Director, Quality Assurance at Accolade

| 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
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Technology we use

  • Engineering
  • Product
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • SparkFrameworks
    • TensorFlowFrameworks
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement

An Insider's view of Accolade

What’s the vibe like in the office?

Someone in our office hacked into the white noise machine speakers and installed a Slackbot to play music from Spotify where anyone can add to the queue. We start it every Friday afternoon and it's amazing.

Ben

Sr. Director Product Management

What does your typical day look like?

We’re talking to people who are searching for ways to create value both for their employees and for their cost centers. Normally, in other companies, you are pitching something that either saves time or money. Here, we are spreading the word about something that can profoundly change or save lives. Who wouldn’t want to do this kind of work?

Lyndi

Sr. Demand Marketing Manager

How has your career grown since starting at the company?

Nothing beats the culture here. You have people who can help you grow and contribute to the best of your abilities- that is the best thing about Accolade. I started as an Intern and now am a Business Intelligence Developer!

Akshay

Business Intelligence Developer III

What is your vision for the company?

We have an opportunity to change the way consumers experience the healthcare system that's really not working in their favor. Healthcare is complicated, anxiety-creating, and it's too expense. Our service has an opportunity to make life better for the consumer, drive costs down for the business, and actually make people healthier.

Raj

CEO

How do you collaborate with other teams in the company?

I love how cross-functional Business Development is, because it allows us to work with so many different constituents across the business. Accolade is a talented yet humble team, where trust in each other is paramount. In this culture, I watch people to reach their greatest potential without feeling alone in the face of exciting challenges.

Jennifer

Sr. Director Business Development

What are Accolade Perks + Benefits

Culture
Volunteer in local community
We are encouraged to volunteer through a variety of company sponsored events, such as A Day On, Not a Day Off, our annual MLK Day of Service and by using our additional PTO day of volunteerism.
Partners with Nonprofits
Eat lunch together
Intracompany committees
We have spirit, wellness, philanthropy, and recognition committees which are cross-collaborative throughout the entire company.
Daily sync
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
We also offer an option to add a Health Savings Account (HSA).
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Return-to-work program post parental leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Our game room includes Ping Pong, Video Games.
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
We offer employees Paid on-site garage parking.
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Cross functional training encouraged
Promote from within
Online course subscriptions available
Customized development tracks

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