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HealthEquity · 1 day ago

Partner Services Analyst II

United States

Full-time

Remote

Mid Level

$23.32/hr - $33.65/hr

4+ years exp

HealthEquity is on a mission to save and improve lives by empowering healthcare consumers. The Partner Services Analyst II will work on cases related to eligibility, contributions, claims, and account maintenance while collaborating with internal teams to resolve client and participant issues.

Financial ServicesHealth CarePayments

Growth Opportunities

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

Qualification

Customer service orientationAnalytical skillsProblem-solving strategiesMicrosoft ExcelSalesforce experienceClient facing experienceOrganizational skillsTime management skillsInterpersonal communicationCritical thinking

Required

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

Proficient in Microsoft Excel (vlookup and pivot tables)

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