Senior Manager Case Installation

The Senior Manager of Case Installation will be responsible for leading a team of CA Case Installation Consultants. They and their team will be responsible for the successful installation of fully insured and self -funded account benefit plans for CA Large Commercial Customers including Strategic Accounts, Labor& Trust, CA National and Large group. The Senior Manager will oversee all implementation work of the teams and will be actively engaged in customer facing issue resolution and recovery on customer escalated issues as well as process improvement efforts impacting our downstream processes. The position will collaborate with regional partners and National case installation to define standard and consistent solutions for installing new and renewing customers as well as streamlining processes and improving the customer experience. The Senior manager will partner with CA Sales & Account Management Leadership as well as Membership Administration, Benefits Administrations, Product Operations and Process Management to identify improvement opportunities in the customer on-boarding process and develop a strategy for usage of the installation team. The Sr. Manager will also focus on Case Installation metrics: timeliness of installation to the effective date, meeting customer commitment dates, quality and customer satisfaction measures, volumes and product type by LOB and other critical management metrics. With the Director of the Department, the Sr. Manager will represent CA Case Installation on the Case Installation CoP. The Senior Manager of Case Installation will also be assigned responsibilities for leading the development, implementation, and operations necessary to meet new HCR-related business and regulatory requirements, such as Summary of Benefits and Coverage production and private exchange installations. These efforts may require leading multiple teams, temporary workforce and the integration of new processes and procedures for the CA regions and National as it relates to Summary of Benefits of Coverage and like regional projects.

• Interfaces and works in collaboration with the Director of Business Administration, CA Sales & Account Management (SAM) Leadership, ADAMS, National Directors of Case Installation and Functional Leaders such as, Product opterations, Membership Administration, etc.to: Develop, implement, optimize and manage the overall process and ongoing policies and procedures for implementation of new group set-up and renewals for both Self-funded and Fully Insured Accounts. Drive consistency for common methods and practices for installing groups in CA. Manage and oversee the CA Capacity Model as well as identify enhancement opportunities for the CoP to refine the enterprise- wide case installation capacity models. Establish common policies, job roles and responsibilities and metric outcomes including an on-boarding program, training documents, installation guide and tools/templates for CA and to be leveraged throughout the enterprise via the CoP. Develop and successfully execute overall project management for CA region and CoP projects, including functional area specific efforts as well as cross functional initiatives ( e.g Healthcare Reform, SBCs). Sponsor, the work group for a centralized Case Installation training organization for all product offerings including, Self-Funded accounts and CDHC. Consult with National Counterparts and CA Sales & Account Management Leadership on the development of the common case installation process, policies and procedures, goals and metrics. Monitor and report case installation metrics (volumes, type, LOB, Service Area, Commitment Date, Customer Id cards timeliness etc.) on a monthly basis to SAM leadership and CoP and continually improve reporting capability to be consistent with the CoP.  Provide leadership to cross functional work teams and establish an approach to support installations for self-funded, HRA/HAS, Student Health, Suite Spot, national, multi-state, KPIC, custom benefits, breakaways and total replacement accounts. Identify functional and cross-functional processing inefficiencies and provide leadership to drive process improvement initiatives ( examples include Breakin/Break Aways, Multi State, Student Health Plan).


• Relationships: Develop strong cross functional relationships ( Product Development, KPIC, Operations, Membership Administration, Contracts, Benefits Administration, Sales & Account Management etc.) to drive work and improve the customer on-boarding experience. Provide leadership to cross functional work teams in order to establish criteria and disciplines to identify opportunities and work toward process improvements
• Actively participate, present and engage with Business Cycle Review (BCR), Health Plan Operational Performance (HPOP) and other operationally focused venues.


• Maintains staff by recruiting, selecting, orienting, and training employees; maintaining a safe, secure, and legal work environment; developing personal growth opportunities. Accomplishes staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, policies, procedures, and productivity standards. Establish a positive working environment that promotes staff retention and results in client satisfaction both internally & externally. Serve as a primary contact for critical HCR related initiatives (SBCs): assessing the business requirements, defining the end-to-end process, procuring resources, testing processes and systems, tracking/reporting results, constant leadership communication and updates and more.