Partner Support Coordinator

About the role/team

A Partner Support Coordinator ensures a positive customer experience by assisting partners with managing their health payment plans within contractual obligations. Acting as a liaison between the partner and Wex's internal teams, this role uses critical thinking and research skills to answer questions and resolve consumer and employer inquiries while adhering to HIPAA, HITECH, Red Flag Rules and other regulations.
At times, part of the role will include cross training and assisting our other internal teams to ensure we can provide the best service possible. Our internal teams will often work together to accomplish our goals in servicing our partner.

How you'll make an impact

• Assist the partner via tickets, emails and phone calls.

• Review claims, their denials and substantiation documentation.

• Answer questions regarding enrollment and participant status.

• Import forms for processing.

• Review file errors.

• Reopen accounts.

• Troubleshoot tech issues.

• Review identity verification documents.

• Create, update and maintain process documentation.

• Train new hires and refresh existing team members.

• Work manual update projects.

• Document trends to support product quality and development.

• Handle escalated situations and report, as necessary.

• Cross-train to assist internal teams

Experience you'll bring

• 1 - 2 years experience supporting Health Savings Accounts, Flexible Spending accounts and Health Reimbursement Arrangements preferred.

• 1 - 2 years experience in training and customer service preferred; or equivalent combination of education experience.

• Bachelor's Degree in Education, Business, Communications or related field preferred.

• Computer proficiency required. Excellent written, oral and interpersonal communication skills.

• Ability to work in a fast-paced professional environment.

Detail-oriented with excellent analytical and investigative skills