Partner Services Analyst II

Partner Services Analyst II

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

How you can make a difference:

This position is responsible for working cases created by internal teams related to eligibility/QLE, contributions, claims, overpayments, and general account maintenance. Complete custom processes and initiatives according to client expectations and SLAs and collaborate with cross-functional internal teams for client issue and/or participant issues for resolution. This position requires cross-functional teamwork skills as well as system and product knowledge associated with client solutions.

What you'll be doing:

• 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.

What you will need to be successful:

• Knowledge of business, math, and English as normally obtained through the completion of a High School Diploma or equivalent is required. College work is preferred but not required.
• The ability and skill to effectively facilitate the resolution of increased customer complaints and problem tackle 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.
• Proficiency in Microsoft Excel (VLOOKUP and pivot tables).
• Experience with Salesforce preferred.
• Client facing experience preferred.
• 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.