Engagement Specialist

Knipper HEALTH

23h•$100,000 - $120,000

About The Position

The Engagement Specialist will be directly involved in developing and analyzing workflows for new client launches and existing program optimization. The Specialist will be responsible for ensuring business rules reflect customer’s needs and aligns with system functionality. The Specialist is a core team member responsible for routinely communicating with customers and internal stakeholders. In this role, the analyst should have an analytical mind and a strong business acumen. Critical thinking skills and attention to detail are essential.

Requirements

Bachelor’s degree or equivalent combination of education and experience
3+ years of experience in healthcare, pharmacy services, consulting or process improvement experience
Strong background in process improvement methodologies.
Strong communication skills, both oral and written. Must possess good interpersonal skills and the ability to communicate status, risk and opportunities in a timely and effective manner.
Strong organizational skills. Support of multiple, parallel projects requiring detailed task coordination and tracking.
Proficiency in MS Project, MS Office, including Visio
Excellent analytical and problem-solving capabilities.
Update project management records such as project plans, meeting notes, lessons learned, risk analysis, project metric reporting, etc.
Ability to prioritize work, meet deadlines and make effective presentations.
Experience working in a team-oriented, collaborative environment.
Commitment to standardization and best practices in service delivery.
Adaptable and resilient in a fast-paced, evolving healthcare environment.
Collaborative with the ability to maintain positive and professional relationships.

Responsibilities

Creates client service program operational process flows that graphically represent the program’s processing workflow.
Collaborates with client stakeholders, internal department leaders, and internal subject matter experts, to draft and create client service program business rules.
Analyzes workflows to identify areas of improvement to develop and recommend process improvements, functionality changes, and upgrades in systems as needed.
Assists Project Managers with program setup by determining the correct operational flow and responsibility assignment within the organization for existing client base, and new client accounts.
Assures all required standard system configuration documents accurately reflect client requirements, in business rules and standard intake documents, are provided to the correct internal stakeholders for workflow setup by documented deliverable dates.
Interacts with multiple departments to maintain efficient processes and implement new services.
Provide insight to departments regarding the design and development of technical requirements.
Document, model, and update program architecture in tabular format to support internal labor and forecasting, in collaboration with internal department leaders, and internal subject matter experts.
Maintain proficiency with utilizing the project management online software to lead engagements and projects.
Support continuous improvement of the implementation process based on lessons learned, observations, operational feedback and client surveys.
Ensure successful client relationships and overall implementation satisfaction is maintained and measured through verbal/written communication, client surveys and feedback, while mitigating concerns for timely resolution.
The above duties are meant to be representative of the position and not all-inclusive.