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.

Role overview

The Knowledge Content Operations Analyst supports the delivery of high-quality customer and member experiences from Day 1 throughout the lifecycle of the customer relationship. They are responsible for participating in the sourcing, analyzing, and maintaining of customer/customer partner benefits content and data. This person will also partner closely with internal teams and apply knowledge of applications, benefits content, and internal processes to get to root cause and resolve support tickets. 

A day in the life…

• Develop subject matter expertise and perform activities related to US benefits (medical, behavioral health, prescription drug, dental, vision, point solutions, etc.)
• With guidance and support, deliver a best-in-class knowledge content experience:
  • Curate benefits content – read and analyze source documentation, identify and document gaps, partner to resolve gaps; maintain inventory of content assets
  • Complete and deliver implementation artifacts on time with high quality for new customer launches, expansions, and renewals
  • Ensure content is consistent with Accolade tools, style guides, and best practices
  • Triage, respond to, and resolve support tickets within SLAs and in accordance with established best practices; complete root cause analysis
  • Contribute to the development of robust self-service capabilities
  • Support the development of collaborative relationships with internal stakeholders and work cross-functionally to ensure internal teams have the information needed to provide high-quality service
  • Provide regular status reports on progress, share areas of risk/concern, and deliver quality results within time constraints
  • Support the development of automation and AI capabilities
  • Continue to learn and develop subject matter expertise as Accolade’s tools evolve
• Provide feedback to development teams 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 3-5+ years progressive experience in a related industry
• Native English-speaking capability
• Strong and broad knowledge of the US health care industry – ability to navigate, understand, and explain health plan and benefit documentation
• Experience in healthcare content or knowledge management with the ability to simplify industry jargon and complex benefits
• Demonstrated attention to detail, excellent critical thinking and problem-solving skills
• Strong technical aptitude – mastery of Excel, plus the ability to learn new tools, as necessary; ZenDesk, JIRA, SQL and prompt engineering experience highly desired
• Excellent teamwork, communication, organizational, and project management skills
• Experience working with high-performing teams and against tight deadlines while supporting the needs of and communicating with multiple stakeholders
• Proven ability to roll up your sleeves and contribute quickly

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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Prague