Member Services Specialist |
| Oct. 20, 2008 - Nov. 27, 2008 |
| Location: | Draper, UT |
| Exempt/Non-Exempt: | Non-Exempt |
| Type: | Full Time |
| Department: | Service Delivery |
| Description: | The Member Services team is the primary point of contact for our member inquiries about the administration of their HSA (Health Savings Account), FSA (Flexible Spending Account) and HRA (Health Reimbursement Arrangement) . Member Services Specialists work to build trust and rapport with our valued members by providing vital solutions to healthcare spending. The Specialist becomes an expert in helping members understand and manage the financial side of healthcare by providing professional guidance and introducing them to our intuitive online tools. This group is the front line of HealthEquity providing a great experience for every person who contacts HealthEquity via phone, online, fax, or in person. Specialists operate with an entrepreneurial spirit and are dedicated to operational excellence, team member development, and redefining possibilities.
HealthEquity is looking for several full-time and part-time Member Service Specialists. There will be a two week in-office training period. Some part-time specialists may be able to work out of their homes after they are fully up-to-speed. Flexible night and weekend shifts available. Bi-lingual Spanish speaking agents are also needed.
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| Duties: | Member Service Specialists responsibilities include the following:
• Provide exceptional customer service and create customer loyalty by using superior reasoning skills to evaluate opportunities to effectively help members save and spend healthcare dollars.
• Educate members on HSA, HRA, FSA and MSA accounts including working directly with members on investments, contributions, payments, claims and online tool training.
• Use strong partnership and influencing skills to gain alignment for additional value-added solutions to help members grow and protect their assets.
• Maintain member history in database so they may be helped at any time by any Member Services Specialist.
• Provide a first interaction with HealthEquity to new members that is a positive initial contact.
• Continually educate our members on the correct and most financially effective way to utilize their HSA.
• Stay current on all of the HAS/FSA/HRA/MSA regulations and any IRS modifications to provide accurate and appropriate information.
• Maintain the confidentiality of members, employers, fellow employees, and HealthEquity information in compliance with HIPAA and company regulations.
• Process payments from and contributions into HSA accounts.
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| Qualifications: | Requirements:
• Prefer candidate with 3-5 years customer service experience in the healthcare, insurance or financial industries.
•Demonstrated experience with a CRM system, Avaya or other inbound call system, MS Outlook, and MS Excel
• Demonstrated aptitude for superior interpersonal, communication, professional teaming, organizational and technology skills.
• Exceptional ability to build trust and rapport with our members and fully meet their needs.
• Strong ability to independently maintain a high level of accuracy and proficiency in all aspects of account maintenance.
• Prefer candidate with Bachelor’s degree or additional equivalent experience.
• Highly motivated with the ability to work as a team player and also as an individual contributor.
• Able to acquire the expertise, knowledge and information to effectively solve customer’s issues
• Training and/or sales experience a plus.
• Remote candidates need to have ability to run DSL (preferably Comcast) from their residence.
• Bi-lingual Spanish speaking candidate a plus
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