Sr Real Time Administrator, Workforce Management

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.

This is a hybrid role located in our El Paso office.

Hourly pay is set at $25.75/hour

Role overview

The Real Time Administrator, Workforce Management is responsible for monitoring service levels across telephony and digital platforms, identifying risks to operational performance, and executing business process to mitigate risks to service. The successful candidate will be proficient in WFM and telephony platforms. This position requires the ability to make decisions independently, and the ability to communicate with all levels of the organization, from entry level to senior management, in writing and verbally. The workload is very detail oriented and central to the delivery of Accolade's services.

A day in the life…

• Monitor real-time demand and key performance metrics (i.e. ASA, Abandons, AHT) and proactively identify and communicate points of exposure

• Follow protocol to deploy resources according to plan, manage service levels, and apply un-planned AHA coverage as necessary in accordance with business priorities

• Monitor AHA activity and occupancy to proactively optimize staff productivity in and out of queue

• Minimize the general over- and under-serving of accounts

• Minimize fire-drills to recover service levels

• Communicate verbally and in writing with AHAs, management, and other departments as necessary to coordinate workforce deployment and schedules

• Update all weekly AHA schedule exceptions (i.e. OOO, meetings, projects, transfers, etc.) and support ad-hoc schedule requests

• Escalate systems-related issues, as appropriate

• Additional WFM tasks & responsibilities as needed to ensure successful operations of the team & overall business

• Managing the lifecycle of WFM projects related to the RTA function & other WFM functions

What we are looking for…

• 5+ years minimum related experience preferred or equivalent combination of education and experience.

• Knowledge of telephony and WFM systems required; knowledge of multiple platforms preferred.

• Fundamental understanding of overall WFM process including forecast, scheduling, and primarily RTA

• Strong knowledge of Microsoft Excel required; basic knowledge of Microsoft office applications (Outlook, Word) required.

• Time management and task prioritization; ability to work in a fast-paced environment with changing priorities.

• Detail-oriented, inquisitive, enjoys problem-solving.

• Proven ability to 'roll up your sleeves' and make a contribution quickly.

• Operates from a perspective of truly caring about and creating value for our clients (internal and external).

• Team player capable of working effectively and collaborating with people from a diversity of backgrounds and/or opinions.

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

• Paid 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

• Employee Stock Purchase Plan (ESPP) w/ employee discount

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.

Want to learn more about who we are and what we value? Check out our Culture Book here!

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.

To review our policy around data use, visit our Accolade Privacy Policy Page. All your information will be kept confidential according to EEO guidelines.