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Our Mission 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 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. Proficienct 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. This is an hourly/non-exempt position: At this time we are unable to hire hourly roles within the following areas: Alaska, California, Hawaii, Nevada, New Jersey, New York, Oregon & Rhode Island. #LI-Remote This is a remote position. Salary Range $23.32 To $33.65 / hour 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 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 Why work with 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. You belong at HealthEquity! HealthEquity, Inc. is an equal opportunity employer, and we are committed to being an employer where no matter your background or identity - you feel welcome and included. We ensure equal opportunity for all applicants and employees 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. HealthEquity uses Microsoft Copilot to transcribe screening interviews between candidates and their direct Talent Partner for note taking and interview summaries. By scheduling a screening interview with us, you consent to Microsoft Copilot's AI technology recording and transcribing your interview with your Talent Partner. This information will be reviewed for accuracy and then used by HealthEquity to summarize the interview, ensure accuracy, and facilitate our hiring process. We take privacy seriously. You have the option to opt out. If you wish to opt out of this Microsoft Copilot transcription, please notify your Talent Partner in advance of the interview. If we do not receive an opt-out request from you, we will assume that you consent to the use of Microsoft Copilot. At HealthEquity, our goal is to save and improve lives by empowering healthcare consumers. This shared purpose inspires everything we do, including how we approach hiring. Our process is designed to get to know the real you: your skills, experiences, and potential to make a difference. We value honesty, originality, and the courage to do the right thing, even when it is not the easiest path. Showing up as your authentic self reflects these values and helps us build something truly remarkable together. As AI is becoming a common tool throughout the application process, we want to be clear about its appropriate use at HealthEquity. Using AI to support resume writing, research, or interview preparation is perfectly acceptable, provided the content is accurate and genuinely represents your qualifications and skills. For other key parts of our interview process, however, it is important that the ideas, communication, and work you share reflect your own voice, experiences, and thinking. We ask that you participate in our live interviews and complete any assessments without AI assistance unless instructions explicitly indicate otherwise or a specific exception is discussed and approved in advance. This approach ensures fairness, celebrates your individuality, and allows your authentic perspective to shine. Behaviors that do not align with these guidelines may result in disqualification from the hiring process or termination of employment if later discovered. We appreciate your understanding and look forward to learning about the unique contributions only you can bring to HealthEquity. HealthEquity is committed to your privacy as an applicant for employment. For information on our privacy policies and practices, please visit HealthEquity Privacy.