Flores & Associates, LLC

Implementation Specialist

• Review, validate, and quality-check benefit plan builds within internal systems.
• Identify discrepancies or missing elements in plan configurations and coordinate updates.
• Load, audit, and reconcile employee enrollment data.
• Monitor inbound and outbound eligibility files and escalate discrepancies.
• Partner with the EDI team to confirm specifications and testing requirements.
• Serve as a liaison between Implementation, EDI, Claims, and Operations teams.
• Prepare internal project artifacts including summaries and validation documents.
• Perform audits of enrollment files, claims setup items, and plan configuration data.
• Perform other duties as assigned.

Client Implementation Analyst

Director

• Serve as a trusted advisor and thought partner to the CALO, helping shape priorities, drive decision-making, and anticipate organizational needs.
• Translate executive vision into actionable strategies, workplans, and measurable outcomes across Legal, Marketing, and Client-focused initiatives.
• Represent the CALO in key meetings and cross-functional forums, ensuring alignment, clarity of expectations, and timely execution of commitments.
• Identify operational gaps, risks, and emerging opportunities; develop recommendations and partner with functional leaders to implement solutions.
• Lead priority strategic initiatives from inception through execution, ensuring clarity of goals, cross-functional alignment, and measurable outcomes.
• Drive end-to-end project management including creating and maintaining project plans, identifying dependencies and risks within plans, and driving accountability and completeness amongst plan leaders and stakeholders.
• Establish structure, processes, and accountability mechanisms that ensure sustained momentum on enterprise initiatives.
• Drive preparation and alignment of organizational content—including presentations, analyses, and strategic communications—for internal and external audiences.
• Oversee and enhance legal program operations—including governance routines, process improvement, resource planning, and cross-functional coordination.
• Lead initiatives related to contract lifecycle management, legal operations, and process optimization.
• Convert legal priorities into structured workstreams, ensuring visibility, accountability, and timely results.
• Support development and communication of legal strategy, policies, documentation, and cross-functional guidance.
• Partner with internal leaders to develop insights, messaging, and frameworks that strengthen client relationships and elevate the client experience.
• Translate engagement data and trends into actionable strategies for leadership.
• Oversee preparation of executive materials, communication assets, and insights that support outreach, go to market strategies, and retention efforts.
• Maintain quality work that exemplifies and promotes the company's core values.

Director of Execution – Strategy

Technical Customer Success

• Manage multiple client implementation projects simultaneously while maintaining accuracy and meeting deadlines.
• Utilize and articulate technical IRS Code and general benefit knowledge regarding FSAs, Cafeteria Plans, HRAs, HSAs, COBRA, and Direct Reimbursement models.
• Field and document phone calls from clients and brokers, ensuring precise follow-up and timely resolution of outstanding items.
• Organize, track, and proactively manage all required documentation and onboarding tasks using internal systems.
• Conduct client training sessions on the Employer Admin site.
• Maintain exceptional attention to detail in all setup tasks, client communications, and operational processes.
• Provide high-level customer service to clients and brokers by fostering positive, professional relationships.
• Research technical and legal questions using internal resources and escalate complex issues when needed.
• Collaborate with Sales and Account Management Teams to ensure consistency, quality, and operational alignment across new business.
• Serve as the primary contact for new clients during implementation and setup.

Implementation Account Manager

Sales

• Proactively manage the Head of Growth’s calendar, resolving conflicts and prioritizing meetings without requiring direction.
• Coordinate internal and external meetings, including executive-level scheduling with external partners and brokers.
• Own inbox triage, drafting responses, escalating urgent matters, and ensuring timely follow-ups.
• Manage end-to-end travel logistics including flights, hotels, itineraries, and communication to internal teams during field travel.
• Build, maintain, and manage reporting within Dynamics 365 (D365), ensuring sales data accuracy and readiness for ELT and Board meetings.
• Partner with CRM Operations to enforce sales process hygiene, identify gaps, and implement improvements.
• Proactively gather updates from sellers to maintain current and reliable pipeline and performance reporting.
• Prepare first-draft sales updates, dashboards, and presentations for ELT and Board meetings, ensuring clarity, accuracy, and professional formatting.
• Identify sales enablement needs and coordinate with Marketing and other teams to support sales effectiveness.
• Assist with planning and execution of sales meetings, trainings, and kickoffs, including logistics, content coordination, and on-site execution.
• Represent Sales in cross-functional meetings with Marketing, Legal, CRM, and other teams when the Head of Growth is unavailable.
• Track requests, redlines, tickets, and follow-ups, proactively pushing for updates and resolution.
• Support cross-functional initiatives and issue resolution, coordinating with Sales, Operations, and Client teams as needed.
• Anticipate risks, escalations, and operational gaps, surfacing solutions before issues reach the Head of Growth.
• Maintain quality work that exemplifies and promotes our company’s core values.

Executive Business Partner, Sales

Business Analyst

• Monitor case queues daily for incoming activity.
• Triage, analyze and either reassign or resolve inquiries assigned to applicable queues in CRM.
• Keep CRM current and accurate based on information received by clients and broker partners.
• Assist with monitoring and reporting on multiple performance metrics, including but not limited to daily case activity & phone activity.
• Call calibrations – pull, monitor and score a random sampling of calls monthly.
• Review and reassign or complete tasks assigned to Account Management team.
• Process various documents through legacy or enhanced platform (miscellaneous documents that need to be processed, specific updates that are reported out of various systems, etc.).
• Act as a liaison between the Account Management and Claims teams to ensure all claims documentation is complete, up to date, and accurate.
• Coordinate claim feed authorization forms – work with Account Manager to validate claim parameters, complete form and send to carrier.
• Pull system reporting to support performance guarantees for applicable clients; prepare final reporting to provide to client(s).
• Monitor quarantined emails daily for release.
• Support client interactions as needed.
• Perform other duties as assigned.
• Maintain quality work that exemplifies and promotes our company’s core values.

Account Management Analyst

Account Manager

• Manage a team of Associate Account Managers and Account Managers.
• Participate in the hiring process for onboarding new employees as requested by a Director; support initial training and ongoing education of Account Managers within their team.
• Appropriately set expectations with team members for daily/weekly/monthly performance goals.
• Assist team members with varied questions and escalations daily; provide timely feedback and direction to help them support their clients.
• Monitor performance metrics on a regular basis to assess whether team members are meeting expectations.
• Conduct regular sessions with each direct report to review performance and provide feedback/coaching related to key performance metrics.
• Conduct the annual developmental review of each direct report.
• Track and approve time off (both planned and unplanned) for direct reports.
• Develop strategies to ensure individual and team goals are met.
• Manage a book of business – while the primary focus of this role is to support a team, you will also have a select number of clients assigned to you directly that you will be expected to manage in addition to supporting your team.

Account Management Team Leader

• We are passionate about our clients having a great experience and this also applies to our team and our future team members.
• Building a remarkable team is a top-level company priority.
• A COBRA Account Manager – Team Leader is primarily responsible for managing a team of COBRA Account Managers and serves as the primary liaison for our COBRA & Direct Billing only clients.
• This position serves as a dedicated COBRA Account Manager by communicating, educating, and working with their respective clients daily.
• This position is responsible for managing their team’s performance and ensuring satisfaction with services delivered to clients within their team.
• The COBRA Account Manager - Team Leader works closely with Account Management, Shared Services, and Quality Assurance teams and reports to the COBRA Manager.
• Ensure all notifications, such as General and Election Notices, are sent within federal timelines (typically 14 to 44 days depending on the event).
• Lead, mentor and train the COBRA team, fostering a culture of accountability and continuous process improvement.
• Act as the primary point of contact for employer groups, timely resolving complex escalations and coordinating the annual COBRA plan renewal process.
• Monitor performance metrics on a regular basis to assess whether team members are meeting expectations.
• Develop strategies to ensure individual and team goals are met.
• Prepare for and execute seasonal activities such as open enrollment.