Role overview

As an Accolade Care Advocate Quality Assurance (QA) Specialist, you will be a key member of the Quality Assurance Team for our Care Advocates. You will be responsible for monitoring and evaluating client call interactions and associated documentation, documenting performance strengths and weaknesses using QA tools, providing feedback to Stewards 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 Health Plan Health Assistants, Care Advocates, Claims & Benefits staff, 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 Care Advocate Center representatives.
• Review all documentation in client record associated with calls.
• Maintain a thorough understanding and ability to follow established process and procedures for Care Advocates 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 to provide feedback and evaluations in compliance with.

To be successful on this position you should have...

• 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.
• Openness to learn new tools and systems.
• Client focused.
• Ability to set priorities and stay focused.

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.

Prague