This role’s objective is to support and promote HCSC’s product implementation projects, rating projects, and process and system enhancements.   Authorizes and prioritizes enhancements, projects and fixes.  Ensures that work items are identified and tracked, trends are identified, and information is communicated throughout the business areas.  Identifies opportunities to improve business processes and systems related to product implementation and rating.  Participates actively in and monitors the process of updating products and rates.    Builds and maintains relationships with HSC and HCSC business partners.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Manages relationship with Hallmark IT, HCSC Sales and Marketing, Product, and Actuarial.
  • Drives the solution of business issues to achieve mutually beneficial outcomes.
  • Leads meetings with the business, IT, HCSC Marketing and HCSC Actuarial.
• Participates in all project phases and meetings to implement new products and rate enhancements, and rate loading.  Supports and partners with the Project Managers and HCSC associates.  Provides and approves requirements for projects and enhancements.
• Works with IT and business areas to triage, understand, and resolve issues with product and rates.
• Assists in creation and updating of product and rate administration process and system documentation.
• Participates in the investigation of member product and rating issues.
• Participates in the implementation and validation of new/changed products and loading of rates.
• Monitors rating jobs, correspondence, and members currently under special handling of rates.
• Develops requirements and reviews results of queries developed for product and rating issues.
• Compiles and provides data required for HHS portal refreshes as required.
• Acts as a decision maker for issues related to optimization and daily functioning of legacy and future product and rating systems.  This includes, but is not limited to:  requesting system enhancements, supporting enhancements through implementation, creating and updating documentation and other materials to support system changes.
  • Acts as a SME for products and rating.  Possesses a basic understanding of business processes and systems that support the retail insurance market.
  • Researches and identifies the business impact for system integrations, enhancements, projects, fixes or changes within a process.
  • Initiates and tracks work items through Hallmark’s change management process and systems.
  • Performs a periodic review and prioritization of work items related to products and rating.
  • Works with various business areas to identify business impacts and prioritize issues.
  • Reviews and provides feedback on project and test plans. Monitors the progress of system enhancements and fixes. 
  • Provides training, coaching, technical expertise and support for business teams.  Supports and provides information to the Member Onboarding management team.
• Solicits and reviews feedback / suggestions regarding products, rates and system functionality and responds as needed.  
• Prepares internal documents for publication. Posts documents to SharePoint.  Assists with maintaining organization of the SharePoint site to meet needs of the unit.  Maintains historical / reference documentation as needed.
• Maintains confidentiality of protected health information and all proprietary information.
• Complies with project deadlines and quality standards.

Qualifications To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

•  System knowledge and excellent technical skills
• Ability to navigate a large, complex organization
• Knowledge of the retail insurance business
• Excellent multi-tasking
• Ability to estimate project work and identify resources
• Excellent problem solving skills
• Critical and analytical thinker
• Excellent at identifying process improvements
• Exhibits good judgment
• Demonstrated agility and adaptability
• Demonstrated ability to understand the broader context and exhibit "big picture" thinking
• Excellent verbal and written communication skills
• Ability to interact effectively with all levels of management and staff
• Demonstrates strong attention to detail and maintains a high level of quality
• Maintains confidentiality
• Effectively manages and prioritizes competing priorities
• Excellent computer skills
• Stays abreast of government and regulatory changes that affect product and rating and communicates changes within the unit in a timely and appropriate manner

Education and/or Experience                                                    

• Bachelor’s degree or equivalent; or four to ten years related experience and/or training; or equivalent combination of education and experience.
• Minimum of 5 years of varied experience in health or life insurance.  Experience with testing or trouble-shooting system issues is highly desirable.
• Record of increasing responsibilities and advancement.