Manager, Healthcare Card Operations

Job Description:

As Manager, Healthcare Card Operations, you will be a member of the Fidelity Healthcare Operations team. You will lead a diverse Card Operations team and create a motivational atmosphere that leads by training, coaching, monitoring and providing feedback.

You will be responsible for the day-to-day card operations and manage a team that resolves member service-related issues related to refunds, disputes, and card replacements. The role will manage the workflow of tickets required for problem resolution and provide supervision of the core daily functions including transmissions of files between Fidelity and the vendors, reviewing, and reconciling daily reports, and managing daily issue resolution.

You will create and ensure quality controls; be responsible for proactively managing department and team level service level agreements and KPIs; and research, develop, and update written procedures.

You will provide continued feedback and recommendations to the department leadership relative to overcoming any operational deficiencies by identifying alternatives to current business practices and strategies.

The Team

This role is in the Healthcare Operations organization, working with the Director, Healthcare Operations to develop and expand the operations for Fidelity Healthcare Card capabilities. You will help create key operational support, documentation and processes that will improve the efficiencies of the existing team and will be foundational for the future state of the organization.

The Expertise You Have

• 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.

• 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

• Program Management: You will be responsible for oversight of the daily operations and support a team that manages daily reporting, file transmission and resolves member service-related issues related to refunds, disputes and replacements through strong operations knowledge and problem-solving techniques.
• Communication: You will provide strong leadership, communication, problem-solving, and analytical abilities, along with proficiency in relevant software and a deep understanding of card processing operations and compliance
• Problem Resolution: You will act to provide daily oversight of the operations for all aspects of the Card operations team and provide support for internal processes.