Director, Process & Quality

Company Description

Accolade at a glance… 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 Director of Process and Quality reporting to Sr Director, Operations, Solutions and Growth, is responsible for leading the definition and optimization of the operational processes for the Total Benefits, Total Care and Response Care offerings. Working closely with key stakeholders, the role will focus on developing, implementing and evaluating process and execution effectiveness of key operational processes, with the goal of optimizing both our service delivery and member experience.

A day in the life…

  • Develop, implement and monitor Clinical operational processes to ensure members effectively and efficiently receive the right guidance and support.
  • Collaborate with Product Management to ensure that operational processes are optimized within the technology; jointly create a vision for the Accolade product functionality, including new methods to support more effective delivery of Accolade services to members via AHA support or self-service.
  • Posess a comprehensive understanding of Accolade’s offerings and services, operating platforms and strategic initiatives. 
  • Evaulate new offerings to ensure they are grounded in well articulated, differentiated and operationally executable scope and process.
  • Develop, design, and execute on Quality Assurance (QA) programs in alignment with leadership priorities.
    • Define a quality assurance approach, framework and reporting that supports the evaluation of process compliance, effectiveness and outcomes.
    • Monitor operational performance on a continuing basis, taking the appropriate steps to improve 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.
    • Monitor and assess the effectiveness of QA metrics in articulating quality, satisfaction, and savings.
    • Coach and manage performance of QA team members to ensure consistency of execution and evaluation.
    • Maintain a culture of continuous improvement by empowering QA team to provide consultative analysis to leaders during regular calibration sessions.
  • Liaise with other process and QA teams within Accolade to ensure consistency of purpose and leverage best practices and learnings.
  • Other duties and responsibilities as assigned

Qualifications

What we are looking for…

  • Bachelor's Degree or equivalent
  • Requires 10+ years of related Process Developmant and/or Quality Assurance experience within Healthcare and/or Operations
  • Experience in a shared services and/or contact center environment, preferred
  • Demonstrated experience with complex data analysis (i.e.: trend analysis, root cause analysis, etc.
  • Working knowledge of formal quality programs and/or Lean/Six Sigma expertise
  • 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 regarding impact of process consistency on outomes and/or savings
  • 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.

Additional Information

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.

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

Location

Located in the heart of Downtown Seattle we're steps away from all the city has to offer (sweeping views, restaurants, public transportation, etc.)

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 stand up
Open door policy
From our CEO, across to the rest of the org, not a single personal office exists in any Accolade location- we have open facilities ripe for cross-collaboration.
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
We have a homegrown idea management program called "Bold Ideas," a team who owns the "Innovation Loop" roadmap, as well as various Designathon and Hackathon activities.
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
We empower each other by creating an inclusive environment & living our values out loud. We embrace differences & value diversity of thinkers & thought. We are Accolade & we are changing healthcare
Someone's primary function is managing the company’s diversity and inclusion initiatives
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
Acme co. sponsors family oriented events Annually.
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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