Overview:
Onboarding & Implementation Specialist I - Lenexa, KS - Monday - Friday 8:00AM-5:00PM
The Client Onboarding & Implementation Specialist is responsible for onboarding new and existing clients to ensure successful implementation of their population health programs and services, primarily for reseller, health plans and small direct clients.
This position is responsible planning and coordinating all aspects of program setup, building and maintaining client relationships and implementing appropriate custom set up and support models. Collaborate across EPH Teams to successfully implement client programs.

REQUIRED WORK EXPERIENCE:

• 1-3 years onboarding/implementation, customer service experience.

PREFERRED WORK EXPERIENCE:

• Familiarity, product knowledge and experience with Quest Diagnostics’ Employer offerings.
• Previous experience in client facing work environment.

PHYSICAL AND MENTAL REQUIREMENTS:

• N/A

KNOWLEDGE:

• Proficient in Microsoft Office suite, Wellness Engine, Salesforce.com, and SharePoint

SKILLS:

• Excellent interpersonal, influencing, communication, presentation, and partnership skills.
• Strong business acumen combined with demonstrated experience in customer relations and managing projects.

EDUCATION

Bachelor’s Degree(Required)

Responsibilities:

• Review documentation / client account and program information from Sales, Contracting and Account Setup Teams to ensure client business requirements and timelines are clearly captured.
• Consult with clients to gather additional information about their specific business requirements/needs and develop onboarding plans using a standard approach.
• Serve as the primary point of contact for the client during the onboarding process and manage client expectations and communications.
• Facilitate the successful transition of client program to Client Engagement and, Event Execution Teams (as applicable).
• Organize and project manage multiple customers and projects and produce required deliverable by the established deadlines with the appropriate level of detail and accuracy.
• Provide the final Quality Control (QC) checkpoint for all aspects of all Health and Wellness programs.
• Function as a technical program and product resource and manages sensitive contacts.
• Provide subject matter expertise for implementations, products, and services, and training requirements to external customers and internal stakeholders.
• Manage client relationships and partner with the sales team and Client Engagement team to present and communicate to customers technology and promote innovative and custom set up for onboarding new and existing customers.
• Troubleshoots customer issues and directs internal and external resources for speedy resolution. Identifies and escalates issues as appropriate if unable to resolve directly.
• Identify and submit recommendations for process automation on a quarterly basis.
• Achieve QMS Bronze Certification within 18-months in role.
• Participate on a minimum of one process improvement effort annually