Supv Service Assurance

Our mission is to SAVE AND IMPROVE LIVES BY EMPOWERING HEALTHCARE CONSUMERS. Come be part of remarkable.

How you can make a difference

As a Service Assurance Supervisor, you will play a crucial role in supporting the Operations and Service Experience teams by ensuring the consistent delivery of solution-oriented customer service and operational support. With a focus on collaboration and facilitating effective communication, you will lead the Service Assurance Evolve program, helping teams engage with both direct member and client interactions as well as backend processes.

In this role, you will collaborate closely with cross-functional teams to design and implement strategies that define success in operations. By facilitating meetings and guiding discussions, you will help align the Service Assurance Program's goals with organizational objectives. Your leadership will make a difference by ensuring that teams are well-equipped to deliver outstanding customer experiences and meet operational targets.

By fostering open communication and driving the development of the Service Assurance Program, you will contribute to creating a culture of continuous improvement and exceptional service delivery.

What you'll be doing

Upholding Operational Performance: Act as a neutral third-party to implement, monitor, and audit operations performance, ensuring high levels of job performance through data-driven insights and oversight.
• Collaborating with Stakeholders: Work closely with various stakeholders to foster strong relationships and improve overall performance across teams.
• Reviewing Integrations and Reporting: Select and review sample data for accuracy, compliance, and performance, providing actionable recommendations to enhance the stakeholder, member, and client experience.
• Developing and Executing Service Assurance Programs: Design, develop, and implement the Service Assurance program for Member/Client Services and Operations teams to ensure consistent, high-quality service delivery.
• Managing Team Staffing and Scheduling: Oversee the staffing, scheduling, and workflow of the Service Assurance team to ensure resources are optimized for maximum effectiveness.
  Driving Efficiency Metrics: Define, track, and drive key performance and efficiency metrics to continuously improve overall operations.
• Leading and Coaching Direct Reports: Conduct regular one-on-one meetings, performance reviews, and coaching sessions with direct reports to promote growth, development, and high performance.
• Developing Team Capabilities: Mentor and develop direct reports to build problem-solving skills and enhance service delivery, ensuring exceptional support for internal teams.
• Collaborating with Department Leaders: Work closely with department leaders to identify areas for improvement in service delivery and recommend impactful changes.
• Partnering with Service Assurance Management: Collaborate with the Service Assurance Manager to pinpoint efficiencies and streamline processes across the organization.
• Facilitating Calibration Sessions: Lead regular calibration sessions to ensure consistency and alignment of quality standards across departments.
• Representing Service Assurance in Client Meetings: Act as the Service Assurance representative in client-facing calibration calls, ensuring clear communication and alignment with client expectations.
• Managing Reporting and Audits: Prepare and present monthly reports, including dispute tracking, audits, and coaching documentation, to drive continuous improvement.
• Tracking and Reporting Performance Metrics: Monitor daily, weekly, monthly, and quarterly performance metrics related to Service Assurance and provide detailed reports to senior management.
• In this role, you'll emphasize collaboration and facilitate meetings to ensure that departments are aligned and performance goals are consistently met, driving improvements across the organization.

What you will need to be successful

• Strong ability to analyze data, solve problems, and pay close attention to detail. You must be able to research issues thoroughly and uncover key facts to resolve challenges effectively.
• A positive, professional attitude with excellent interpersonal skills. You should be able to work collaboratively in a team environment with individuals from diverse backgrounds and levels to achieve common goals.
• Strong data entry skills, along with proficient reading and math skills, are essential for accurate and efficient performance.
• A strong background in customer service is crucial for success in this role, ensuring a focus on delivering high-quality support and experiences.
• Demonstrated ability to adapt to changing business needs and demands is key to thriving in a dynamic environment.
• Strong working knowledge of Microsoft Office products (Excel, Word, PowerPoint, etc.) is required for effective reporting and communication.
• A college degree or 3-5 years of leadership experience is necessary to bring the knowledge and skills needed to excel in this supervisory role.
• Your success in this role will depend on your ability to collaborate effectively, lead teams, and adapt to the evolving needs of the business, while ensuring that high standards of service and performance are consistently met.
  
  

#LI-Remote

This is a remote position.

The compensation range describes the typical minimum or maximum base pay range for this position. 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
• Uncapped paid time off
• Adventure accounts
• 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 for 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.

Come be your authentic self

HealthEquity, Inc. is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants 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.

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