Specialist, Health Assistant Quality Assurance
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%.
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%.
- As an Accolade Health Assistant Quality Assurance (QA) Specialist, you will be a key member of the Quality Assurance Team for our Health Assistants and operation leaders. You will be responsible for monitoring and evaluating client call and messaging interactions and associated documentation, documenting performance strengths and weaknesses using QA tools, providing feedback to team leaders 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 our internal teams such as Health & Benefits Specialists, 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 Health Assistant Center representatives-
- Review all documentation in client record associated with calls-
- Maintain a thorough understanding and ability to follow established process and procedures for Health Assistant 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 in order to provide feedback and evaluations in compliance with- To be successful on this position you should have- Proficiency in Spanish and English is required-
- 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-
- Client focused-
- Ability to set priorities and stay focused- 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-
- Udemy Business Platform for Hard/Soft s
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Zajímavé nabídky práce v okolí:
Práce Specialist, Health Assistant Quality Assurance: Často kladené otázky
👉 V jakém městě se nabízí nabídka práce Specialist, Health Assistant Quality Assurance?
Práce je nabízena v lokalitě Praha.
👉 Jaká firma nabírá na tuto pozici?
Tato nabídka práce je do firmy Accolade, Inc..