Senior Implementations Manager - Reimbursement Accounts

Fidelity Investments; Covington (VA); On-site; USD 110,000 - 150,000; Full time

Job summary

Fidelity Investments seeks a Senior Account Manager for Fidelity Health’s Clients to drive onboarding of reimbursement accounts and oversee post-sale to ongoing service. You will coordinate with Sales, Relationship Management and Product teams to expand healthcare solutions and deliver exceptional client outcomes.

The role requires strong project/account management skills, client servicing in a regulated industry, and a proven ability to identify improvements and act decisively on client needs.

Qualifications

• 7-10 years of project management and/or consultative client account management.
• 5-7 years servicing large corporate clients.
• Bachelor’s Degree or equivalent experience.

Responsibilities

• Lead onboarding of reimbursement accounts and manage client projects to completion.
• Collaborate with sales, relationship management and product teams to expand healthcare offerings.
• Serve as SME for onboarding and ongoing service delivery to clients.
• Ensure client satisfaction through proactive issue resolution and process improvements.
• Balance servicing with sound business judgment, timelines and priorities.

Skills

Project management

Account management

Education

Bachelor’s Degree or equivalent experience

Job description

Job Description:

Note: Fidelity will not provide immigration sponsorship for this position.

As a Senior Account Manager supporting Fidelity Health’s Clients you will combine strong consultative account management skills with a deep knowledge of reimbursement account plan administration (i.e. Flexible Spending Accounts, Health Reimbursement Arrangements). Working both collaboratively and independently you will bring our clients from post-sale, through implementation and onboarding, ending at transition to ongoing service and support.

You will provide project management skills and administrative services while serving as the subject matter expert for clients during the onboarding of their reimbursement account(s). You will also help the Sales and Relationship Management Teams expand Fidelity’s healthcare businesses and help the Product Team develop industry leading solutions.

The Role

• Exceptional project and account management skills including close collaboration with other teams, ensuring client satisfaction and project completeness.
• Corporate project and/or account management with previous experience in a regulated industry such as Financial Services.
• Preferred understanding of reimbursement account administration needs, process and regulatory knowledge.
• Familiarity with the full range of healthcare and wellness benefits and associated recordkeeping services.
• Proficient leadership skills consistently demonstrating the ability to get things done; taking initiative to identify service enhancements or process improvements; proven ability and success in identifying issue(s), identifying solution(s) and determining and acting on the best solution in a timely manner.
• Strong and effective interpersonal and communication skills.
• Demonstrated ability to balance account management servicing with sound business judgment.
• Effective organizational, time management, facilitation and prioritization skills
• Your proactive execution of onboarding and administrative processes with quality, accuracy, efficiency and when necessary, appropriate root cause analysis and corrective action will ensure services are delivered with high quality.
• By developing and managing the relationship with the client from the very beginning, you will ensure the client recognizes the quality of service being provided and is satisfied with the quality of the service they receive.
• When necessary, your escalation and active participation in the resolution of service issues will ensure these are addressed appropriately within the organization.
• Your understanding of the objectives and initiatives related to client projects and work with the organization will ensure work is completed with high quality and efficiency.
• By bringing voice of the customer feedback to the Product Team you will help Fidelity continue to develop industry leading solutions

The Expertise and Skills You Bring

• 7-10 years’ experience of project management and/or consultative client account management with proven ability to build and maintain client relationships.
• 5-7 years’ experience servicing large corporate clients.
• Bachelor’s Degree or equivalent experience.
• Preferred experience with a broad range of healthcare and wellness benefits.

The Team

You will be part of the RA Service Team, working closely with both product and the client account management teams to provide your assigned clients with the highest quality service possible. You will also support the sales team in pursuit of new clients and relationship managers in their efforts to expand the scope of services offered to current clients.

Fidelity’s Onsite Working Model
Fidelity is transitioning to a full-time onsite working model through a phased rollout across regions and roles. Currently, some roles and locations require 100% onsite presence, while others require less. Onsite expectations are likely to evolve as the rollout continues. This transition does not apply to fully remote roles.

Certifications:

Category:

Client Service Operations

Please be advised that Fidelity’s business is governed by the provisions of the Securities Exchange Act of 1934, the Investment Advisers Act of 1940, the Investment Company Act of 1940, ERISA, numerous state laws governing securities, investment and retirement-related financial activities and the rules and regulations of numerous self-regulatory organizations, including FINRA, among others. Those laws and regulations may restrict Fidelity from hiring and/or associating with individuals with certain Criminal Histories.