice we love to improve.)
Facilitate and promote continued process improvement and total quality management within the Implementation area to ensure customer happiness
Support implementation Managers in defining project scopes and ensure the best implementation process
Develop detailed work plans, schedule estimates, resource plans, status reports, and implementation priorities
Direct and coordinate resources across multiple internal functional areas, oversee implementation, and assume responsibility for on-time delivery of solution with client
Ensure that factual, timely, and quality implementation tracking, analysis, reporting, and communication strategies are employed using established policies and procedures
Proactively manage client expectations and performance, and guarantee commitments by partnering with all internal and external project stakeholders
Have or develop an in-depth understanding of the Abarca platform. This means, at a minimum, hierarchy, drug configuration, pharmacy network, reporting, security, and benefit and formulary modules.
Serve as customer advocate, communicating improvement and feature requests to the product team for prioritization (Your collaborative and communication skills are impressive.)
Review deliverables and ensure adherence to quality standards, implementations, and team performance measurements
Support communications on implementation status across client and internal teams
Recommend and take necessary actions to direct problem analysis and solution, or escalate when needed. You’ll be responsible for making sure that the developed solutions match the client’s requirement.
Lead cross-functional quality initiatives centered on improving the implementation process and post-go support through the warranty period.
What you’re made of
The bold requirements…
Bachelor’s degree (preferred). (In lieu of a degree, equivalent relevant work experience may be considered).
You need 1 – 2 years of relevant work experience in implementations coordination, project management and client facing (internal & external).
Healthcare, Pharmaceutical or PBM industry experience is a super plus.
Excellent analytical abilities to grasp the key points from complicated details (You do not need The Queen’s Gambit level of analysis, but you get the picture.)
Strong computer proficiency and knowledge of Microsoft Office products and extensive experience using Excel. Knowledge of Microsoft Project tools and Project Server is a plus (Sometimes, Bill calls you for pointers.)
Excellent verbal and written communication skills in English (Shakespeare could learn a thing or two from you. Ok, that is an exaggeration, but you know what we mean.) Spanish is a plus!
Must be able to multi-task, work in a high-paced and deadline driven environment
That something extra we´d love to see…
Customer Service Oriented: You focus your energy on the customers, paying attention to their irks and quirks, to the point that you know exactly what they need even before they do. You can handle an emotional customer situation with more grace than a ballerina and respond to service requests with a smile.
Proactive self-starter: You’re naturally fired up and don’t wait around for people to give you instructions. You work well on your own and whatever you don’t know, you figure out. You’re probably over-prepared for the apocalypse and have enough to back up the team as well.
Detailed: You notice everything, every little thing; and you rarely forget any of it. Your attention to detail borders on photographic and your spirit animal is a hawk. If anything changes, you notice. Note-taking is a hobby.
Organization Guru: You crave organization like it was sugar and you can’t help yourself trying to organize other people’s desks. We have it on good authority that Marie Kondo actually learned a thing or two from you, and, according to some, your attention to detail makes everyone wonder if you’re related to Sherlock Holmes.
Communicator: You find it easy to put thoughts into words both written and spoken. Your superpower is understanding and simplification. You can simplify things so 3-year-olds can understand them. No wonder you ghostwrite “for dummies” books!
The above description is not intended to limit the scope of the job or to exclude other duties not mentioned. It is absolutely not a final set of specifications for the position. It’s simply meant to give readers an idea of what the role entails.
Abarca Health LLC is an equal employment opportunity employer and participates in E-Verify. All qualified applicants will receive consideration for employment and will not be discriminated against on the basis of gender, race/ethnicity, gender identity, sexual orientation, protected veteran status, disability, or other protected group status.