HealthEquity, Inc.

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Employer Interaction QA Specialist

Employer Interaction QA Specialist

Job Locations 
US-UT-Draper
Category 
Member and Employer Services

More information about this job

Overview

 

 

We are CONNECTING HEALTH AND WEALTH. Come be part of remarkable.

 

How you can make a difference

 

The Reimbursement Accounts Client Interaction QA Specialist will be responsible for overseeing the quality initiatives of HealthEquity’s Client Service department. These responsibilities include calibrating quality scoring to client satisfaction across a group of department leaders. Additionally, this person will pull, review, and report on call information regularly. To succeed in this position the coach would materially increase client satisfaction and specialist performance through quality initiatives. They would also show constant calibration across our department.

 

What you’ll be doing

  • Conduct weekly calibration meetings with department leaders
  • Review and report large amounts of data
  • Pull calls and review them based on client requests
  • Meet with team leaders and individual specialists regularly to provide and guide performance coaching.
  • Aggressively review and coach new hires during the ‘Farming’ phase of new hire training
  • Perform ad hoc quality projects based on department needs
  • Drive key efficiency metrics to improve Ops QA performance.
  • Build Loyalty with your internal clients by delivering excellent service and follow through.
  • Accelerate company growth by thinking beyond the norm and contributing new ideas.
  • Prepare reporting, dispute tracking, audit and coaching reporting on a monthly basis for the Client Interaction QA.
  • Continually strive to improve your knowledge of HCRA, HRA and HSA accounts.

 

What you will need to be successful

  • Passion for service to our customers, internal and external
  • Able to work autonomously without constant supervision
  • Self-motivated / self-starter
  • Must have strong knowledge of Microsoft Office, especially Excel, Outlook, and Word
  • Excellent verbal and written communication skills
  • Previous knowledge of Interactive Intelligence and Oracle CX are a big plus
  • Accelerate company growth by thinking beyond the norm and contributing new ideas.
  • 1+ years’ experience with RA accounts and have become an RA SME
  • Quality Assurance experience.
  • Ability to train, coach and develop RA team members
  • Ability to work well on cross functional teams
  • Flexible and adaptable based on the need of the team and the evolution of the role.
  • Strong attention to detail
  • Proven record of identifying and implementing efficient gains to improve the overall success of a department(s).

 

Benefits and perks

  • Medical, Dental, Vision
  • 401(k) match
  • Paid Maternity/Paternity leave
  • Ongoing education 
  • Tuition Assistance
  • Gym/Fitness Reimbursement
  • Purple with Purpose (paid volunteer time off)
  • HSA contribution and match
  • On site Lunch and Learns
  • Award winning Wellness Program
  • Consumer Driven Healthcare (CDH) education

 

 

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 and build health savings for life. Through our innovative technology and superior service delivery, our members gain valuable insights to better save and spend their healthcare dollars.

 

We firmly believe that our team members drive the success of this company. We hire passionate contributors who enjoy the thrill of pioneering their positions to their full potential. Join us and discover a work experience where the person is valued more than the position, and where are our purple culture drives a remarkable experience.

 

Our advice to you

HealthEquity is fiercely focused on hiring passionate individuals to contribute to our purple culture. If you speak passion, excellence, service, ambition, fun… we want to speak with you! We believe that your personality is as important as your experience and qualifications so when we do have the opportunity to speak together, be authentic, be genuine, be you! Showcase your experience and your passion.

 

HealthEquity, Inc. is a proud promoter of equal opportunities for training, compensation, transfer, promotion, and other aspects of employment for all qualified applicants and employees. HealthEquity, Inc. support Equal Employment Opportunities without regard to sex, race, color, religion, national origin, age, disability, sexual orientation or veteran status when hiring – under federal, state and local laws.