Note: The job is a remote job and is open to candidates in USA. HealthEquity is a healthcare company focused on empowering healthcare consumers and improving lives. The Partner Services Analyst II resolves complex client and participant account issues involving eligibility, contributions, claims, overpayments, and account maintenance, while analyzing defects, reporting metrics, and driving process improvements.
Responsibilities
- Assists PSA I team member in the review of more complex intensified participant inquires. Provides any necessary consultation to the PSA 1 team member regarding the development of any process improvements identified in the review
- Creates, maintains, and reports metrics and dashboards to provide visibility and assists in identifying process improvements
- Reports team metrics to provide feedback to Service Delivery Managers as well as Partner Services Analysts
- Resolve cases received in relationship management queues related to eligibility, contributions, claims, overpayments, QLEs and other general account maintenance
- Conduct research and analysis of defects in customer facing processes. Design strategies and solutions for process improvements, implementing or partnering with operations for implementation
- Work with third party premium administrator on refunds, agency updates, enrollment inquiries, and any other inquiries related to participant accounts
- Perform yearly Open Season set up activities including reporting, ER site updates, and other necessary system updates
- Conduct all RM activities for client billing including facilitating receipt of task order numbers, coordinating with Shared Services on invoice delivery, ending participant level detail to appropriate contacts, quality review of output and responding to the client’s questions related to billing which includes coordinating research with internal teams
Skills
- Knowledge of business, math, and English as normally obtained through the completion of a High School Diploma or equivalent is required
- The ability and skill to effectively facilitate the resolution of increased customer complaints and problem tackle as described as normally obtained through 4-6 years of customer service, account management, operations, or project management
- A strong customer service orientation is essential
- Excellent organizational and time management skills
- Demonstrated ability to adapt to the changing demands of business is a must
- Use proven problem-solving strategies, good judgment, and interpersonal communication to optimally design solutions
- Strong analytical skills
- Strong critical thinking skills for complex issues and understanding of interdepartmental impacts to solutions are required
- An excellent and thorough understanding of HealthEquity call center operations and related products, services, technologies, and internal business processes, or the ability to rapidly acquire such understanding, is required to perform the essential functions as described
- Incumbents must be able to demonstrate ownership for intensified customer service issues, investigation and researching those issues, ability to assess and resolve simple to complex issues related to products and communicating resolution
- This is a remote position
- College work is preferred but not required
- Experience with Salesforce preferred
Benefits
- Performance-based incentives as part of the total compensation package
- Medical, dental, and vision
- HSA contribution and match
- Dependent care FSA match
- Full-time team members receive a minimum of 18 days of annual PTO and 13 paid holidays per year
- Paid parental leave
- 401(k) match
- Personal and healthcare financial literacy programs
- Ongoing education & tuition assistance
- Gym and fitness reimbursement
- Wellness program incentives
- HealthEquity covers all required travel and accommodations for the onsite Trailhead onboarding training
Company Overview