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• Participate all implementation client calls
• Support in presenting relevant slides from the Implementation PPT to the clients and answer questions
• Support Implementation Team on action items
• Reviewing Member Engagement Material, reporting requirements etc and provide inputs
• Support any process change discussions as needed
• Ensuring Ops is informed on Project Scope, Client's asks and addressing open questions
• Attend weekly client calls
• Share Production Plans. If there are any changes, explain reason for changes
• Address client service questions and escalations
• Support the complaint handling process, including close looping with the clients
• Review Project Health and liaise with Operations if Amber/Red for POA.
• POA formulation will be Ops/Planning Team responsibility but presenting to the client is PAM
• Coordinate with Operations and support items critical for Client SLA
• Liaise with respective teams on managing client deliverables
• Monitor tasks for close looping with client/Front Office in a timely fashion
• Support the current Process Change Request process by facilitating discussions with Ops and then supporting solutioning once approved. This includes follow up with Ops and communication with PM/CE Teams
• Support discussion related to client portal, queries, changes requested and solutions
• Participate in discussions related to additional volume. Liaise with internal teams as needed
• Present PHA Guidelines on client call and answer related questions
• Review all client facing adhoc reports prepared by planning team to ensure it aligns with client needs.
• Assist client success/sales/marketing in preparing client facing decks.
• Participate in calls/Face to face meetings and answer pertinent questions
• Support discussions related to client invoicing and solution
• Drive PHA_AM and any cross functional OKR that involve CE/PM and Operations

** Base Pay Range: $40k-$55k + 5% annual***