Client Trainer II – Fixed Ops
Cox Enterprises
Manager, Healthcare Card Operations
skillventory - A Leading Talent Research Firm
full-time
Posted on:
Location: 🇺🇸 United States
Visit company websiteSalary
💰 $66,000 - $104,000 per year
Job Level
Mid-LevelSenior
Tech Stack
SaltStack
About the role
- Lead a diverse Card Operations team within Fidelity Healthcare Operations to manage day-to-day card operations and resolve member service-related issues (refunds, disputes, and card replacements).
- Manage workflow of tickets for problem resolution; supervise file transmissions between Fidelity and vendors; review and reconcile daily reports; manage daily issue resolution.
- Create and enforce quality controls; manage SLAs and KPIs; research, develop, and update written procedures.
- Provide feedback and recommendations to leadership to address operational deficiencies by identifying alternatives to current practices.
- Help develop and expand operations for Fidelity Healthcare Card capabilities; create operational support, documentation, and processes for future state.
- Collaborate with Director, Healthcare Operations to support operational improvements for Fidelity Healthcare Card capabilities.
Requirements
- 5+ years Expertise in Card Operational product and processes, and technology is required.
- Experience in managing complex operations, including card issuance, transaction processing, fraud management, and dispute resolution.
- Familiarity with card issuance, transaction authorization, card payments, transfers, returns, maintenance, dispute resolution, fraud management, and account closures.
- Core Knowledge of the HSA and Reimbursement Account products.
- Experience supervising and training employees, motivating teams, and ensuring high performance are key.
- The Skills You Bring
- Proven ability to analyze data, identifying trends, and making data-driven decisions to improve operations.
- Ability to maintain strong working relationships via excellent verbal, written and interpersonal skills.
- You offer strong problem solving, analytical and resolution driven skills.
- Ability to offer creative critical thinking and ability to offer outside the box solutions.
- You demonstrate a strong sense of urgency, prioritization, and follow-through and can adapt to changing business needs.
- You will have a solid understanding of XTRAC and/or a work item management process and strong knowledge of Excel, MS Access, & Word
