Implementation Coordinator


Location: South Carolina

Job Type: Full time


Job Summary

Coordinates enrollment implementation for Aflac accounts and serves as the implementation single point of contact for new clients; serves as a key relationship liaison to address and resolve implementation issues, drive premium, and increase customer satisfaction

Principal Duties & Responsibilities

  • Coordinates enrollment strategy for Aflac accounts to drive premium and increase customer satisfaction; ensures requirements for initial account set-up activities are met for assigned clients with business units; responsible for small to medium cases and less complex enrollments for voluntary benefit lines of coverage

  • Serves as the implementation single point of contact for new clients; accountable for guiding clients, brokers, and sales partners through the implementation process and facilitating a timely and accurate implementation

  • Partners with the Sales organization and Brokers to address and resolve implementation issues; develops cross-business connections and continuously strives to provide superior customer service

  • Works with sales partners, brokers, and clients to gather enrollment requirements such as enrollment dates, number of employees, benefit participation rules, plans to be offered, type of systems currently used, SLAs, enrollment type, and key milestone dates

  • Analyzes, monitors, and executes change requests for clients throughout the implementation phase; ensures that defined service level agreements are met; makes recommendations to ensure enrollment and service solutions are put in place to meet the account’s needs and expectations; maintains a database repository of enrollment/service efforts and results

  • Analyzes and completes reports as needed related to account activity; conducts proactive account audits to identify trends and document process improvements for open enrollment and ongoing administrative services

  • Partners with the integration team to coordinate the implementation of less complex technology with internal and external customers to facilitate data exchange; establishes and implements appropriate technology for initial billing set-up and initial premium changes

  • Partners with internal business units to address any client question or issue, whether relating to technology, account enrollment, claims, etc., are responded to and resolved in a consistent and timely fashion; acts as a liaison requiring expertise at an basic technical and administrative level; handles basic service issues and ensures that the results meet the business need; escalates intermediate and complex issues to senior employee or management

  • Stays abreast of industry best practices through competitive intelligence and industry periodicals; drives the overall customer experience for clients serviced

  • Performs other duties as required

Education & Experience Required

  • Bachelor’s Degree in a related field
  • Two or more years of job-related work experience

Or an equivalent of education and experince

Education & Experience Preferred

  • Two years insurance, healthcare, and/or financial industry experience (internal and/or external)
  • Experience in a service related area such as client services, sales support, coordinating activities associated with the processing of group enrollments

Job Knowledge & Skills

  • Experience with project/timeline management with the ability to manage multiple projects at once

  • Knowledgeable in processes related to acquisition, implementation, service and billing of clients

  • Project management, leadership, problem solving, and practice development skills

  • Strong personal computer skills with experience in Windows-based software

  • Excellent presentation, public speaking, written & verbal communication skills

  • Excellent customer facing skills and a demonstrated proactive approach to problem-solving

  • Ability to deal with ambiguity and change

  • Ability to multi-task effectively, paying attention to details within tight timeframes

  • Continuously strives to provide superior products and customer service

  • Ability to work overtime during peak periods


  • Acting with Integrity
  • Communicating Effectively
  • Pursuing Self-Development
  • Serving Customers
  • Supporting Change
  • Supporting Organizational Goals
  • Working with Diverse Populations
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