Operations Supervisor - Healthcare Customer Service (Steward)

Full-time | Plymouth Meeting

Hello we’re Accolade.

We have an opportunity to change the way consumers experience the healthcare system that’s really not working in their favor. Our mission is to make life better for the consumer, drive costs down for the business, and actually make people healthier through compassion, expertise, and technology.

Job Details

Accolade provides personalized health and benefits solutions designed to empower every person to live their healthiest life. We help millions of people and their employers navigate the complexities of the healthcare system with empathy, expertise and through exceptional service while supporting them in lowering the cost of care and improving health outcomes. Accolade blends technology-enabled health and benefits solutions, specialized support from Accolade Health Assistants® and Clinicians and access to expert medical opinion services for high-cost treatment decisions. We consistently receive consumer satisfaction ratings over 90 percent and have been recognized by Inc. Magazine as a Top Place to Work 2020 and Business Intelligence for Excellence in Customer Service 2020. Please visit us on LinkedIn, Twitter, Instagram and Facebook and at accolade.com.

Role Overview

As a people leader of a team of customer engagement employees (Health Assistants) you will play a critical role leading, supporting, and coaching your team to reliably and consistently achieve our client and customer success results and create an amazing employee experience.  In addition to being looked to as a cultural role model, you will work side-by-side with your team to provide daily coaching, feedback, and support to deliver an exceptional client experience, meet our performance expectations, and fuel the growth and development of your team. With a strong connection to our mission, passion for service excellence, and commitment to people development you will leverage the right balance of empathy, operations process excellence and change agility to ensure customers are delighted with every interaction with Accolade.

A day in the life…

  • Actively work with your team to provide in-the-moment support, as well as ongoing coaching and development to enable your team to consistently and reliably achieve our customer results
  • Through 1:1s, informal huddles, and team meetings develop strong and trusting relationships with your team to truly understand and foster their career aspirations, and consistently demonstrate your commitment to their success
  • Actively participate in our performance enablement processes to effectively assess the talent of your team and manage accordingly
  • Communicate and reinforce operational priorities and objectives to obtain understanding, alignment and adoption from your team
  • Collaborate with Operational leaders and peers on best practices and service delivery to customers
  • Coordinate with expert resources across Accolade to meet our client, customer, and team needs

What we are looking for…

  • Bachelor’s Degree or equivalent education.
  • 5+  years of relevant, of relevant leadership and direct supervisorary experience with demonstrated success in a high-touch service environment, preferably within a healthcare-related environment
    • Managing a team in a high-touch service environment (preferably with an inbound/outbound telephonic component and/or healthcare-related); including motivating team members to high-performance and achievement of specified goals.
    • Recognizing and developing talent.
    • Creating a team environment which results in open communication, behavior consistent with company values, and group inter-dependency.
    • Successful tenure as Accolade Team Lead may substitute for Management experience above.
  • Proficiency in Microsoft Office
  • Bi-lingual (Spanish) is desired

All your information will be kept confidential

What we are looking for…

  • Bachelor’s Degree or equivalent education.
  • 5+  years of relevant, of relevant leadership and direct supervisorary experience with demonstrated success in a high-touch service environment, preferably within a healthcare-related environment
    • Managing a team in a high-touch service environment (preferably with an inbound/outbound telephonic component and/or healthcare-related); including motivating team members to high-performance and achievement of specified goals.
    • Recognizing and developing talent.
    • Creating a team environment which results in open communication, behavior consistent with company values, and group inter-dependency.
    • Successful tenure as Accolade Team Lead may substitute for Management experience above.
  • Proficiency in Microsoft Office
  • Bi-lingual (Spanish) is desired

l according to EEO guidelines.

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Operations Supervisor - Healthcare Customer Service (Steward)

Full-time
Plymouth Meeting
Service Operations