Partner Support Coordinator-1

About the Team/Role 

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.

The base pay range represents the anticipated low and high end of the pay range for this position. Actual pay rates will vary and will be based on various factors, such as your qualifications, skills, competencies, and proficiency for the role. Base pay is one component of WEX's total compensation package. Most sales positions are eligible for commission under the terms of an applicable plan. Non-sales roles are typically eligible for a quarterly or annual bonus based on their role and applicable plan. WEX's comprehensive and market competitive benefits are designed to support your personal and professional well-being. Benefits include health, dental and vision insurances, retirement savings plan, paid time off, health savings account, flexible spending accounts, life insurance, disability insurance, tuition reimbursement, and more. For more information, check out the "About Us" section.Pay Range: $17.00 - $22.00