Note: The job is a remote job and is open to candidates in USA. HealthEquity is dedicated to saving and improving lives by empowering healthcare consumers. They are seeking a Member Service Specialist I to maintain positive customer relationships by responding to inquiries about spending account products and educating customers on IRS regulations and claims processing procedures.
Responsibilities
- Research and respond to phone inquiries from our customers to ensure timely resolution of issues
- Educate members when appropriate to maximize use of products and services
- Consistently provide accurate information to customer inquiries in accordance with HealthEquity's (HQY) inquiry accuracy standards by prioritizing and utilizing appropriate tools, resources, internal communications, and training materials
- Educate customers on HealthEquity products such as eligible IRS expenses, Health Savings Accounts (HSA) investment and pricing options, Flexible Spending Accounts (FSA), Dependent Care, Transportation and claims processing procedures
- Serve as a customer advocate by identifying underlying customer needs and guiding them to appropriate programs and resources
- Establish rapport by offering information and services beyond the customer’s initial inquiry
- Research issues and policies to effectively resolve negative member experiences as needed
- Communicate with escalated members to understand their issue and work through resolution while remaining compliant with established security and policy practices
- Other duties, as assigned
Skills
- High school diploma or equivalency required
- Must be 18 years of age or older
- Proficiency with Microsoft Word, Outlook, Teams and Windows operating systems is required
- Able to navigate multiple computer screens and enter data
- Strong oral and written communication skills
- Strong problem solving and decision making skills
- Impeccable soft skills and interpersonal skills
- Able to communicate empathetically, positively and professionally in challenging or escalated situations
- Must be able to take written, verbal and online assessments
- Must have a secure location to work at home without distraction behind a closed door to protect sensitive information
- Must have a stable, high speed internet connection for handling calls without interruption of at least 10mbps down and 6mbps up
- Someone who is adaptable and who embraces change and ambiguity
- Work requires normal range of hearing, vision and verbal communication skills, with or without a reasonable accommodation
- Must be able to use a telephone and headset equipment and operate a keyboard and other office equipment, with or without reasonable accommodation
- Must be able to spend prolonged periods of each workday on the phone
- Be able to come onsite to our Draper, Utah location for trainings, onboarding, or other team needs, with advance notice
- Ability to perform work at a computer station for 7-8+ hours a day and function in an environment with frequent interruptions is required
- Manage high volume of inbound calls and navigate complex, time sensitive situations
- May experience elevated levels of stress during periods of increased activity and with work entailing multiple deadlines
- Interactions, de-escalating concerns and ensuring a positive member experience
- Maintain predictable and reliable attendance, with the ability to adapt to changing work schedules including participating in a shift bid on a yearly basis, and evolving business needs
- Associates degree, preferred
- One to two years of Customer service experience is a plus
Benefits
- 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
Company Overview
HealthEquity connects health and wealth by administering Health Savings Accounts (HSAs) and other consumer-directed benefits. It was founded in 2002, and is headquartered in Draper, Utah, USA, with a workforce of 1001-5000 employees. Its website is http://www.healthequity.com.