Implementation Lead
Company Overview:
ASR Health Benefits, based in Grand Rapids, MI, is a fast-growing third-party administrator of health plans, including medical, dental, vision, short-term disability, Section 125 plans, and consumer-directed health plans. We administer these health plans through dedicated client service teams, consisting of staff members from each department at ASR who work together to meet our clients’ needs.
Position Overview:
The Implementation Lead plays a pivotal role in the onboarding process for new client groups. This individual will be responsible for ensuring the accurate and timely integration of client plans. Leveraging strong project management and interpersonal skills, the Implementation Lead will collaborate with internal ASR teams, brokers, and clients to manage the seamless onboarding of new clients. Attention to detail and excellent communication are essential to success in this role
Work Environment: This is a remote position with the opportunity to work in-office or a combination of both, based on task requirements and business needs. On-site presence will be required for specific projects or assignments.
Position Summary:
The Implementation Lead serves as a consultative, client-facing partner throughout the onboarding process for new client groups. This role is responsible for understanding client needs, guiding clients through implementation, coordinating internal resources, facilitating decisions, and ensuring a seamless transition to ongoing account management.
The Implementation Lead is expected to build strong client relationships, proactively identify and address issues, and serve as a trusted advisor throughout the implementation process.
The Implementation Lead will collaborate with internal ASR teams, brokers, and clients to manage the seamless onboarding of new clients. Attention to detail and excellent communication are essential to success in this role.
Key Responsibilities:
Client Onboarding & Implementation: Collaborate with the Sales Team, Account Management Team, and internal teams to manage the onboarding and implementation of new clients, ensuring a smooth integration of the client’s plan. On-camera meetings
Virtual Meeting Leadership: Lead and facilitate virtual meetings, presentations, and other video-enabled business interactions with cameras enabled. Being visible, engaged, and professionally presented on camera is an essential requirement of the position. The role requires actively directing discussions, presenting information, facilitating collaboration, and engaging with colleagues, clients, and business partners throughout virtual meetings
Process Management: Oversee the entire onboarding process, proactively identifying potential issues and resolving them in a timely manner to maintain high levels of client satisfaction.
Relationship Building: Establish and maintain strong relationships with broker partners, clients, and internal ASR staff to ensure trust and a foundation for ongoing success, while ensuring clients' needs are met.
Implementation Communication: Lead client implementation meetings, ensuring all involved parties (internal teams, brokers, and clients) are aware of project timelines and deliverables.
Multifaceted Project Management: Manage multiple projects simultaneously, ensuring all deliverables are met on time and of the highest quality.
Superior Service: Provide excellent customer service, ensuring client satisfaction even during high-pressure periods or tight deadlines.
Other duties as assigned.
Preferred Skills and Qualifications:
Strong project management skills with the ability to multitask and meet deadlines.
Exceptional attention to detail and organizational skills.
Excellent verbal and written communication skills, with strong collaboration and negotiation abilities.
Professional on-camera presence with the ability to demonstrate professional appearance, attentiveness, and engagement throughout these interactions.
Problem-solving aptitude with the ability to offer practical solutions.
Strong interpersonal skills with the ability to interact with internal and external stakeholders at all levels.
Ability to work independently and self-motivate.
Ability to travel to in-person meetings when applicable.
Proficient in Microsoft Office Suite (Word, Excel, PowerPoint, Outlook), Adobe, and other common software tools.
Agreement that your likeness (e.g., name, image, voice, and/or video) may be used in internal and external materials with customers or prospective customers.
Preferred Experience:
Bachelor’s Degree in a business-related field preferred, or equivalent work experience.
A minimum of 2 years, preferably in a professional environment.
Essential Functions:
This role may require extended sitting, regular computer and office equipment use, clear communication, and occasional lifting of up to 10–15 pounds. Reasonable accommodations for individuals with disabilities will be provided as needed.
Confidentiality: This position involves access to protected health information (PHI) and other sensitive data. Employees are expected to maintain strict confidentiality in accordance with HIPAA, company privacy policies, and all applicable federal and state regulations.