Job Information
HEALTHEQUITY, INC. Supv Service Assurance in DRAPER, Utah
Supv Service Assurance Job Locations
US-Remote
Overview
We areCONNECTING HEALTH AND WEALTH.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... Fo r full info follow application link.
