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
The Manager, Customer Support, reporting to Senior Manager, Customer Support, acts as a liaison, consultant, and partner to deliver to Customers under dedicated support a seamless support experience. This individual will assist with the overall execution of the company's business plan and achievement of its strategic objectives. You’re a proven, hands-on leader who has a passion for achieving a high-performing service model. You will influence and partner cross-functionally with team members from Operations, Product, Customer Success, and Engagement Solutions, and leverage other teams within the organization as needed. Demonstrating our cultural cornerstones while fulfilling this role is essential.
A day in the life…
-
Establish and prioritize objectives to ensure synchronized processing and handling of tickets within established turnaround times for the dedicated customers.
-
Directly responsible for team meeting all performance and metrics goals.
-
Administer coaching for team members to ensure alignment on performance expectations.
-
Deliver annual performance reviews and quarterly check in’s with team members to ensure proper performance levels are met and team career progression opportunities are communicated.
-
Proactively provide customer insights and possible customer improvement opportunities - based on data and trends – for both internal and customer-facing discussions and strategic planning
-
Assist in effective decision-making and ensure alignment and prioritization across business units.
-
Ensure cross-functional alignment across internal business units and external Health Plan Partners
-
Define process for reporting on progress, as well as identifying and addressing risks and interdependencies
-
Support Sr Leadership team in aligning short-to mid-term strategies to support overall dedicated Segment strategy
-
Drive operational excellence through identification and execution of opportunity areas that create efficiency, remove obstacles, or create improved processes and approaches to the business
-
Serve as customer SME for other cross-functional teams; including COR, Practice Leads, Operations, Claims & Benefits, Engagement Solutions, etc.
-
Collaborate cross-functionally providing service expertise to our Learning & Development team for training materials, new hire learning experience, and Development Center processes, etc. (based on customer learnings and process enhancements)
-
Serve as the voice of operations to internal teams, customers, and external strategic partners
-
Regularly review trends in operational results; formulate and present insights both internally and to our customers
-
Collaborate with others in the Customer Care team to solve for gaps/shortfalls and escalations in our service model
-
Influence the Health Assistant community by providing the necessary insights to help team members understand how their activities connect to the business goals
-
Champion the Accolade culture
-
Foster a supportive and inclusive work environment that values everyone for their unique skillset and background
-
Drive continuous improvement
-
Support the successful implementation of company-wide initiatives
-
Identify and lead operational projects that help us improve our service capabilities
-
Solicit and share feedback with peers and leaders
What we are looking for…
Critical core competencies for successful performance in this role are:
-
Highly developed communications skills (written/verbal) and interpersonal savvy
-
Results/action-orientation; project management skills
-
Organizational and political agility; developed negotiation skills
-
Able to successfully navigate within varying degrees of ambiguity in a fast-paced environment
Qualifications
-
Degree in Business Administration or related field or bachelor's degree and equivalent combination of prior relevant experience; 7-10+ years’ experience in corporate environment
-
Minimum 5+ years of Management Experience
-
Strong personal presence and interpersonal skills
-
Proven track record of effectively interacting with senior management
-
Applicable/transferable experience:
-
Health Plan Experience Preferred
-
Business Strategy Experience recommended
-
Creatively solve problems for which the answers aren’t always obvious
-
Excellent written and verbal communication skills with proven ability to communicate with and influence individuals at various levels within the organization
· Ability to work strategically and collaboratively across departments
-
Detail oriented, inquisitive, self-starter, and highly entrepreneurial
-
Very hands-on in defining objectives and producing deliverables in a fast-paced environment
-
Demonstrated problem solving experience with experience providing business insights and recommendations
-
Domestic travel to onsite
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
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.
Accolade
What We Do
Accolade connects the widest array of personal health data and programs to present a single point of entry to the most effective health and benefits resources, using a unique blend of compassionate advisors, clinical experts and intelligent technologies.
Why Work With Us
We are a team that wants to make a difference in the world. This can be felt in the relationships we build with our members, and in the innovations we bring to healthcare. You won’t find egos or office walls here. Just people who believe in honesty, doing the right thing, making an impact, and having fun.
Gallery
.png)
_0.png)
