Supervisor, Care Advocate
Accolade

Job Info

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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

Role overview

In your role you will be leading, supporting and coaching a team of 10+ outbound Care Advocates as well as leading by example. You will lead the team to manage outbound calls to our clients regarding possible services that Accolade offers. Your role will enable your team to give great customer care, develop and grow your team, and help them meet their performance objectives. Our supervisors 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 outbound Care Advocates and support them in meeting their performance objectives.
  

• Clearly define and understand behaviors through observations and data delivering in 1:1 feedback meeting with team and escalating themes and trends.
  

• Responsible for timely reviews and approvals of team's attendance.
  

• Partner with People and Culture Business Partners to provide day-to-day performance management guidance to line management (e.g., coaching, counseling, career development, disciplinary actions)
  

• Works closely with management and employees to improve work relationships, build morale, and increase productivity and retention
  

• Conduct on-going quality evaluations of team members, and coach on opportunities to improve
  

Manage the Business

• Supports in driving defined metrics to deliver on customer performance guarantees.
  

• Handling escalations
  

• Partners with other supervisors to identify and communicate risks to stakeholders and resolve problems to ensure customer service quality is maintained at the highest level.
  

• Ensure cross-functional collaboration with other teams as a direct support function and partner to create a best-in-class member experience
  

Career Development and Growth

• Responsibility for career development and growth of your team
  

• Advocates for continuous training, learning and development
  

• Supports in hiring, developing, and retaining top talent
  

• Ad-hoc tasks based on the business needs
  

What we are looking for...

• Bachelor's Degree and/or 5+ years of experience in a similar position in a sales or customer support environment - healthcare, insurance, pharma or any related sector.
  

• At least 1 year of team-leading experience and demonstrated success in hiring, motivating and developing talent.
  

• Strong communication skills both in written and verbal
  

• Ability to work independently, organize, and prioritize own tasks effectively.
  

• General computer literacy and data analysis skillset.
  

• Excellent communication, leadership, and interpersonal skills.
  

• Strong critical thinking and problem solving.
  

• Operational process execution.
  

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 businessthat truly makes an impact. At Accolade, we are committed to building aworkplace 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

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