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Service Delivery Manager I

Company: HealthEquity Inc.
Location: Draper
Posted on: June 5, 2021

Job Description:

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


How you can make a difference

Working within established guidelines, the Service Delivery Manager I is the primary point of contact for assigned clients regarding the administration of Health Savings, Flexible Spending, Health Reimbursement, Health Incentive, Commuter, and COBRA accounts. They work to build trust and rapport with our valued clients by providing vital solutions to CDHP – Consumer Directed Health Plan – administration. They also support other account administration duties such as enrollment and group maintenance activities. Their goal is to help our clients understand HealthEquity’s products and services offered to employees by providing account education, professional guidance, and introducing them to our intuitive tools. This role takes the lead in providing a delightful client experience. This role engages clients from onboarding through ongoing relationship management. 


What you’ll be doing

NOTE: The essential duties and primary accountabilities below are intended to describe the general content of and requirements of this position and are not intended to be an exhaustive statement of duties. Team members may perform all or most of the primary accountabilities listed below. Specific tasks, responsibilities or competencies may be documented in the incumbent’s performance objectives as outlined by the incumbent’s immediate supervisor or manager.

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. 

Analyze client utilization, trends, and service level metrics. 

Monitor client 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 updates related to their products. 

Maintain project plans to manage minimally complex projects, as needed. 

Stay current on product and industry knowledge. 

Typically, service clients with 500-2,000 benefit eligible employees. 

What you will need to be successful


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. 


1+ year experience in benefits/financial services roles or direct business to business services experience. 



A strong customer service orientation is essential. 

Able to communicate (written and verbal) effectively. 

Well organized, detail attentive, and able to handle a workload of 50+ clients. 

Demonstrate appropriate judgment when utilizing internal business resources to solve client needs. 

Demonstrated ability to adapt to the changing demands of business is a must. 

Demonstrate effective meeting management and presentation skills. 

Adept at developing and maintaining relationships. 


Proficiency with business and communications software (preferably Word, Excel, PowerPoint, common Windows operating systems, and Outlook) is required. Salesforce experience is highly desired. 



Benefits and perks


  • Medical, Dental, Vision
  • 401(k) match
  • Paid Maternity/Paternity leave
  • Ongoing education 
  • Purple with Purpose (paid volunteer time off)
  • HSA contribution and match
  • Award winning Wellness Program
  • Consumer Driven Healthcare (CDH) education

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 and build health savings for life. Through our innovative technology and superior service delivery, our members gain valuable insights to better save and spend their healthcare dollars.


We firmly believe that our team members drive the success of this company. We hire passionate contributors who enjoy the thrill of pioneering their positions to their full potential. Join us and discover a work experience where the person is valued more than the position, and where are our purple culture drives a remarkable experience.


Our advice to you

HealthEquity is fiercely focused on hiring passionate individuals to contribute to our purple culture. If you speak passion, excellence, service, ambition, fun… we want to speak with you! We believe that your personality is as important as your experience and qualifications so when we do have the opportunity to speak together, be authentic, be genuine, be you! Showcase your experience and your passion.


HealthEquity, Inc. is a proud promoter of equal opportunities for training, compensation, transfer, promotion, and other aspects of employment for all qualified applicants and employees. HealthEquity, Inc. support Equal Employment Opportunities without regard to sex, race, color, religion, national origin, age, disability, sexual orientation or veteran status when hiring – under federal, state and local laws.

Keywords: HealthEquity Inc., Draper , Service Delivery Manager I, Other , Draper, Utah

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