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Implementation Support Specialist

Sapphire Digital

Sapphire Digital

Customer Service
St. Louis, MO, USA · Texas, USA · Boston, MA, USA · Boston, MA, USA · Atlanta, GA, USA · Atlanta, GA, USA · Morristown, NJ, USA · Morristown, TN, USA · St. Petersburg, FL, USA · Petersburg, VA, USA
Posted on Saturday, August 26, 2023

The Implementation Support Specialist works directly with the members of the Implementation Team to support ongoing client implementations. The Implementation team members work with healthcare payer clients to understand their data and their needs for print fulfillment, then configures the Zelis system for successful composition and processing of the client’s data processing. The Implementation Support Specialist is responsible for assisting the Implementation team by configuring Zelis systems for Zelis services, such as composition and delivery of Explanation of Benefits, Letters, Checks, and ID cards, either by paper or electronic means. The Implementation Support Specialist performs duties based on team needs, under the direction of a Manager of Implementation. He or she will also contribute to the team by assisting with identifying barriers, providing resolutions and solutions through training and collaboration with the Implementation Team and internal Zelis resources.

Duties & Responsibilities – Implementation Support Specialist:

  • Assist Implementation Team members with configuration in DOCS® and ZPASS

  • Be available for client calls to learn about the needs of the implementation and help solution for the project

  • Apply technology and Zelis product knowledge to assist with addressing client needs

  • Design payer communication documents or ID cards

  • Perform task-based duties, under the direction of Manager of Implementation

  • Perform double checks for accuracy before turning testing output back to client

  • Utilize Jira for tracking tasks and keeping team members informed of progress of assigned tasks

  • Configure rules in DOCS® including logos, signatures, inserts and addresses

  • Maintain secure users and perform annual security audit, under the supervision of Manager of Implementation

  • Collaborates with Implementation Team on internal enhancements for efficiencies and cost saving opportunities

  • Provides client support as needed

  • Prioritizes assigned tasks based on Go Live Date and revenue, with assistance from Manager of Implementation

  • Attends trainings and workshops to learn the Implementation process

  • Expectation would be to take on a small implementation after 4-6 months

Professional and Interpersonal Skills:

  • Client/Customer Focus – Makes customers and their needs a primary focus of one’s actions; develops and sustains productive customer relationships. Seeks to understand and educate customers; builds collaborative relationships and takes action to meet their needs and concerns.

  • Communication – Communicates accurately, honestly and effectively, both in oral and written form; practices active listening. Clearly conveys information and ideas through a variety of media to individuals and groups in a manner that engages the audience and helps them understand the information.

  • Team Success – Actively participates as a member of a team to move the team toward the completion of goals.

  • Problem Analysis & Solving – Uses sound or logical judgment to spot and analyze problems; develops alternative solutions and initiates action. Proactively identifies complex problems; identifies, proposes and implements solutions in a deadline driven environment.

  • Strategic – Organizes information and data to identify/explain trends, problems, and causes; combines information to identify underlying issues. Identifies the key tasks and resources needed to achieve objectives.

  • Initiative – Highly motivated to take prompt action to accomplish objectives; strives to achieve goals beyond what is required; proactive. Responds quickly; takes action and goes above and beyond.

  • Planning and Organizing – Establishes courses of action for self and others to ensure that work is completed efficiently. Able to prioritize, determine tasks, create schedules, leverage resources and stays focused.

  • Living the Vision and Values – Keeps the company’s vision and values at the forefront of decision-making and action.

Education and Experience:

  • High School diploma or equivalent GED required, BS or BA degree preferred, Computer Science, Engineering, or other technical degree a plus

  • 2-3 years in Healthcare Industry experience preferred

  • SQL Database experience a strong plus

  • Knowledge of healthcare claims communication process, as well as printing aspects of claims communications documents or enrollment materials is a plus

  • Proficiency with computer and applicable software packages, including Microsoft Office products - Outlook, Word, Excel, Internet and E-mail

  • Basic data skills, including ability to use text editors

  • Ability to understand and utilize web based applications for project management and client business to business applications

  • Previous Customer Service experience preferred

Physical Factors:

  • Sitting at desk or meetings, or standing for long periods of time

  • Work long hours and flexible schedule when needed

  • Use standard office equipment


As a leading payments company in healthcare, we guide, price, explain, and pay for care on behalf of insurers and their members. We’re Zelis in our pursuit to align the interests of payers, providers, and consumers to deliver a better financial experience and more affordable, transparent care for all. We partner with more than 700 payers, including the top-5 national health plans, BCBS insurers, regional health plans, TPAs and self-insured employers, over 4 million providers, and 100 million members, enabling the healthcare industry to pay for care, with care. Zelis brings adaptive technology, a deeply ingrained service culture, and a comprehensive navigation through adjudication and payment platform to manage the complete payment process.

Commitment to Diversity, Equity, Inclusion, and Belonging
At Zelis, we champion diversity, equity, inclusion, and belonging in all aspects of our operations. We embrace the power of diversity and create an environment where people can bring their authentic and best selves to work. We know that a sense of belonging is key not only to your success at Zelis, but also to your ability to bring your best each day.

Equal Employment Opportunity
Zelis is proud to be an equal opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

We encourage members of traditionally underrepresented communities to apply, even if you do not believe you 100% fit the qualifications of the position, including women, LGBTQIA people, people of color, and people with disabilities.

Accessibility Support

We are dedicated to ensuring our application process is accessible to all candidates. If you are a qualified individual with a disability or a disabled veteran and require a reasonable accommodation with any part of the application and/or interview process, please email TalentAcquisition@zelis.com

SCAM ALERT: There is an active nationwide employment scam which is now using Zelis to garner personal information or financial scams. This site is secure, and any applications made here are with our legitimate partner. If you’re contacted by a Zelis Recruiter, please ensure whomever is contacting you truly represents Zelis Healthcare. We will never asked for the exchange of any money or credit card details during the recruitment process. Please be aware of any suspicious email activity from people who could be pretending to be recruiters or senior professionals at Zelis.