Implementation Support Specialist

The Implementation Support Specialist works directly with the members of the Implementation Team to support ongoing client implementations. The Implementation team members work with healthcare payer clients to understand their data and their needs for print fulfillment, then configures the Zelis system for successful composition and processing of the client's data processing. The Implementation Support Specialist is responsible for assisting the Implementation team by configuring Zelis systems for Zelis services, such as composition and delivery of Explanation of Benefits, Letters, Checks, and ID cards, either by paper or electronic means. The Implementation Support Specialist performs duties based on team needs, under the direction of a Manager of Implementation. He or she will also contribute to the team by assisting with identifying barriers, providing resolutions and solutions through training and collaboration with the Implementation Team and internal Zelis resources.

Key Responsibilities

• Assist Implementation Team members with configuration in DOCS® and ZPASS
• Be available for client calls to learn about the needs of the implementation and help solution for the project
• Apply technology and Zelis product knowledge to assist with addressing client needs
• Design payer communication documents or ID cards
• Perform task-based duties, under the direction of Manager of Implementation
• Perform double checks for accuracy before turning testing output back to client
• Utilize Jira for tracking tasks and keeping team members informed of progress of assigned tasks
• Configure rules in DOCS® including logos, signatures, inserts and addresses
• Maintain secure users and perform annual security audit, under the supervision of Manager of Implementation
• Collaborates with Implementation Team on internal enhancements for efficiencies and cost saving opportunities
• Provides client support as needed
• Prioritizes assigned tasks based on Go Live Date and revenue, with assistance from Manager of Implementation
• Attends trainings and workshops to learn the Implementation process
• Expectation would be to take on a small implementation after 4-6 months

Professional Experience

• Collect current information about client's print and employer groups
• Learn clients technical system, software and current process for print and electronic communications or enrollment materials
• Conduct daily interaction with client's staff to execute implementation plan
• Establish project management structure and plan to accomplish project activities
• Conduct conference calls with clients
• Apply technology and Zelis product knowledge to address client needs
• Redesign former client communications or enrollment materials using Zelis base format
• Understand the healthcare enrollment or claims process and related printing aspects
• Understand data and how it translates to produce client materials
• Keep Manager informed of activities, alerting of any issues promptly
• Provide software related custom integration and implementation support
• Customization of the explanation of benefits and checks or ID cards
• Manage multiple projects with multiple customers
• Manage ramp up to achieve 100% of customers business on Zelis
• Manage implementation process to successfully move new Zelis customers to live production status.
• Potential client visits, with some travel required
• Complete responsibilities with high ethical behavior
• Follows established HIPAA, Compliance & Security policies

Education and Experience:

• High School diploma or equivalent GED required, BS or BA degree preferred, Computer Science, Engineering, or other technical degree a plus

• 2-3 years in Healthcare Industry experience preferred
• SQL Database experience a strong plus
• Knowledge of healthcare claims communication process, as well as printing aspects of claims communications documents or enrollment materials is a plus
• Proficiency with computer and applicable software packages, including Microsoft Office products - Outlook, Word, Excel, Internet and E-mail
• Basic data skills, including ability to use text editors
• Ability to understand and utilize web based applications for project management and client business to business applications

• Previous Customer Service experience preferred

As a leading payments company in healthcare, we guide, price, explain, and pay for care on behalf of insurers and their members. We're Zelis in our pursuit to align the interests of payers, providers, and consumers to deliver a better financial experience and more affordable, transparent care for all. We partner with more than 700 payers, including the top-5 national health plans, BCBS insurers, regional health plans, TPAs and self-insured employers, over 4 million providers, and 100 million members, enabling the healthcare industry to pay for care, with care. Zelis brings adaptive technology, a deeply ingrained service culture, and a comprehensive navigation through adjudication and payment platform to manage the complete payment process.

Zelis provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

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