Sr Service Delivery Manager

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 Senior Service Delivery Manager is the primary point of contact for assigned client accounts. The Senior 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 Senior 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 

• Manage relationships for clients with varying levels of complexity.
• Take ownership of resolving client issues, from simple to moderate, ensuring closure.
• Lead regular client meetings, maintain action logs.
• Manage project plans for moderate to complex projects.
• Collaborate with Account Executive on client strategy and growth.
• Lead/support annual review meetings (onsite as needed).
• Conduct operational reviews to improve service efficiencies.
• Oversee file processing and account activities for client satisfaction and SLA adherence.
• Manage client documentation and provide internal teams with processes, procedures, and alerts.
• Advocate client needs with internal stakeholders, educate clients on available tools and resources. 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
• Analyze client benefits strategy and suggest improvements. Identify opportunities for increased member participation and coordinate efforts internally to support growth.
• Analyze client utilization, trends, and service level metrics.
• Identify and lead internal project opportunities.
• Support sales finalist meetings as needed.
• Collaborate in coordinating open enrollment support as needed.
• Serve as a mentor to new and existing Service Delivery Managers.

 

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.
• 5+ years experience in benefits/financial services roles or direct business to business service experience. Demonstrating 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.

#LI-Remote

This is a remote position.

Salary Range

$72000.00 To $111000.00 / year

Benefits & Perks

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 

• Paid parental leave 

• 401(k) match 

• Personal and healthcare financial literacy programs 

• Ongoing education & tuition assistance 

• Gym and fitness reimbursement 

• Wellness program incentives 

Why work with HealthEquity 

Why work with HealthEquity 

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