Supervisor, Care Advocate

About Accolade
Accolade (Nasdaq: ACCD) provides millions of people and their families with an exceptional healthcare experience that is personal, data driven and value based to help every person live their healthiest life. Accolade solutions combine virtual primary care, mental health support and expert medical opinion services with intelligent technology and best-in-class care navigation. Accolade's Personalized Healthcare approach puts humanity back in healthcare by building relationships that connect people and their families to the right care at the right time to improve outcomes, lower costs and deliver consumer satisfaction. Accolade consistently receives consumer satisfaction ratings over 90%. For more information, visit accolade.com.

Role overview

As a steward you will be leading, supporting and coaching a team of 10 - 15 Accolade Health Assistants, as well as leading by example as an Accolade Health Assistant. Your role will enable your team to give great customer care, develop and grow your team, and help them meet their performance objectives. Our stewards are hands-on working leaders who have a passion for service excellence.

A day in the life...

Manage the Team

• Responsible for performance management coaching to develop a team of Accolade Health Assistants and support them in meeting their performance objectives
• Clearly define and understand behaviors through observations and data delivering in 1:1 feedback sessions with team and escalating themes and trends
• Responsible for timely reviews and approvals of team's attendance and timecards
• Supports in hiring, developing, and retaining top talent

Manage the Business

• Supports in driving defined metrics to deliver on customer performance guarantees
• Responsible for handling live escalations
• Partners with Senior Stewards to identify and communicate risks to stakeholders and resolve problems to ensure member service quality is maintained at the highest level

Career Development and Growth

• Advocates for continuous training, learning and development
• Recognizes and develops talent

What we are looking for...

• Bachelor's Degree and/or 5+ years of relevant experience
• Excellent communication, leadership, and interpersonal skills
• Strong critical thinking and problem solving
• 1+ years of relevant, progressive management experience (and demonstrated success):
• Managing a team in a high-touch service environment (preferably with an inbound/outbound telephonic component and/or healthcare-related); including motivating team members to high-performance and achievement of specified goals
  • Operational process execution
  • Recognizes and develops talent
  • Creating a team environment which results in open communication, behavior consistent with company values, and group inter-dependency
• Successful tenure as Accolade Team Lead may substitute for Management experience above.
• Proficiency in Microsoft Office
• Bi-lingual (Spanish) is desired

Salary- $59,500-$70,000

Benefits

• Comprehensive medical, dental, vision, life, and disability benefits, including access to Accolade Advocacy, Accolade Care, and Accolade EMO.
• HDHP medical plan with generous employer contributions towards an HSA
• 401(k) Retirement Plan with matching employer contributions
• Open Time Off
• Generous Holiday Schedule + 5 floating holidays
• 18 weeks of paid parental leave
• Subsidized commuter benefits programs
• Virtual access to coaching, self-care activities, and video-based therapy and psychiatry through Ginger
• 1 Volunteer days per year
• Employee Stock Purchase Plan (ESPP) w/ employee discount

We strongly encourage you to be vaccinated against COVID-19.

Our people are the Heart of Accolade

Together, we are building a great and enduring business that truly makes an impact. At Accolade, we are committed to building a workplace where all can grow and thrive. We do this by living our core values:

Member Obsessed

For everything we do, we ask ourselves: Is this going to make our member's life measurably better?

Be Fearless

We think differently. We do what's never been done. We are reinventing healthcare every step of the way.

Stronger Together

We honor the differences among one another and know that our unique perspectives drive us forward.

Genuine Care

We care deeply about the human beings we work with and serve. We have each other's back.

Embrace Reality

We bring the data, tell the truth, and trust each other.

Relentless Execution

We operate with a bias for action. Take initiative, move fast & have fun.

Accolade is an Equal Opportunity and Affirmative Action Employer committed to advancing an inclusive environment for all qualified applicants and employees. We provide employment opportunities, without regard, to any legally protected status in accordance with applicable laws in the US. We are committed to help ensure you have a comfortable and positive interview experience.

Accolade, Inc., PlushCare, Inc., and Accolade 2ndMD LLC will never ask you to pay to get a job. Anyone who does this is a scammer. Further, we will never send you a check and ask you to send on part of the money or buy gift cards with it. These are also scams. If you see or lose money to a job scam, report it to the Federal Trade Commission at ReportFraud.ftc.gov. You can also report it to your state attorney general.

To review our policy around data use, visit our Accolade Privacy Policy Page. All your information will be kept confidential according to EEO guidelines.

RSRACC

Accolade