Job Description:
Squad Leader, Associate HIPAA Service Experience
The HIPAA Service Model initiative is a strategic, multi-year, cross-domain objective for the Health Care Group. The vision for the offering is to set the standard for servicing products with Protected Health Information (PHI) that supports expanding relationships with existing clients and winning new ones by empowering associates with relevant information through an intuitive user experience, while maintaining high visibility and transparency into key performance indicators and metrics that matter.
As a Squad Leader for HIPAA Service Experience, you are the end-to-end gatekeeper of the squad mission, strategy, and tactical execution associated with delivering strategic priorities. In an agile structure, you partner with other Fidelity leaders to influence the broader strategic decisions, define roadmaps, and resource requirements, set and refine the mission, and bring together a team of chapter members to complete specific HIPAA Service Model objectives. You ensure that the offering is available, stable, performant, and supported when required and that related cost and maintenance is managed. You ensure alignment on the 'what' and 'when' work is to be performed through ongoing planning and prioritization of a product backlog. You enable squad members to work iteratively, innovate through testing and experimentation and learn from failures while celebrating success. You are committed to developing your own expertise and knowledge to ensure you bring the latest thinking to your role.
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The Team
HIPAA Service Model is aligned to Emerging Products within the Health Care Digital Domain. You will partner with product area leaders & squad leaders within the Health Care Group, PI & FI and aligned squad leaders, scrum masters, and chapter leaders to deliver on the vision for HIPAA Service Model. Key business partners will include WI Client and Participant Services, Health Operations, Technology, Legal, Risk and Compliance.
We are a team of people who care about the customer and their experience when they call our service center. Our mission is to implement a scalable and streamlined service model that enhances the efficiency and effectiveness of our associates while ensuring HIPAA compliance.
The Expertise You have
- Bachelor's degree required
- Combined minimum 10-12 years' experience in one or more of the following fields listed below
- 3-5 years' experience in CRM Platform, across all functions of B2B client service including operations and phone servicing.
- 3-5 years' experience in health care technology development, including delivery of a HIPAA Compliant Platform
- 3-5 years' experience leading cross-functional teams (e.g., UX, Product, Tech) to design, deliver & maintain dynamic digital products & solutions including API development
- Track record translating business problems into technical solutions and experience with delivering complex projects requiring cross organization collaboration
- Experience with Jira and Jira Align
- Bachelor's Degree, minimum; Master's Degree and/or advanced Industry Designations preferred such as Salesforce.com CRM certification(s)
The Skills You Bring
- You take a data-focused approach to understanding customer & business needs, translate strategic objectives into action, and prioritize to improve value delivered
- You grasp sophisticated product features and break them into clear and concise stories with well-defined business value and acceptance criteria
- You have strong product management skills - ability to set a vision, business intuition to prioritize appropriately and lead with clear direction
- You have a strong focus on execution and identify, communicate and remove impediments to progress
- You are capable of leading, influencing, and motivating colleagues without formal authority, and have a track record of building high-performing teams
- You establish and maintain positive relationships as you work collaboratively across Fidelity to deliver business outcomes and seek out the expertise of colleagues
- You have demonstrated the ability to operate in the gray space, comfort with making trade-offs and getting the organization behind the decisions
- You enjoy partnering closely with legal, compliance and regulatory teams to translate regulations into requirements to create efficient tools for our service teams
- You understand API development and can partner with technology teams to help drive business value through technical development
The Value You Deliver
- Anticipating, discovering and prioritizing client / partner needs
- Participating in client meetings/internal leadership meetings to present strategic roadmaps
- Defining, refining, and communicating the squads' mission and roadmap to empower and establish team and partner support and alignment
- Making informed trade-off decisions to strike the right balance between quality, cost, and timelines
- Defining, evaluating, and communicating results against acceptance criteria while removing impediments
- Collaborating and coordinating with chapter leaders and scrum masters to build squad capacity and capability and enabling squad member growth, development and learning
Certifications:
Company Overview
Fidelity Investments is a privately held company with a mission to strengthen the financial well-being of our clients. We help people invest and plan for their future. We assist companies and non-profit organizations in delivering benefits to their employees. And we provide institutions and independent advisors with investment and technology solutions to help invest their own clients' money.
Join Us
At Fidelity, you'll find endless opportunities to build a meaningful career that positively impacts peoples' lives, including yours. You can take advantage of flexible benefits that support you through every stage of your career, empowering you to thrive at work and at home. Honored with a Glassdoor Employees' Choice Award, we have been recognized by our employees as a top 10 Best Place to Work in 2024. And you don't need a finance background to succeed at Fidelity-we offer a range of opportunities for learning so you can build the career you've always imagined.
Fidelity's hybrid working model blends the best of both onsite and offsite work experiences. Having the majority of our associates work onsite is important for our business strategy and our culture. We also value the benefits that working offsite offers associates. Most roles listed as Hybrid will require associates to work onsite all business days of every other week in a Fidelity office. This does not apply to roles listed as Remote or Onsite.
At Fidelity, we value honesty, integrity, and the safety of our associates and customers within a heavily regulated industry. Certain roles may require candidates to go through a preliminary credit check during the screening process. Candidates who are presented with a Fidelity offer will need to go through a background investigation, detailed in this document, and may be asked to provide additional documentation as requested. This investigation includes but is not limited to a criminal, civil litigations and regulatory review, employment, education, and credit review (role dependent). These investigations will account for 7 years or more of history, depending on the role. Where permitted by federal or state law, Fidelity will also conduct a pre-employment drug screen, which will review for the following substances: Amphetamines, THC (marijuana), cocaine, opiates, phencyclidine.
We invite you to Find Your Fidelity at fidelitycareers.com.
Fidelity Investments is an equal opportunity employer. We believe that the most effective way to attract, develop and retain a diverse workforce is to build an enduring culture of inclusion and belonging.
Fidelity will reasonably accommodate applicants with disabilities who need adjustments to participate in the application or interview process. To initiate a request for an accommodation, contact the HR Accommodation Team by sending an email to accommodations@fmr.com.