Director, Quality Assurance

| Philadelphia, PA
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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 Director of Quality Assurance (QA) plays a key role within Accolade's Operations organization to spearhead the development and ongoing execution of our quality assurance programs. Leading our quality assurance team and working closely with key stakeholders, including our Operations Leadership, partners across the business, people leaders, and employees, this role will focus on implementing and evolving practical and timely solutions that optimize and consistently evaluate our service delivery and member experience.
A day in the life...

  • Demonstrate a comprehensive understanding of Accolades overall suite of services, operating platform(s), and strategic initiatives.
  • Develop, design, and execute on QA programs in alignment with leadership and organizational priorities. Track performance scores and provide reporting & dashboards to leaders during regular calibration sessions.
  • Monitor departmental performance on a continuing basis, taking the appropriate steps to improve its effectiveness, compliance to policy, and increase the level of service. Collaborate with other teams to identify trends, streamline processes, and derive solutions to minimize quality assurance concerns.
  • Responsible for creating actionable insights that drive performance, by gathering requirements, design and deployment of QA program deliverables (including individual, team, leader, and departmental scorecards, call & case audits, and leadership dashboards.)
  • Monitor the effectiveness of QA metrics as measures of performance, such as quality, satisfaction, and savings. Stakeholder with leaders at all levels to manage enhancements to quality metrics. Create clearly defined, and mutually agreeable success measures for ongoing QA programs.
  • Coach and manage performance of QA team members to ensure that audits and tasks are completed optimally and on time. Maintain a culture of continuous improvement by empowering QA team to provide consultative analysis to leaders during regular calibration sessions.
  • Other duties and responsibilities as assigned.


What we are looking for...

  • Bachelor's Degree or Equivalent
  • Requires 10+ years of related Quality Assurance experience within Healthcare and/or Operations
  • Certified Professional in Healthcare Quality (preferred)
  • Experience in a shared services and/or contact center environment (Preferred)
  • Experience leading in a hyper growth, fast paced work environment
  • Works collaboratively with others, establishing credibility and rapport with the QA Team, Operations Leadership, employees across the business.
  • Demonstrates organizational awareness and uses influence effectively to promote positive change.
  • Strong communication skills, with an emphasis on tact and diplomacy. Ability to tell a clear and compelling story through PowerPoint, and advanced skills in all Microsoft Office applications.
  • Demonstrates initiative and self-direction; can apply knowledge and make sound judgments to effectively resolve issues or concerns.
  • Strong organizational skills with the ability to handle numerous projects simultaneously. Demonstrates ability to think analytically and synthesize complex information.
  • Promotes a customer-centric culture, actively encouraging sharing of ideas and cross functional collaboration. Ability to devise ways to optimize procedures and keep teams motivated.
  • Motivates self and others to set challenging goals and high standards of performance. Provides honest, helpful feedback and coaching that enhances others' insight.
  • Encourages others to develop skills in areas that will be needed for the future. Arranges development opportunities that help others build new skills.
  • Outside of the skills and necessary qualifications, our ideal candidate must be committed to achieving superior results with integrity, sustaining our positive work environment, and embracing working side-by-side with others in a diverse and inclusive culture.


#LI-EC1
Where permitted by applicable law, candidates must have received or be willing to receive the COVID-19 vaccine by date of hire to be considered, if not currently employed by Accolade, Inc. The Company will provide reasonable accommodations to qualified employees with disabilities or for a sincerely held religious belief.
Please note that a request for exemption due to a personal preference not to receive a vaccine is not protected by law. All requests for exemptions from this mandate shall be directed to the Company recruiter who shall route the request to the Company's human resources department.
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

More Information on Accolade
Accolade operates in the Healthtech industry. The company is located in Seattle, WA. Accolade was founded in 2007. It has 1200 total employees. It offers perks and benefits such as Volunteer in local community, Partners with nonprofits, Eat lunch together, Intracompany committees, Daily sync and Open door policy. To see all jobs at Accolade, click here.
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