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Client Onboarding Specialist
2 months ago
We are seeking a highly skilled Client Onboarding Specialist to join our team at HR Studio. As a key member of our implementation team, you will be responsible for ensuring a seamless onboarding experience for our clients.
Key Responsibilities- Client Service Management: Set clear expectations and deliver exceptional service to a portfolio of clients undergoing onboarding, offboarding, or changes to their healthcare benefits.
- Requirements Gathering: Collect and document requirements for each client's plan design, ensuring accuracy and attention to detail.
- Project Planning: Develop comprehensive work plans, schedule estimates, resource allocation plans, and implementation priorities to ensure timely completion.
- Progress Tracking: Monitor progress, communicate project status regularly, and identify and resolve issues related to implementation.
- Implementation Management: Ensure timely, factual, and quality tracking, analysis, reporting, and communication throughout the implementation process.
- Expectation Management: Proactively manage plan expectations and commitments by partnering with all project stakeholders.
- Account Management Collaboration: Work closely with Account Management to track, document, and close items according to the communicated plan and client specifications.
- Business Partner Engagement: Collaborate closely with key business partners throughout the project lifecycle.
- Testing Support: Support and monitor testing activities during client engagements, including system configuration testing and troubleshooting.
- Challenge Resolution: Provide feedback on implementation challenges, identify potential delays, and escalate issues as needed.
- Documentation Maintenance: Maintain comprehensive documentation of all client and project-related activities, requirements, and status updates.
- Adherence to Project Plans: Follow the project plan for onboarding and offboarding, assisting clients with deliverables at each step to ensure adherence to the timeline.
- Material Updates: Update and maintain materials for client use to support effective utilization of the platform.
- Client Support: Offer support to clients during and after the implementation process.
- Post-Implementation Analysis: Analyze each completed implementation to update the project plan, review opportunities for improvement, and provide feedback to the team and business partners.
- Education: Bachelor's degree or equivalent experience preferred.
- Experience: 2+ years of experience implementing software products for clients, in a healthcare environment.
- Skills: Advanced knowledge of and experience in project management and/or benefits administration highly desired.
- Availability: Willingness to work through the year-end holiday season as needed to address client go-live issues and support implementations.
- Technical Skills: Proficiency in Microsoft Office.
- Confidentiality: Ability to maintain confidentiality and exercise discretion with sensitive information.
