Workforce, Real Time Administrator

Full-time | Praha 8

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 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.

The WFM Scheduler Analyst, reporting to the WorkForce Management Team Lead / Supervisor, is responsible for supporting the workforce management strategy and deploying resources across all channels (telephony and messaging), all service lines (Total Health and Benefits, Total Care and Total Care and Benefits), and all roles directly supporting members.  The successful candidate will be part of a team of real-time coordinators to deploy nearly 1,000 health assistants, nurses, and other service staff members providing the most personalized and effective healthcare advocacy and concierge solutions on the market. This individual will predictably deliver targeted service results, both through successfully executing the pre-defined strategy and through monitoring intraday performance and mitigating real-time risks to service results. The workload is very detail-oriented and requires the ability to find creative solutions to complex problems.

A day in the life…

  • Work with WFM Team throughout the organization to identify opportunities for leveraging company data to drive business solutions
  • Monitor real-time demand and key performance metrics (i.e. ASA, Abandons, AHT) and identify necessary skilling and staffing changes
  • Define consistent data-driven metrics and goals to measure the overall utilization and productivity of the staffing and compliance operations.
  • Proactively identify and communicate points of exposure
  • Adapts intraday forecast derived from understood business drivers to determine required staffing levels by projected call volumes, call durations, and required staffing levels using current trends and historical data.
  • Follow protocol to deploy resources according to plan, manage service levels, and apply un-planned Front Line Care Team coverage as necessary in accordance with business priorities
  • Monitor AHA activity and occupancy to proactively optimize staff productivity in and out of queue
  • Minimize the general over- and under-serving of accounts
  • Minimize fire drills to recover service levels
  • Communicate verbally and in writing with AHAs, management, and other departments as necessary to coordinate workforce deployment and schedules
  • Update all weekly Front Line Care Team schedule exceptions (i.e. OOO, meetings, projects, transfers, etc.) and support ad-hoc schedule requests

What we are looking for…

  • Solid business acumen; analytical and inquisitive.
  • Demonstrated experience with data analysis and data manipulation skills.
  • Solid Experience with Excel (Pivot Tables, Dashboards, formulas (concatenate, trim, index, match), graphs, sparklines) and MS Office Suite of Tools
  • Experience with the following tools are a big plus - SQL, Verint, Qualtrics, Workday 
  • Ability to create proper documentation – workflows experience.
  • A high level of competency to draw conclusions from raw data & make corrections based on the numbers.
  • Ability and desire to learn new systems, and proficiency in implementation of new/unfamiliar software tools.
  • The ability to thrive in a fast-paced, change-infused, demanding environment.
  • Excellent written and verbal communication skills to articulate complex ideas clearly and concisely.
  • Team player capable of effective collaboration across highly matrixed organization focused on attention to detail and adaptability.
  • Self-starter with a “roll up your sleeves” mindset and desire to add value.

What Can You Expect From Us

  • Fun, transparent, and informal working culture
  • Interesting and challenging projects
  • Great work-life balance
  • Flexibility in your work
  • Getting unique know-how in IT recruitment
  • Work in an international environment and opportunities to grow
  • Regular company events
  • Participation in various conferences and continuous learning

Do you want to know more about us?

Check out 👇 :

Our Instagram 📷 @we_are_accolade_prague

Our award-winning office 🏢 https://www.officelovin.com/2016/09/05/inside-accolades-new-elegant-prague-office/

Prague team on youtube 🎥

For any questions feel free to reach out to me 📧 jiri.herodek(at)accolade.com

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Workforce, Real Time Administrator

Full-time
Praha 8
Services Organization