Employer Services Analyst

Employer Services Analyst

Full TimeProfessional

Orlando, FL, Maitland, FL, US

SUMMARY:
Alegeus is the market leader in consumer directed healthcare solutions, offering the industry’s most comprehensive platform for the administration of healthcare benefit accounts, the industry’s most widely-used benefit debit card, and powerful engagement solutions to help consumers maximize savings and optimize spending for their healthcare. Over 300 clients – including health insurance plans, third party administrators and financial institutions – leverage Alegeus’ deep expertise and proven technology to administer benefit accounts for more than 29 million members and process more than $8.9 billion in consumer healthcare payments annually. As the healthcare and benefit markets continue to evolve, Alegeus delivers solutions that enable clients to evolve their service offerings, operate their businesses more efficiently, and focus on their customers. 

Alegeus is part of the Vista Equity Partners portfolio of companies, working in partnership with the market-leading technology investment firm to reinvent the consumer directed healthcare marketplace. Our talented associates benefit from this partnership through increased capital for strategic investments, access to exceptional toolkits, best practices and resources for success, and strong cultural and value alignment focused on talent development and growth.

Alegeus seeks an Employer Service Analyst to join their dedicated and passionate Employer Services team. 
The Employer Services Analyst protect our and our clients’ revenue when servicing clients by resolving problems accurately, efficiently, and at the root cause. Employer Services strives to resolve issues and questions in a timely fashion, while taking advantage of the interaction to educate stakeholders on the value proposition of our clients’ products and services.

MAJOR RESPONSIBILITIES: 

• Assists and resolves employer HR VPs, HR generalists, CFOs, and other strategic decision makers including, brokers, account managers and client leaders with inquiries and requests for assistance via email and phone.   Employer Services Analyst are able to create meaningful relationships of trust with clients and ensure resolution at the root cause in a proactively. Ability to identify trends and issues and proactively address issues as well as ensure clients are taking advantage of best practice solutions.  Creates trusted relationships with contacts, educating employers and contacts to reinforce value proposition and promote self-service.   Provides service to employers in processing eligibility updates, including new hires, changes and employee terminations. 
  Assists in with timing of HSA deposits in addition to complex reconciliation of payroll file funding, troubleshooting EDI errors and sFTP issues.  Develops a deep understanding of clients’ plans, needs & expectations. Develops an understanding of eligibility and claim integration to ensure cohesive employer experience. Is able to identify integration and technical issues and drive resolution with internal technical support, development and leadership teams.  Develops a deep understanding of Alegeus proprietary platforms. Develops a deep understanding of Health Reimbursement, Flexible Spending and Health Savings Account.   Supports internal and external clients in member level escalations to ensure the member experience is protected.  Manages escalated customer service inquires by employers by hearing the customer, identifying the root cause of the issue, and taking steps to ensure the issue is resolved in a timely manner, providing consistent follow up to the organization.  Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures.  Maintains a high-level of productivity required of a fast paced, high volume contact center.  Trains and onboards new hires, demonstrating a commitment to Alegeus values while honoring Client service culture. Coaches and fosters the success of newer team members.  Works with clients to maintain them informed and provide read out of issues, de-escalate and manage to resolution issues w/ ability to de-escalate provide root cause analysis and recap open items throughout the week.  Conducts training webinars consistent with goals of educational service model.  Attends weekly calls with employers and account manager to track and maintain issue logs and ensure open items are resolved in a timely fashion at the root cause.  Works with internal partners to achieve cross-departmental resolution. 

EDUCATION/EXPERIENCE:

• Bachelor’s degree or equivalent education and/or work experience preferred. Minimum of one-year customer service to employer contacts, senior management and business decision makers.  Minimum of 6 months leadership experience in a team lead, supervisory or management roll w/ proven track record of success.  Experience in the Health Savings Accounts, Health Reimbursement Arrangement, Flexible Spending Account field or in highly regulated markets such as financial services, investment management or healthcare preferred 

SKILLS/KNOWLEDGE:

• Highly analytical and ability to identify proactively issues and solve at the root cause.  Proven ability to de-escalate and manage escalated issues and clients Ability to coach and lead team mates to deliver best in class service. Demonstrated ability to inspire team mates, manage workflow assignment, and maintain high volume of contacts.   Demonstrated ability to thrive in a fast-paced environment while maintaining a calm demeanor under pressure or when unexpected issues arise. Demonstrated ability for Account Management.  Experience using customer service center technology including call center desktops, ticketing systems, and files.  Proficient in MS Office programs, including: Outlook, Word, and Excel Excellent oral and written communication skills. Proficient in WebEx