Account Coordinator II
HealthEquity, Draper, UT, United States
Our mission is to SAVE AND IMPROVE LIVES BY EMPOWERING HEALTHCARE CONSUMERS. Come be part of remarkable.
Account Coordinator II Job Locations US-Remote
Overview 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 Account Coordinator I team member in the review of more complex intensified participant inquiries. Provides any necessary consultation to the Account Coordinator I 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 Account Managers as well as Account Coordinators.
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.
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.
Salary Range $23.32 to $28.37 per hour
Benefits & Perks
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
Onboarding & Travel This is a remote role, with an in‑person onboarding training component. New team members must participate in Trailhead, HealthEquity's immersive onboarding experience is designed to foster meaningful connections, support your integration into the organization, and equip you with a strong understanding of our business. Trailhead participation is a key expectation of this role. Trailhead is held onsite at our headquarters once per quarter. HealthEquity covers all required travel and accommodations.
This role may begin with a virtual, self‑paced onboarding experience, followed by a mandatory onsite Trailhead session at a later date.
HealthEquity is committed to providing reasonable accommodations to team members with qualifying disabilities. Should you be selected for this role and require an accommodation, we will put you in touch with our Benefits Team so you can begin the accommodation request process.
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!
Equal Opportunity Employer 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.
#J-18808-Ljbffr
Account Coordinator II Job Locations US-Remote
Overview 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 Account Coordinator I team member in the review of more complex intensified participant inquiries. Provides any necessary consultation to the Account Coordinator I 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 Account Managers as well as Account Coordinators.
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.
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.
Salary Range $23.32 to $28.37 per hour
Benefits & Perks
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
Onboarding & Travel This is a remote role, with an in‑person onboarding training component. New team members must participate in Trailhead, HealthEquity's immersive onboarding experience is designed to foster meaningful connections, support your integration into the organization, and equip you with a strong understanding of our business. Trailhead participation is a key expectation of this role. Trailhead is held onsite at our headquarters once per quarter. HealthEquity covers all required travel and accommodations.
This role may begin with a virtual, self‑paced onboarding experience, followed by a mandatory onsite Trailhead session at a later date.
HealthEquity is committed to providing reasonable accommodations to team members with qualifying disabilities. Should you be selected for this role and require an accommodation, we will put you in touch with our Benefits Team so you can begin the accommodation request process.
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!
Equal Opportunity Employer 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.
#J-18808-Ljbffr