Sr Steward-1 at Accolade (Philadelphia, PA)

| 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 .
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.
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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.


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?


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!


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.



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.


Sr. Director Business Development

What are Accolade Perks + Benefits

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
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) 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
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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