Service Delivery Manager - Reimbursement Accounts

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.
• Assists client 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.
• Explains 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 …