Job Description

As an Accolade Health Assistant Quality Assurance (QA) Specialist, you will be a key member of the Quality Assurance Team for our Health Assistants. You will be responsible for monitoring and evaluating client call interactions and associated documentation, documenting performance strengths and weaknesses using QA tools, providing feedback to Stewards 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 Health Plan Health Assistants, Health Assistants, Claims & Benefits staff, 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 Health Assistant interactions (e.g. calls, mobile messages) according to Accolade’s defined internal standards
• 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
• Participate in regular call calibration sessions.
• Based on call calibration analysis, recommend process and policy improvements to reduce costs and inefficiencies
• Maintain a thorough understanding and ability to follow established process and procedures for Health Assistants
• 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 HAC employees in order to provide feedback and evaluations in compliance with
• Performs other duties as assigned

Qualifications

WHAT WE ARE LOOKING FOR…

• 1-2 years’ experience as an Accolade Health Assistant (experience as an Advanced Health Assistant preferred)
• Demonstrated ability to achieve/exceed HA performance metrics, including Quality Assurance scores, adherence, process knowledge, and system knowledge
• Demonstrated knowledge of specific regulatory compliance guidelines and Accolade’s policies (i.e. HIPAA)
• Knowledge of all Health Assistant policies, procedures, and guidelines
• Experience with call calibration activities
• Experience using Microsoft Office Suite (Excel and Word)
• Previous experience in a Quality Assurance role and/or proficiency using call recording/monitoring system are preferred
• Proven communications and interpersonal skills
• Solid business acumen, analytical, and inquisitive
• Strong emotional intelligence and ability to influence
• Ability to effectively collaborate and execute in a highly matrixed environment
• Self-starter with a “roll up your sleeves” mindset and desire to add value
• Comfortable operating with change and uncertainty
• Team player capable of working effectively with individuals throughout the organization
• Client focused
• Ability to maintain composure in a stressful environment
• Skilled in time management
• Ability to set priorities and stay focused

Additional Information

All your information will be kept confidential according to EEO guidelines.

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.