Operations Analyst I, Knowledge Content

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.

As our Operations Analyst I, Knowledge Content, reporting to Mgr, Knowledge Content Implementation, you will be responsible for sourcing, analyzing, and maintaining quality customer/customer partner content to enable the Accolade Front Line Care Team to support members. With a primary focus in areas such as Customers and Vendor Partners, Carriers and Third-Party Administrators (TPAs), Pharmacy Benefit Managers (PBMs), and/or Quality Assurance, this person will establish positive working relationships and assist in the creation and evolution of integration and ongoing maintenance materials and processes. Additionally, this individual is responsible for participating in cross-functional projects and initiatives to provide content expertise across the business.

A day in the life…

• Serve as a subject matter expert in one or more content focus areas, such as:

  • Customers and Vendor Partners

  • Carriers and Third-Party Administrators (TPAs)

  • Pharmacy Benefit Managers (PBMs)

  • Quality Assurance

• Establish collaborative relationships with customers/customer partners and internal stakeholders

• Lead discussions on an integrated delivery model between Accolade and customers/customer partners resulting in agreed integration details, artifacts, and process

• Act as a liaison cross-functionally to ensure internal teams have the information needed to provide high-quality service

• Complete and deliver implementation artifacts on time with high quality for new customer launches, expansions, and renewals

• Identify and resolve gaps

• Ensure content is consistent with Accolade tools and style guides

• Provide regular status reports on progress and raise risks

• Manage, maintain/build, and/or review internal and customer-facing content for new customer implementations on an ongoing basis

• Triage, respond to, and resolve content tickets (CFQs) in a timely manner

• Identify and recommend continuous improvement initiatives; leverage senior team members to support scoping of work, identifying of desired outcomes, and development/execution of deliverables

• Participate in cross-functional initiatives as required

What we are looking for…

• Equivalent of a bachelor’s degree and/or 3+ years progressive experience in a related industry (for a PBM-focused role, PBM experience is required)

• Strong understanding of benefit content, practices, and processing; ability to navigate/understand and explain health plan and benefit documentation

• Experience in healthcare content/knowledge management with the ability to simplify industry jargon and complex benefits is a big plus

• 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 – internally and externally

• Strong technical aptitude – working knowledge and experience with MS Office suite, plus the ability to learn new tools, as necessary

• 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

• Flexi Pass Card per month or Multisport Card

• Parental benefits

• Virtual hospital service uLekare.cz

• Ginger Emotional Support app (www.ginger.com)

• Udemy Business Platform for Hard/Soft skills training

• Carrott - support on family forming journey (www.get-carrot.com)

• Office events-workshops, tournaments, competitions, raffles, team building

• Home office and flexible working hours

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.

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