Account Manager - COBRA

HealthEquity•Remote,

2d•$57,500 - $71,500•Remote

About The Position

The Account Manager is the primary point of contact for assigned client accounts, managing inquiries regarding the administration of HealthEquity’s products. This role is responsible for building trust and rapport with clients, supporting day-to-day operational functions, and helping clients understand the products and services offered to their employees. The goal is to improve client loyalty through flawless execution, engaging clients from onboarding through ongoing service management. The Account Manager will services and own the relationship for clients with lower to moderate levels of complexity and size (500+ Benefit Eligibles), owning the process and outcomes for resolving client issues, leading regular client meetings, and maintaining action logs. They may also own project plans for low to moderate complex projects, oversee file processing and account activities, and be responsible for client documentation. Additionally, they will advocate client needs with internal stakeholders, educate clients on HealthEquity’s systems, assist clients in understanding their plan design options and the impacts of those decisions, and explain HealthEquity’s administrative capabilities.

Requirements

Knowledge of healthcare plans, banking, the CDHP – Consumer Directed Health Plan – industry or a closely related field as normally obtained through the completion of a High School Diploma / Bachelor’s Degree.
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.

Nice To Haves

Salesforce and project management experience is highly desired.

Responsibilities

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.