Implementation Project Coordinator

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

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

How you can make a difference  

The Implementation Project Coordinator is responsible for overseeing, supporting and completing operational and service tasks from cross-functional teams during the implementation and ongoing client lifecycle for all products across all systems with minimal supervision and significant latitude for independent action and discretion. This role also serves as a mentor to peers, using combination of interpersonal communication, the ability to navigate software systems and a strong sense of initiative to successfully execute. This role requires initiating and leading on process definitions, documentation, and training team members. This role may be client facing, acting as a contact for the client and other external stakeholders by managing and coordinating a large volume of implementation projects. This role also coordinates, manages, and/or leads other internal projects in collaboration with other cross-functional teams.

What you’ll be doing 

Escalation and Support:  

• Serve as an escalation point of contact. 
• Monitor, assign and work escalations for prioritization. 
• Support CIS team members on complex client calls acting as a Subject Matter Expert (SME).   

Process Improvement:  

• Proactively identify risks and efficiency improvements in current practices, propose alternative solutions, and execute revisions.  
• Create new, revise existing, and propose process documentation as new functionality or processes are deployed and as you see inconsistencies. 
• Take the lead on monitoring process changes to ensure ongoing documentation is updated. 

Manage and Route Requests:  

• Manage and route requests received for administrative work, including initial configuration and maintenance of client accounts, plan changes, funding, billing, system settings and audits. 

Plan Configuration:  

• Review client setup configuration to ensure plan designs are in compliance with applicable laws and system abilities. 
• Configure client and plans in all HealthEquity systems for all product lines, for new clients, renewing clients and ongoing maintenance. 
• Review client configurations for routine audits as defined 

Monitoring and Reporting:  

• Take the lead on monitoring the work efforts of our team, identify trends requiring attention, and ensure compliance with processes.  
• Run reports as identified by leader to provide to broader leadership team and external teams. 
• Prepare plans for routine audits and provide supporting documentation for internal HealthEquity, SOC and SOX audit cycles. 

Training and Development:  

• Train internal and cross-functional teams on revised or new functionality. Ensure documentation used by supporting administrative teams is current and detailed.  
• Organize training for team members. 
• Mentor peers and act as a   SME on administrative processes. 

Quality Assurance:  

• Perform quality reviews and provide feedback and suggestions on performance to Operations team.  
• Run calibration meetings to align teams with processes and expectations. 
• Analyze data to identify and interpret trends, providing actionable insights for strategic decision-making. 
• Create and maintain quality forms and reporting. 

Project Management:  

• Monitor project activity to ensure defined processes are followed. 
• Manage projects ranging from Implementations, internal and cross-functional team projects, and projects specific to Process & Procedures and Training (updates and maintenance) as defined by leader. 
• Act as a conduit between the client, brokers and internal partners in finding the right solutions. 
• Actively participate in special projects as requested by leadership, including but not limited to attending meetings. 
• Develops project charter that includes requirements and objectives from initiation to delivery of a project. This entails interfacing with organizational leaders to define scope to meet objectives and develop project schedules. 
• Drives project progress throughout the life cycle of the project in addition to preparing, maintaining and updating project plans, agendas and systems set-up for projects.  
• Coordinates project meetings, meeting minutes, status reports, risk logs and other administrative duties related to assigned projects. Updates the project plan and provides project updates to leadership on a regular basis. Manages ongoing communications, timelines, and deliverables meeting client expectations, including educating clients on how to manage and navigate their portals and impacts to their employee population. 

Technical/Development Activities:  

• Prepare User Acceptance Testing documentation to support test scenarios. 
• Test scenarios on lower environments to ensure development changes work as planned. 
• Identify issues and propose solutions. 
• Participate in process improvement requirements gathering with cross-functional teams.   

Employee Development:  

• Support employee development efforts by providing feedback on related issues to your leader.  
• Maintain current awareness of company products and services to effectively monitor and analyze the quality of our teams. 

Backup Support: 

• Serve as a backup to other team members /Supervisor/Manager in their absence. 
• Ability to work regular overtime (such as extended hours or additional shifts) is essential. Overtime may be scheduled in advance or on-call depending on business need.

Additional Responsibilities:

• Proactively notify leadership team of system or process roadblocks.  
• No formal supervisory responsibility entailed; however, this position serves as a resource for other employees. This role is responsible for scheduling, assigning, coordinating, directing and reviewing the work of operations team members and must be able to influence decisions in matrix organization.    
• Responsible for documenting and supporting file configurations, as needed. 
• Accelerates company growth by thinking beyond the norm and contributing new ideas. 
• Perform other duties as assigned. 

What you will need to be successful

• Bachelor’s Degree in business or technology, or equivalent work experience.
• 3+ years of experience in implementations, client service, or operational role. 
• 1+ years of experience with special projects; possess project management skills and effective project tracking skills. 
• Knowledge of HealthEquity systems is preferred (Classic or V5)
• Consumer Directed Benefits or financial industry experience is ideal.  
• Ability to work well autonomously and as a part of a cross-functional team.  
• Willingness to provide direction to others . 
• Strong attention to detail.  
• Strong self-starter and self-motivator.  
• Flexible and adaptable based on needs of team and evolution of the role.  
• Ability to quickly and effectively redirect attention.   
• Willingness to go above and beyond to contribute to the team’s success.  
• The ability to maintain confidentiality of sensitive information.  
• Proficiency in business and communications software (Teams, Word, Excel, PowerPoint, common Windows operating systems, and Outlook) is required. Experience with Workfront, Salesforce, Visio and other project management tools is preferred.  
• Effective written and verbal communications and ability to offer professional coaching to our clients on our services and willingness to provide direction to team members. 
• Ability to learn new products, services and processes. 
• Ability to maintain professional composure. 

This is an hourly/non-exempt position: At this time we are unable to hire hourly roles within the following areas: Alaska, California, Hawaii, Nevada, New Jersey, New York, Oregon & Rhode Island.

#LI-Remote

This is a remote 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 

• 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 

Why work with 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. 

You belong at HealthEquity!

HealthEquity, Inc. is an equal opportunity employer, and we are committed to being an employer where no matter your background or identity – you feel welcome and included. We ensure equal opportunity for all applicants and employees 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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