Company Description

Accolade is a personalized health and benefits solution that dramatically improves the experience, outcomes and cost of healthcare for employers, health plans and their members. With a unique blend of compassionate advisors, clinical experts and intelligent technologies, we engage individuals and families in their health, establish trust, and influence their decisions at every stage of care. Accolade connects the widest array of personal health data and programs to present a single point of contact to the most effective health and benefits resources, while coordinating with providers at every step. Accolade consistently achieves 70 and higher Net Promoter Scores, 98% consumer satisfaction ratings, and up to 15% employer cost savings. Accolade has been recognized as one of the nation’s 25 most promising companies by Forbes, a fastest-growing private healthcare company by Inc. 5000, and is consistently rated a Top Workplace across the country. For more information, visit accolade.com

Job Description

The Sr Manager, Operations, reporting to Sr Dir, Operations, Solutons and Growth is responsible for the delivery of our customer results, ensuring we have the right focus across our client and customer delivery model to achieve positive outcomes and clinical value making Accolade a must have partner. You will drive both strategic initiatives as well as provide leadership and management of the frontline Operations team within Solutions and Growth consisting of Stewards, Accolade Health Assistants, Nurses and other specialist roles, to enable the team to provide great customer care and meet their performance objectives

Qualifications

What we are looking for…

• Bachelor’s Degree min or advanced graduate education
• 5-8 years of progressive leadership experience, managing or leading a team in a high-touch service environment
• Clinical domain expertise with a broad knowledge of industry business clinical operations
• Demonstrated success in clinical solution design with extensive experience in process design and integration
• Demonstrated experience with complex data analysis
• Project Management, presentation, and strong planning and decision-making skills
• Excellent communications, leadership 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

Additional Information

A day in the life... 

• Review results and drive optimization in quality, engagement, productivity and value. 
• Drive new strategic initiatives focused on how to optimize engagement, value and ROI for customers
• Partner with Solution Owners to develop the processes, workflow, reporting and savings model for new Clinical programs
• Develop the Operational playbook for how to “graduate” programs and offerings to scale
• Managing frontline Operations team budget and cost of service optimization to achieve gross margin targets
• Support the evolution of our customer and product strategies, as well as manifestation and adoption of new digital technologies.
• Collaborate cross-functionally providing service expertise and pioneering new approaches to Learning & Development, Quality Assurance, Operational Readiness, Coaching and Performance Management. 
• As needed, support new customer opportunities by working effectively with Sales to provide expertise of our delivery model in defined sales opportunities.
• Direct leadership responsibility for frontline Operations team in delivery of Accolade services to Customers:
• Foster Great Client Relationships:
  • Ensure that all necessary client-related activities for your teams are completed in a timely manner consistent with Accolade’s high standards.
  • Inspire teams to continuously drive toward a great client experience.
  • Achieve improvements in key Client relationship measures
  • Effectively lead teams through the lifecycle of a Customer relationship: launch through stabilization and into steady state delivery
  • Collaborate with Client Experience team to prevent and solve for defects and poor client experience.
• Ensure Customer Connectivity with Teams:
  • Support effective partnerships with the Accolade teams directly supporting your Customer
  • Create a customer-centric environment within your teams, supporting effective Customer identity, accountability and pride.
  • Explain Customer and Accolade priorities or decisions in a way that obtains understanding and buy-in from AHAs.
  • Help teams understand desired client outcomes and enable them toward improvement.
  • Help Customers better understand their employees through client stories and general observations / trends.
• Create a Great Work Environment:
  • Provide coaching, development and performance management for AHAs on your Customer team; adjusting for tenure, personality and stage of development.
  • Champion the Accolade culture
  • Communicate with transparency, clarity and context; build trust with your team members.
  • Act as a LEARN2 role model for AHA’s through the leadership you provide. 
  • Foster an environment where team members demonstrate accountability for th eir Clients and their team members
  • Possess a deep understanding of AHA delivery processes; coaching to process compliance and holding the team accountable for process execution.
  • Leverage process/reporting applications to analyze and understand team and individual process compliance and identify process and individual improvement opportunities. Coach team members to better performance
• Drive Continuous Improvement:
  • Act as a steward of Accolade operational best practices and leadership. Support implementation of best practices across customers in partnership with peers
  • Solicit and share feedback with peers and leaders.
  • Support or lead operational processes and/or projects (calibration, rally, Lead, client ready, escalation, etc.) that support effective delivery of service to Accolade’s clients and internal growth of our people.

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