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Service Delivery Manager III

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

With general direction and considerable latitude for independent judgment and discretion, the Service Delivery Manager III is the primary point of contact for assigned client accounts. The Service Delivery Manager III 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 members. Additionally, the Service Delivery Manager III 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.
  • Stay current on product and industry knowledge and apply that knowledge proficiently to support client solutions. Also share that knowledge with internal stakeholders.
  • Typically, service clients with 10,000 plus benefit eligible employees.
  • Collaborate with an Account Executive on long term client strategy and growth.
  • Coordinate and lead annual review meetings (onsite as needed).
  • Perform operational reviews in order to gain efficiencies in service delivery.
  • Coordinate regular client status meetings and maintain action logs.
  • Maintain project plans to manage moderately complex projects.

 

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.

 

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.

 

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 III, Other , Draper, Utah

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