Service Delivery Manager [United States]

 

Overview:

We are CONNECTING HEALTH AND WEALTH. Come be part of remarkable.

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  How you can make a difference

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  Working within established guidelines, the Service Delivery Manager is the primary point of contact for assigned client accounts. The Service Delivery Manager manages inquiries regarding the administration of Health Savings, Flexible Spending, Health Reimbursement, Health Incentive, and Commuter accounts. 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 HealthEquity’s 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
  • Initiate and coordinate new client onboarding.
  • Own the process and outcomes for resolving client issues.
  • Advocate client needs and requests with internal stakeholders.
  • Educate clients on the tools and resources available on HealthEquity’s systems.
  • Identify opportunities to drive client adoption of our full product suite
  • Understand the client’s benefits strategy and present clients with options for improving their strategy. Identify opportunities for increased member participation and coordinate efforts internally to support growth.
  • Analyze client utilization, trends, and service level metrics
  • Monitor and manage file processing and account activities to ensure client satisfaction and SLA adherence.
  • Maintain client documentation to provide internal teams with client specific processes, procedures, and alerts.
  • Maintain appropriate communication with clients, including keeping them current on all updates related to their products.
  • Maintain project plans to manage low to moderate complexity projects.
  • Stay current on product and industry knowledge and apply that knowledge proficiently to support client solutions.
  • Typically, service clients with 2,000-5,000 benefit eligible employees.
  • Collaborate with an Account Executive on long term client strategy and growth.
  • Perform operational reviews in order to gain efficiencies in service delivery.
  • Coordinate and lead annual review meetings (onsite as needed).
  
  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:
  3+ years experience in benefits/financial services roles or direct business to business service experience.
  Specialized Knowledge, Skills & Abilities:
  • 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 maintain relationships.
  • Able to operate independently with minimal supervision.

Salary Range: $54000.00 To $81000.00 / 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 wide-spread 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.

Come be your authentic self

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.

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