Specialist, Health Assistant Quality Assurance

at  Accolade Inc

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%.
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%.
As an Accolade Health Assistant Quality Assurance (QA) Specialist, you will be a key member of the Quality Assurance Team for our Health Assistants and operation leaders. You will be responsible for monitoring and evaluating client call and messaging interactions and associated documentation, documenting performance strengths and weaknesses using QA tools, providing feedback to team leaders utilizing audit results, and highlighting compliance, documentation and/or process issues. The primary focus of the role is to ensure consistency in service expectations and process standards are met among our internal teams such as Health & Benefits Specialists, Health Care support staff, and other non-clinical employee interactions. With an eye toward continuous improvement of the client experience, you will ensure adherence to service expectations and process standards as well as provide ongoing feedback to key organizational partners on client satisfaction and client perception.

A day in the life…

• Monitor, evaluate, and score clients interactions (e.g. calls, mobile messages) according to Accolade’s defined internal standards
• Utilize quality dashboards and other automated tools to provide analysis and insights into performance opportunities.
• Listen and research recorded calls to identify rationale for variances and inconsistencies in policy adoption among Health Assistant Center representatives
• Review all documentation in client record associated with calls
• Maintain a thorough understanding and ability to follow established process and procedures for Health Assistant and customers
• Provide feedback and evaluation to Quality leadership regarding trends in variances of established policies, procedures, engagement models
• Ensure call handling compliance with following up on member issues, conditions, contextual red flags and that the client is supported beyond their initial reason for calling
• Based on call calibration analysis, recommend process and policy improvements to reduce costs and inefficiencies
• Identify opportunities for development and work with Learning & Development to create customized learning opportunities
• Consistently meet departmental expectations regarding productivity and calibration
• Participate and complete all relevant training and education for Front Line Care Team employees in order to provide feedback and evaluations in compliance with

To be successful on this position you should have…

• Proficiency in Spanish and English is required
• Experience from a customer care/ call center environment
• Previous experience in a Quality Assurance role and/or proficiency using call recording/monitoring system are preferred
• General computer literacy.
• Excellent knowledge of English language, strong communication skills both in written and verbal.
• Proven communications and interpersonal skills
• Solid business acumen, analytical, and inquisitive
• Self-starter with a “roll up your sleeves” mindset and desire to add value
• Comfortable operating with change and uncertainty
• Client focused
• Ability to set priorities and stay focused

While working in Accolade you will enjoy the following benefits:

• Employee Stock Purchase Plan
• 5 weeks of vacation + personal days
• 1 paid day off for your volunteerism per year
• Sodexo Gastro Pass Card with no contribution
• Home office
• Flexi Pass Card per month or Multisport Card
• Parental benefits
• Yoga classes with a contribution
• Work from abroad up to 4 weeks a year
• Udemy Business Platform for Hard/Soft skills training
• Virtual hospital service uLekare.cz
• Head Space Emotional Support app (www.ginger.com)
• Carrott - support on family forming journey (www.get-carrot.com)

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 committed to being a company that embraces a hybrid work environment where employees can enjoy the best of both worlds - the flexibility to work from home and the opportunity to have a common place to connect, collaborate, and innovate with others in-person. Our hybrid work model requires that employees who live within 40 miles of an Accolade office are required to be in the office for at least two days during the work week. Accolade will provide reasonable accommodation to qualified employees with disabilities or for a sincerely held religious belief.
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.
Prague.
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 committed to being a company that embraces a hybrid work environment where employees can enjoy the best of both worlds - the flexibility to work from home and the opportunity to have a common place to connect, collaborate, and innovate with others in-person. Our hybrid work model requires that employees who live within 40 miles of an Accolade office are required to be in the office for at least two days during the work week. Accolade will provide reasonable accommodation to qualified employees with disabilities or for a sincerely held religious belief.
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.
Pragu

Please refer the Job description for details