The job title “implementation consultant” might sound a little foreign to those who aren’t in the insurance industry. But folks who do this job make sure that companies large and small have everything they need to get their benefits package up and running. As such, it’s no surprise that stellar project management and communication skills are key to successfully onboarding a new group’s benefits package. We talked with one of our very own implementation consultants, Rachel Day, to learn more about her dynamic role and how it might evolve as technologies change.
JA: Thank you for chatting with us, Rachel! Can you tell us a little bit about your role as an implementation consultant here at Delta Dental of Arizona? What does your day-to-day look like?
RD: Every day is a little bit different! Most of my time is spent meeting (virtually) with new clients and our broker partners. Our discussion consists of establishing an implementation timeline, creative solutions for open enrollment in our current climate, the member enrollment experience, dental benefit review and establishing best practices for onboarding with Delta Dental of Arizona. This is usually our client’s first experience or interaction with Delta Dental of Arizona. I then take all the details back to our internal departments to make sure everyone’s expectations are being met.
JA: It seems like you are really tasked with acting as the liaison between our clients and our sales teams. What do you like about bridging that relationship?
RD: Yes, I would say that in my role, I am the liaison between new clients and their brokers and all of Delta Dental’s internal departments. This makes my role pretty dynamic and I always need to be aware of my audience and their needs.
JA: How long have you worked in insurance and how did you find your way into this industry?
RD: It will be seven years this fall! (And all seven have been with Delta Dental.) It was by chance I ended up in insurance and at Delta Dental of Arizona. I am so lucky to have found a great company to work for!
JA: What’s something unique about your role that most people might not know or think about?
RD: I think people don’t realize that an implementation period could be months long or days long, depending on the client’s needs. There are so many details that go into making sure that everything is ready to go for the effective date and that the members have a great experience.
JA: What challenges you in your role every day?
RD: The fact that every day is different. There is always something changing or a new deadline that pops up!
JA: On the flip side, what do you love about your job? What brings a smile to your face?
RD: Also, the fact that every day is different. I love being challenged by meeting the needs of our clients. Every company is different and so are their onboarding requirements. I would say that my favorite part of my job is being out in the field interacting with our clients, brokers and our members at different events.
JA: Being highly organized and detail-oriented is critical to your role. What advice would you have for somebody who is thinking of pursuing this career?
RD: Find your organizational strategy and stick with it! Also, taking detailed notes and setting reminders are key to being successful.
JA: As the world changes and technologies advance, how do you see this role changing or adapting in the future?
RD: I believe this role will continue to change, especially in the way we interact with members. Pre-COVID-19, we spent a lot of time meeting with clients and doing member education in person. Now we are spending a lot of time meeting virtually and providing education through virtual platforms. I think this will only continue to evolve and this role needs to have superb communication and presentation skills.
JA: Lastly, do you have a favorite dental pun you could share with us?
RD: What do you call a bear with no teeth? (Pause.)
A gummy bear!
Based on the fact that I love gummy bears! They’re one of my favorite types of candy.
