Sr Steward-1
Accolade

Job Info

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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 Sr Steward, reporting to the Sr Mgr, Health Assistant Practice, is responsible for fostering the growth and development of multiple teams and manages daily operational performance and development of the Frontline Care Team. Direct supervisory responsibility for 5-10 (Supervisors). The key objectives for this role are driving account level Operation effectiveness while meeting Accolade and client expectations on continuous basis. This role will interface with multiple leadership stakeholders and Health Assistants to ensure united delivery on shared operational objectives.

A day in the life...

People Leadership:

• Coaching and Development - build & maintain a highly engaged & high performing operational team.
  
• Ability to accurately assess talent against expectations of the role and cultural engagement.
  
• Drive high employee engagement and retention by maintaining and creating a positive working environment
  
• Conduct daily/weekly one on one meetings with direct reports as well as skip level meetings to provide guidance and direction, provide updates, and build synergy within team.
  
• Train and develop Supervisors through coaching and mentoring strategies to achieve/exceed customer performance objectives, while maintaining a positive employment environment for Frontline Care Team.
  
• Conduct performance reviews on direct reports
  

Deliver Operational Service excellence & execution:

• Operational Leadership - Complete accountability of Operational delivery of Customer Account(s)
  
• Daily Review of client measurable Key Performance Indicators, to ensure monthly performance goals are on target; create any necessary adjustments as required to meet performance goals.
  
• Work alongside Workforce Management to develop and ensure appropriate staffing level requirements are being met and effectively communicated to the Frontline Care Team
  
• Depth in understanding of trends/themes/issues and analysis; develop, implement, and support operating model through determining trends, and creating mitigation strategies, providing recommendations and outline ownership and next steps. This includes realizing expected results of innovation and new strategies.
  
• Participate in recruiting processes
  
• Assist Sr. Operations Manager an Sr. Operations Director in preparing and/or reviewing weekly, monthly, and quarterly monthly account summary reports and/or business performance reviews
  
• Respond on a timely manner to problems and lead resolution efforts and appropriate corrective action
  
• Execute a continuous improvement operating model by identifying opportunities, implementing methods to reduce customer costs, and improve operational performance
  
• Partner and assist the Quality and Training department in identifying training opportunities that support continuous performance improvement and development goals
  
• Lead and/or participate in cross-functional teams supporting continuous improvement initiatives that improve performance, leadership skills, morale, technology solutions.
  
• Be the point of contact for Supervisors, and Sr. Manager and or Director in their absence.
  

What we are looking for...

• Bachelor's Degree or equivalent education
  
• Established analytical thinking skills, observational & communication skills and collaboration. Awareness of customer service level agreements and strategy development, are key drivers of success required
  
• Strong data analytics and problem solving skills
  
• 5+ years of Contact Center management experience within Operations, and/or equivalent combination of education and experience, with extensive experience under the following:
  
  • Managing a team in a high-touch service environment (preferably/not a requirement with telephonic component and/or healthcare-related)
    
  • Strong track record of career development and employee engagement/retention
    
  • Creating an inclusive and collaborative team environment- see Cultural Cornerstones (below)
    
  • Driving consistent operational excellence and outlining process improvement initiatives
    
  • Exhibiting and instilling a growth mindset
    
  • Strong coaching, planning, and change management skills
    
  • Excellent communication skills
    
  • Demonstrated ability to engage and motivate a remote workforce
    
  • Demonstrated strong leadership, coaching, and mentoring tactics that are utilized daily towards both individual and team goals.
    
  • Demonstrate resilience and adaptation to change in a fast-paced, dynamic environment
    
  • Professional, self-motivated, enthusiastic demeanor
    
  • Strong organizational and time management skills
    

We strongly encourage you to be vaccinated against COVID-19.

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.

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.

Accolade

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