Service Delivery Manager - COBRA

Our mission is to SAVE AND IMPROVE LIVES BY EMPOWERING HEALTHCARE CONSUMERS. Come be part of remarkable.

How you can make a difference

With general direction and considerable latitude for independent judgment and discretion, the Cobra Service Delivery Manager is the primary point of contact for assigned client accounts. The Cobra 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 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

Services and owns relationship for clients with lower to moderate levels of complexity and size. (500+ Benefit Eligibles)
• Own the process and outcomes for resolving client issues. Takes full ownership to manage and resolve client issues ranging from simple to moderate. Leverages existing processes, escalates when needed, ensures issue closure.
• Lead regular client meetings and maintain action logs.
• May own project plans to manage low to moderate complex projects.
• Oversee file processing and account activities to ensure client satisfaction and SLA adherence.
• Responsible for client documentation and to provide internal teams with client specific processes, procedures, and alerts.
• Lead annual review meetings (onsite as needed).
• Advocate client needs and requests with internal stakeholders.
• Educate clients on the tools and resources available on HealthEquity's systems.
• 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

What you will need to be successful

• Knowledge of healthcare plans, banking, the CDHP - Consumer Directed Health Plan - industry or a closely related field.
• Experience with COBRA is highly preferred
• 5+ years experience in benefits/financial services roles or direct business to business service experience.
• 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.
• Proficiency with business and communications software (preferably Word, Excel, PowerPoint, common Windows operating systems, and Outlook) is required. Salesforce and project management experience is highly desired.

#LI-Remote

This is a remote position

The compensation range describes the typical minimum or maximum base pay range for this position. 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
• Adventure accounts
• 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 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. Join us and discover a work experience where the person is valued more than the position. Click here to learn more.

Come be your authentic self

HealthEquity, Inc. is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, age, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, veteran status, or other legally protected characteristics. HealthEquity is a drug-free workplace. For more information about our EEO policy, or about HealthEquity's applicant disability accommodation, drug-free-workplace, background check, and E-Verify policies, please visit our Careers page.

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