Accolade at a glance
Accolade is a personalized health and benefits solution that dramatically improves the experience, outcomes and cost of healthcare for employers, health plans and their members. With a unique blend of compassionate advisors, clinical experts and intelligent technologies, we engage individuals and families in their health, establish trust, and influence their decisions at every stage of care. Accolade connects the widest array of personal health data and programs to present a single point of contact to the most effective health and benefits resources, while coordinating with providers at every step. Accolade consistently achieves 70 and higher Net Promoter Scores, 98% consumer satisfaction ratings, and up to 15% employer cost savings. Accolade has been recognized as one of the nation's 25 most promising companies by Forbes, a fastest-growing private healthcare company by Inc. 5000, and is consistently rated a Top Workplace across the country. For more information, visit accolade.com.
As a supervisor of a team of Claims and Benefits Specialists, you will be instrumental in helping them meet their performance objectives, all of which are consistent with Accolade's over-arching goals: superior customer experience and the helping clients make better healthcare decisions. The position requires a blend of skills, including: an understanding of the health care insurance delivery system; talent recognition and development; client/service orientation; excellent communication, leadership and inter-personal skills; highly developed critical thinking; strong problem solving; commitment to ongoing learning; and demonstrated good judgment. The Specialist Steward role is essential in ensuring that the Accolade culture is ingrained in the every-day life of their team, i.e. teamwork and inter-dependence, open and constructive communication, empowerment of front-line and ongoing process improvements (client-focused quality).
A day in the life
Direct supervisory responsibility for team of 8-12 Claims and Benefits Specialists
Ensure that all necessary client related activities are completed in a timely manner consistent with Accolade's high standards
Work closely with each Specialist, to maximize performance and to remove any "barriers to success" that may exist
Work in collaboration with the Claims and Benefit program directors (subject matter experts) to support and reinforce the Claims and Benefits business processes and health plan partnerships
Develop all team personnel, including the up-skilling of team members in the following areas: claims and benefits knowledge; the Accolade Operating Principles; day-to-day work management and mentoring/coaching skills of team leads. Create an atmosphere within team that is consistent with Accolade culture
Apply critical thinking and judgment to know when to engage and coordinate with the right expert resources within Accolade to meet client/team needs
Continuously learn and improve upon best practices to meet clients/team needs; drive process improvement in the delivery of Specialist (and overall Accolade) services
What we are looking for
A thorough understanding of health care insurance delivery system including:
Medical Benefit administration including PPO, HMO, and high deductible (HRA/HSA) benefit plan knowledge
Medical Claims processing
Health plan medical policy
Bachelor's Degree or equivalent education
5+ years of relevant, progressive experience
5+ years' experience and demonstrated success managing front-line staff in a high-touch service environment (preferably with an inbound/outbound telephonic component and/or healthcare-related); including achievement of specified goals
5+ years' experience and demonstrated success recognizing and developing talent
5+ years' experience and demonstrated success in creating a team environment which results in open communication, behavior consistent with company values, and group inter-dependency.
Successful tenure as Accolade Team Lead
What is important to us
Creating an enduring company that is hyper-focused on our culture and making a meaningful impact in the lives of our employees, members and customers. The secret to our success is:
We find joy and purpose in serving others
Making a difference in our members' and customers' lives is what we do. Even when it's hard, we do the right thing for the right reasons.
We are strong individually and together, we're powerful
Trusting in our colleagues and embracing their different backgrounds and experiences enable us to solve tough problems in creative ways, having fun along the way.
We roll up our sleeves and get stuff done
Results motivate us. And we aren't afraid of the hard work or tough decisions needed to get us there.
We're boldly and relentlessly reinventing healthcare
We're curious and act big - not afraid to knock down barriers or take calculated risks to change the world, one person at a time.