Service Delivery Manager - Reimbursement Accounts

HealthEquity, Inc.; United States; Remote; USD 57,000 - 72,000; Full time

Job summary

Join a forward-thinking company dedicated to empowering healthcare consumers. As a Service Delivery Manager, you'll be the primary contact for clients, enhancing their experience with HealthEquity's products and services. This role involves managing relationships, resolving issues, and educating clients on their options. With a strong focus on customer service, you'll ensure client satisfaction and loyalty through effective communication and project management. This remote position offers a unique opportunity to make a significant impact in the healthcare sector while enjoying a supportive work environment that values your contributions.

Benefits

Medical, Dental, and Vision Insurance

HSA Contribution and Match

Uncapped Paid Time Off

401(k) Match

Ongoing Education & Tuition Assistance

Gym and Fitness Reimbursement

Wellness Program Incentives

Paid Parental Leave

Adventure Accounts

Dependent Care FSA Match

Qualifications

• 5+ years in benefits/financial services or B2B service experience.
• Strong customer service orientation and communication skills.

Responsibilities

• Manage client relationships and resolve issues for assigned accounts.
• Lead client meetings and oversee account activities for satisfaction.

Skills

Customer Service Orientation

Communication Skills

Organizational Skills

Meeting Management

Relationship Development

Education

High School Diploma

Bachelor's Degree

Tools

Salesforce

Microsoft Word

Microsoft Excel

Microsoft PowerPoint

Microsoft Outlook

Job description

Our Mission

Our mission is to SAVE AND IMPROVE LIVES BY EMPOWERING HEALTHCARE CONSUMERS.Come be part of remarkable.

Overview

How you can make a difference

With general direction and considerable latitude for independent judgment and discretion, the Service Delivery Manager is the primary point of contact for assigned client accounts. The Service Delivery Manager manages inquiries regarding the administration of HealthEquity’s products. They are responsible for building trust and rapport with our valued clients. They support day-to-day operational functions. Their goal is to help clients understand the products and services offered to their employees. Additionally, the Service Delivery Manager will improve client loyalty through flawless execution. This role engages clients from onboarding through ongoing service management.

What you’ll be doing

• Services and owns relationship for clients with lower to moderate levels of complexity and size (500+ Benefit Eligibles).
• Own the process and outcomes for resolving client issues. Takes full ownership to manage and resolve client issues ranging from simple to moderate. Leverages existing processes, escalates when needed, ensures issue closure.
• Lead regular client meetings and maintain action logs.
• May own project plans to manage low to moderate complex projects.
• Oversee file processing and account activities to ensure client satisfaction and SLA adherence.
• Responsible for client documentation and to provide internal teams with client-specific processes, procedures, and alerts.
• Lead annual review meetings (onsite as needed).
• Advocate client needs and requests with internal stakeholders.
• Educate clients on the tools and resources available on HealthEquity’s systems.
• Assist clients in understanding their plan design options, the impacts of those decisions to HealthEquity’s administration of the client’s plan(s) and the impact to their employees and the resulting member experience.
• Explain HealthEquity’s administrative capabilities as a result of these decisions, including claims adjudication and payment; debit card functionality; payroll, enrollment and eligibility file interactions; carrier integrations; compliance changes, etc.

What you will need to be successful

• EDUCATION: Knowledge of healthcare plans, banking, the CDHP – Consumer Directed Health Plan – industry or a closely related field as normally obtained through the completion of a High School Diploma / Bachelor’s Degree.
• WORK EXPERIENCE OR RELATED EXPERIENCE: 5+ years experience in benefits/financial services roles or direct business to business service experience.
• A strong customer service orientation is essential.
• Able to communicate, present and influence credibly and effectively at all levels of internal and external organizations. Tailor communications to the targeted audience.
• Well organized and detail attentive in both quality and accuracy.
• Strong work ethic and able to handle a workload of 15+ highly complex clients.
• Demonstrate effective meeting management and presentation skills.
• Proven track record of success leading enterprise size clients through leadership and exceptional service.
• Adept at developing and maintaining relationships.
• Able to operate independently with minimal supervision.
• Proficiency with business and communications software (preferably Word, Excel, PowerPoint, common Windows operating systems, and Outlook) is required. Salesforce and project management experience is highly desired.

This is a remote position.

Salary Range

$57,500.00 To $71,500.00 / year

Benefits & Perks

The compensation range describes the typical minimum or maximum base pay range for this position. The actual compensation offer is determined based on job-related knowledge, education, skills, experience, and work location. This position will be eligible for performance-based incentives as part of the total compensation package, in addition to a full range of benefits including:

• Medical, dental, and vision.
• HSA contribution and match.
• Dependent care FSA match.
• Uncapped paid time off.
• Adventure accounts.
• Paid parental leave.
• 401(k) match.
• Personal and healthcare financial literacy programs.
• Ongoing education & tuition assistance.
• Gym and fitness reimbursement.
• Wellness program incentives.

Come be your authentic self

Why work for HealthEquity

HealthEquity has a vision that by 2030 we will make HSAs as widespread and popular as retirement accounts. We are passionate about providing a solution that allows American families to connect health and wealth. Join us and discover a work experience where the person is valued more than the position. Click here to learn more.

HealthEquity, Inc. is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, age, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, veteran status, or other legally protected characteristics. HealthEquity is a drug-free workplace. For more information about our EEO policy, or about HealthEquity’s applicant disability accommodation, drug-free workplace, background check, and E-Verify policies, please visit our Careers page.

HealthEquity is committed to your privacy as an applicant for employment. For information on our privacy policies and practices, please visit HealthEquity Privacy.