What are the responsibilities and job description for the Implementation Specialist position at Convey Health Solutions?
We are seeking a skilled and experienced Implementation Specialist to join our dynamic team. In this role, you will be pivotal in deploying, configuring, and integrating software solutions for our clients, with a particular focus on our Member Rewards and Incentives products. You will collaborate with internal teams and clients to ensure the successful implementation, adoption, and optimization of these products. This role includes managing data requirements, performing production support, and maintaining comprehensive documentation for cross-functional teams, and helping clients realize their visions of optimized member engagement through our product offerings.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Project Planning and Management:
- Develop detailed implementation plans, timelines, and milestones to guide the deployment process from start to finish.
- Coordinate with clients and internal teams to ensure all tasks and deadlines are met, ensuring smooth project delivery.
- Client Needs Assessment:
- Work closely with clients to understand their specific needs and workflows, tailoring product implementations to meet these requirements.
- Ensure alignment between client expectations and product capabilities, including user experience of the rewards portal.
- System Configuration:
- Set up software systems based on client requirements, including data mapping, user roles, system parameters, and reward structures.
- Work with clients to customize their rewards and incentive programs.
- Work with developers to adapt the member interface/portal based on configuration priorities
- User Training and Go-Live Support:
- Provide comprehensive training to client teams, ensuring they can effectively use the new system.
- Offer hands-on demonstrations and ongoing support during the implementation phase.
- Provide dedicated go-live support, addressing any issues that arise during the transition to the new system.
- Troubleshooting and Technical Support:
- Resolve technical challenges encountered during both the implementation and post-implementation phases.
- Serve as a point of contact for clients experiencing difficulties with the system, troubleshooting and providing solutions.
- Change Management and Documentation:
- Assist in the change management process, helping clients transition to new systems and communicating updates as needed.
- Maintain detailed implementation documentation, including client-specific configurations, system setups, and business rules.
- Keep internal teams informed with up-to-date technical documentation on processes, schemas, rules, and exceptions.
- Collaboration and Feedback:
- Work closely with product and operations engineers to optimize data ingestion processes, system configurations, and validation checks.
- Provide feedback from clients to development teams to help enhance product features and functionality.
- Defect Management and Quality Assurance:
- Assist with defect management and root cause analysis for issues related to data ingestion, staging, and validation.
- Participate in quality assurance activities to ensure the system meets client requirements and functions correctly.
- Reporting and Documentation:
- Produce client-facing reports summarizing implementation progress, issues, and resolutions.
- Maintain Jira tasks to track progress on all implementation and production support activities.
EDUCATION AND EXPERIENCE
- BA or BS in data science, computer science, information systems, or other related degrees.
- Minimum of 2 years’ experience in a role responsible for technical implementation tasks for software products.
- Experience in implementing software solutions, particularly in rewards and incentives or healthcare-related products.
- Strong knowledge of system configuration and integration processes.
- Experience in user experience, particularly for consumer-facing products
- Excellent troubleshooting, problem-solving, and technical support skills.
- Ability to manage multiple projects and meet deadlines.
- Strong communication skills to collaborate effectively with clients and internal teams.
- Experience with client training and go-live support.
- Familiarity with Jira or similar project management tools.
PREFERRED QUALIFICATIONS
- Experience with member activation and engagement solutions
- Understanding of an experience in user experience for consumer-facing products.
- Understanding of change management processes in client-facing implementations
- Familiarity with Agile methodologies and participation in Scrum meetings (e.g., standups, code reviews, sprint planning).
Computer Equipment and Software Requirements
This position requires the ability to work with a personal computer in a Windows environment. Must possess familiarity with office software including Word, Excel, and Outlook.
Experience using Jira and Confluence for task management and reporting preferred.
Familiar with the following AWS tools: S3 / Athena / Glue / Lambda / CloudWatch / Step Functions / DynamoDB / Quicksight / EMR Studio
Familiar with the following other software tools: Jhub / SSMS / SSIS / MySQL / Hue / Tableau
Convey Health Solutions is a specialized healthcare technology and services company that is committed to providing clients with healthcare-specific, compliant member support solutions using technology, engagement, and analytics. The Company’s administrative solutions for government-sponsored health plans help to optimize member interactions, ensure compliance, and support end-to-end Medicare processes. By combining its best-in-class, built-for-purpose technology platforms with dedicated and flexible business process solutions, Convey Health Solutions creates better business results and better healthcare consumer experiences on behalf of business customers and partners. The Company’s clients include some of the nation’s leading health insurance plans and pharmacy benefit management firms. Convey’s healthcare-focused teams help millions of Americans navigate the complex Medicare Advantage and Part D landscape.
