Knowledge Content Analyst

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 Knowledge Content Analyst is responsible for participating in the sourcing, analyzing, and maintaining of quality customer/customer partner content to enable the Accolade Front Line Care Team to support members and member self-service in the Accolade applications. With a primary focus in areas such as Customers and Vendor Partners, Carriers and Third-Party Administrators (TPAs), and/or Pharmacy Benefit Managers (PBMs), this person will help establish positive working relationships and support the creation and evolution of integration and ongoing maintenance materials and processes.

A day in the life…

• Develop subject matter expertise and perform activities related to one or more content focus areas, such as:
  • Customers and Vendor Partners
  • Carriers and Third-Party Administrators (TPAs)
  • Pharmacy Benefit Managers (PBMs)
• With the guidance and support deliver a best-in-class knowledge content experience:
  • Support the development of collaborative relationships with customers/customer partners and internal stakeholders
  • Participate in discussions on an integrated delivery model between Accolade and customers/customer partners resulting in agreed integration details, artifacts, and process
  • Work cross-functionally to ensure internal teams have the information needed to provide high-quality service
  • Complete and deliver implementation artifacts on time with high quality for new customer launches, expansions, and renewals
  • Help identify gaps, propose solutions, and support resolution of gaps
  • Ensure content is consistent with Accolade tools and style guides
  • Manage, maintain/build, and/or review internal and customer-facing content for new customer implementations on an ongoing basis
  • Triage, respond to, and resolve content tickets (CFQs) in a timely manner
  • Provide regular status reports on progress, share areas of risk/concern, and deliver quality results within time constraints
• Provide feedback to development teams on content and/or implementation validation applications
• Openly share knowledge and expertise with the team including recommendations for continuous team improvement
• Participate in cross-functional initiatives as required

What we are looking for…

• Equivalent of a bachelor’s degree and/or 3-5+ years progressive experience in a related industry (for a PBM focused role, PBM experience is required)
• Strong and broad knowledge of the health care industry – understanding of benefit content, practices, and processing; ability to navigate/understand and explain health plan and benefit documentation
• Experience in healthcare content/knowledge management with the ability to simplify industry jargon and complex benefits
• Experience with Quality Assurance processes and content management/document management tools
• Strong written and verbal communication skills with proven ability to work independently, as well as across functions at multiple levels – internally and externally
• Strong technical aptitude – working knowledge and experience with MS Office suite, plus the ability to learn new tools, as necessary
• Ability to perform well under pressure, adapt to change, and meet deadlines in a fast-paced, dynamic, evolving environment
• Detail-oriented, inquisitive, problem-solving in nature; good critical thinking and conflict resolution skills
• Proven ability to roll up your sleeves and make a contribution quickly

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

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. 

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