Implementation Manager

Description

SUMMARY

The Implementation Manager at CerpassRx plays a pivotal role in leading new client implementations from initiation through the “Go Live” process. This position requires exceptional project management skills to oversee onboarding, manage client expectations, and provide a seamless transition. The Implementation Manager will coordinate historical data analysis, facilitate client communications, and guide teams through successful implementations while delivering an outstanding client experience.

ROLES AND RESPONSIBILITIES

• Gather all relevant client information from the Sales team to ensure a well-informed implementation process.
• Organize and lead internal kickoff calls to align operational teams.
• Coordinate and facilitate client implementation kickoff meetings and weekly status updates.
• Travel on-site to meet clients during the implementation process as needed.
• Maintain and track an accurate Implementation Project Plan with detailed notes and timelines.
• Analyze and accurately translate prescription benefit structures and drug coverage selections from historical plan documents.
• Guide clients through the Benefit Design Template review and secure necessary approvals.
• Serve as the primary liaison between clients, brokers, consultants, and internal departments to ensure alignment and clarity.
• Oversee plan testing with internal teams before the Go Live phase.
• Monitor pharmacy claims processing and address any issues during launch.
• Identify and resolve operational challenges during implementation to ensure a seamless client experience.
• Exercise independent judgment, problem-solving skills, and professional communication when handling client needs.
• Adhere to HIPAA and other compliance requirements.
• Demonstrate flexibility and a willingness to learn and adapt to new processes.
• Perform additional duties or special projects as assigned.
• Proactively identify potential implementation risks and develop contingency plans to address challenges before they impact the timeline.
• Conduct training sessions for clients on pharmacy benefit management (PBM) systems, processes, and best practices.
• Continuously refine implementation processes by collecting feedback and identifying areas for improvement.
• Work closely with internal departments (Sales, IT, Clinical, and Operations) to align expectations and maintain seamless collaboration.
• Oversee the accuracy of data transfers, eligibility files, and historical claims during onboarding.
• Stay up to date with PBM regulations and ensure implementations comply with industry standards.
• Conduct post-implementation evaluations to measure success and gather insights for future improvements.
• Collaborate with IT teams to resolve system integration issues or data discrepancies during implementation.
• Train and mentor new team members on best practices in client onboarding and implementation management.
• Maintain and update process documentation, playbooks, and standard operating procedures (SOPs).

Qualifications

QUALIFICATIONS & REQUIREMENTS

The ideal candidate will have a Bachelor’s degree and 5 years of experience in client services, account management, or project management within the PBM industry. The following qualifications are required:

• Strong presentation and communication skills to engage clients and internal teams effectively.
• Proficiency in Microsoft Office Suite (Word, Excel, Outlook).
• Analytical and critical thinking skills with a detail-oriented mindset.
• A collaborative, accountable team player with a positive attitude.
• Self-motivated with the ability to work independently with minimal supervision.
• Strong organizational skills with the ability to prioritize in a fast-paced environment.
• Experience managing multiple projects simultaneously with tight deadlines.
• Background in project management tools, preferably Microsoft SharePoint and/or Microsoft Project.
• Bachelor’s degree in a relevant field.
• 5 years of experience in client services or project management within Healthcare or PBM industries.
• Familiarity with PBM platforms, claims adjudication, and benefit configurations is a strong advantage.
• Understanding of change management principles and how to guide clients through transitions smoothly.
• Proficiency with Salesforce, JIRA, or similar CRM tools is a plus.
• Ability to interpret reports and trends to make data-driven decisions that enhance client onboarding.
• Ability to manage difficult conversations and align stakeholders with different priorities.
• Experience in Lean Six Sigma or other process improvement methodologies is a plus.
• Ability to manage multiple implementations simultaneously in a dynamic industry.
• Proven ability to balance competing priorities while meeting deadlines.

PREFERRED SKILLS

• Prior experience in Implementation Management or Project Management is strongly preferred.
• Strong attention to detail with the ability to track and document progress accurately.
• Exceptional time management and follow-through skills.
• Ability to delegate effectively and work efficiently in a team environment.

LOCATION & TRAVEL

• Location: Must be based in the DFW area, near the CerpassRx office in The Colony, TX.
• Travel: Up to 40% travel may be required based on client needs.

PHYSICAL DEMANDS

• Regularly required to talk, hear, and use hands to handle or feel objects.
• Frequently required to sit for extended periods.
• Occasionally required to stand, walk, and lift objects up to 10 pounds.
• Reasonable accommodations may be made for individuals with disabilities.

WORK ENVIRONMENT

• Standard office environment with occasional on-site client visits.
• Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

Salary : $68,000 - $94,000