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.
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Role overview
The Specialist, Knowledge Content supports the delivery of high-quality customer and member experiences from Day 1 throughout the lifecycle of the customer relationship. With a primary focus in areas such as Configuration & Maintenance, Quality Assurance, and/or Validation, this person will analyze, configure, maintain, test, and make continuous improvements to enable the Accolade Front Line Care Team to support members and member self-service in the Accolade applications. This person will establish positive working relationships and support the development and evolution of implementation and ongoing maintenance materials and processes.
A day in the life...
- Develop subject matter expertise and perform activities related to one or more content focus areas, such as:
- Configuration & Maintenance - analyze, build, and maintain high quality, standardized benefit content and content frameworks and make continuous improvements
- Quality Assurance - perform in depth analysis to ensure customers are configured correctly and content is accurate, complete, clear, and created in accordance with Accolade's brand, voice, style, and tone
- Validation - complete end to end testing of partner solutions, transparency, and go live readiness activities including Accolade technology and processes
- With guidance and support, support the delivery of a best-in-class knowledge content experience:
- Support the development of collaborative relationships with internal partners and stakeholders
- Work cross-functionally to ensure internal teams have the information needed to provide high-quality service
- Complete implementation activities on time with high quality for new customer launches, expansions, and renewals
- Help identify gaps, propose solutions, and support resolution of gaps
- Ensure content is accurate and consistent with Accolade tools and style guides
- Manage, maintain/build, and/or review internal and customer-facing content
- Triage, respond to, and resolve content tickets (JIRA) in a timely manner
- Provide regular status reports on progress, share areas of risk/concern, and deliver quality results within time constraints
- Provide technical support to Knowledge Content teammates on content and/or implementation validation applications
- Openly share knowledge and expertise with the team including recommendations for continuous team improvement
- Participate in cross-functional initiatives as required
What we are looking for...
- Equivalent of a bachelor's degree and/or 1-3+ years progressive experience in a related industry
- Experience with the US health care industry - understanding of benefit content, practices, and processing; ability to navigate/understand health plan and benefit documentation
- Experience in healthcare content/knowledge management with the ability to simplify industry jargon and complex benefits
- Experience with Quality Assurance processes and content management/document management tools
- Strong written and verbal communication skills with proven ability to work independently, as well as across functions at multiple levels
- Strong technical aptitude - working knowledge and experience with MS Office suite, plus the ability to learn new tools, as necessary
- Experience with business analysis and reporting tools (such as Excel, SQL, etc), including the ability to work with high volumes of data records, analyze trends, and create reports and dashboards, is highly desirable but not mandatory.
- Ability to perform well under pressure, adapt to change, and meet deadlines in a fast-paced, dynamic, evolving environment
- Detail-oriented, inquisitive, problem-solving in nature; good critical thinking and conflict resolution skills
- Proven ability to roll up your sleeves and make a contribution quickly
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
- 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