Real Time Administrator, Workforce Management

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 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.

The Real Time Administrator, Workforce Management is responsible for monitoring service levels across telephony and digital platforms, identifying risks to operational performance, and executing business process to mitigate risks to service. The successful candidate will be (or rapidly become) proficient in WFM and telephony platforms. This position requires the ability to make decisions independently, and the ability to communicate with all levels of the organization, from entry level to senior management, in writing and verbally. The workload is very detail oriented and central to the delivery of Accolade’s services.

A Day in the Life

• Monitor real-time demand and key performance metrics (i.e. ASA, Abandons, AHT) and proactively identify and communicate points of exposure

• Follow protocol to deploy resources according to plan, manage service levels, and apply un-planned AHA coverage as necessary in accordance with business priorities

• Monitor AHA activity and occupancy to proactively optimize staff productivity in and out of queue

o Minimize the general over- and under-serving of accounts

o 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 AHA schedule exceptions (i.e. OOO, meetings, projects, transfers, etc.) and support ad-hoc schedule requests

•Escalate systems

 

What we are looking for…

  • 2-3 years minimum related experience preferred or equivalent combination of education and experience.
  • Knowledge of telephony and WFM systems preferred, but not required.
  • Strong knowledge of Microsoft Excel preferred; basic knowledge of Microsoft office applications (Outlook, Word) required.
  • Time management and task prioritization; ability to work in a fast-paced environment with changing priorities.
  • Detail-oriented, inquisitive, enjoys problem-solving.
  • Proven ability to ‘roll up your sleeves’ and make a contribution quickly.
  • Operates from a perspective of truly caring about and creating value for our clients (internal and external).
  • Team player capable of working effectively and collaborating with people from a diversity of backgrounds and/or opinions.

Where permitted by applicable law, candidates must have received or be willing to receive the COVID-19 vaccine by date of hire to be considered, if not currently employed by Accolade, Inc. The Company will provide reasonable accommodations to qualified employees with disabilities or for a sincerely held religious belief.
Please note that a request for exemption due to a personal preference not to receive a vaccine is not protected by law. All requests for exemptions from this mandate shall be directed to the Company recruiter who shall route the request to the Company’s human resources department.

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

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.

 

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Real Time Administrator, Workforce Management

Full-time
Plymouth Meeting
Corporate