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Implementation Manager

Primary Location: Farnborough, HANTS
Additional Locations: HANTS-Farnborough
About Aetna
Aetna are a leading diversified health care benefits company, serving an estimated 44 million people. We offer industry-leading information, tools and resources to help people achieve their best possible health. A Fortune 4 company, Aetna is the third largest health care benefits company in the United States.
Aetna’s global business, Aetna International, is one of the world’s largest and most prominent providers, with more than 650,000 members worldwide and a direct settlement network of over 125,000 hospitals and clinics.
Aetna is about more than just doing a job. This is our opportunity to re-shape healthcare across the globe. We are a company built on excellence. We have a culture that values growth, achievement and diversity and a workplace where your voice can be heard.
As well as some excellent benefits and a fantastic working environment, we will give you the space to grow and provide you with opportunities to learn new skills to keep you developing personally and professionally.
Join us and help turn health ambitions into achievements.
About the role
Customer Service is the important first-line of contact with customers, setting the tone for how members, doctors and plan sponsor groups view our company. It provides members with the right information at the right time to help them make better decisions about their health and health care.
As the Implementation Manager, you will be responsible for overseeing and coordinating benefit plan implementation for new and existing customers. You will be responsible for providing a focused service from pre-sale consultation through to initial post-sale client administration fostering strong, long-term partnerships with customers and our consulting community.
Responsible for directing all aspects of customer benefit plan implementation. Partners with all key internal and external stakeholders (i.e., sales/service staff, consultants, plan sponsors, and other internal business units) to proactively identify and address critical implementation issues ensuring customer expectations are consistently satisfied or exceeded.
Your typical day will include:
Directing all aspects of customer benefit plan implementation
Partnering with all key internal and external stakeholders (i.e sales/service staff, consultants, plan sponsors etc)
Proactively identifying and addressing critical implementation issues ensuring customer expectations are consistently satisfied or exceeded.
Mediating and coordinating resolution of all project deliverables and implementation related issues.
Managing the implementation team dynamics and providing direction/coaching to fellow team members ensuring success of the overall implementation process
Evaluating the impact of customer-requested exceptions and developing reasonable alternatives to satisfy client’s needs while minimising impact on Aetna systems and operations
Identifying, communicating and tracking cost sensitive items not included as part of the standard process and highlighting them for consideration in the determination of rate adjustments or renewal activity, and to minimise expense gaps.
Collaborating on review, analysis and development of recommendations for the design of complex account and benefit structures based on customers’ objectives and Aetna’s systems, administration and reporting requirements.
What you’ll need
Leadership/project or account management skills
Previous experience within a healthcare/insurance setting preferred
Negotiation and conflict resolution skills
Excellent interpersonal skills and confident dealing with a range of stakeholders
Ability to express complex concepts in a clear and concise manner.
Highly organized and able to quickly prioritize multiple assignments with high quality results.
Problem solving skills
Analytical skills
The Perks
Competitive salary
Discretionary annual bonus
7% Company Pension
Private healthcare + discounted lifestyle benefits including gym membership, flights & hotels, Starbucks, cinema tickets
Life Insurance
Income protection insurance
25 days holiday plus bank holidays – rising to 30 days after 5 years!
We’ll help you grow by providing support for your professional development
Fresh fruit and drinks
Monthly employee appreciation lunches
Social activities – we work hard but like to have fun too!
Well-being initiatives to keep you healthy
We’d love to hear from you, so don’t forget to follow us on Twitter, LinkedIn or find us on Facebook!


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