Specialist, Care Advocate Quality Assurance

As an Accolade Health Assistant Quality Assurance (QA) Specialist, you will be a key member of the Quality Assurance Team for our Health Assistants. You will be responsible for monitoring and evaluating client call interactions and associated documentation, documenting performance strengths and weaknesses using QA tools, providing feedback to Stewards utilizing audit results, and highlighting compliance, documentation and/or process issues. The primary focus of the role is to ensure consistency in service expectations and process standards are met among Health Plan Health Assistants, Health Assistants, Claims & Benefits staff, Health Care support staff, and other non-clinical employee interactions. With an eye toward continuous improvement of the client experience, you will ensure adherence to service expectations and process standards as well as provide ongoing feedback to key organizational partners on client satisfaction and client perception.

A day in the life…

• Monitor, evaluate, and score Health Assistant interactions (e.g. calls, mobile messages) according to Accolade’s defined internal standards
• Listen and research recorded calls to identify rationale for variances and inconsistencies in policy adoption among Health Assistant Center representatives
• Review all documentation in client record associated with calls
• Maintain a thorough understanding and ability to follow established process and procedures for Health Assistant and customers
• Provide feedback and evaluation to Quality leadership regarding trends in variances of established policies, procedures, engagement models
• Ensure call handling compliance with following up on member issues, conditions, contextual red flags and that the client is supported beyond their initial reason for calling
• Participate in regular call calibration sessions.
• Based on call calibration analysis, recommend process and policy improvements to reduce costs and inefficiencies
• Maintain a thorough understanding and ability to follow established process and procedures for Health Assistants
• Identify opportunities for development and work with Learning & Development to create customized learning opportunities
• Consistently meet departmental expectations regarding productivity and calibration
• Participate and complete all relevant training and education for HAC employees in order to provide feedback and evaluations in compliance with
• Performs other duties as assigned

What we are looking for…

• 1-2 years’ experience as an Accolade Health Assistant (experience as an Advanced Health Assistant preferred)
• Demonstrated ability to achieve/exceed CHA performance metrics, including Quality Assurance scores, adherence, process knowledge, and system knowledge
• Demonstrated knowledge of specific regulatory compliance guidelines and Accolade’s policies (i.e. HIPAA)
• Knowledge of all Health Assistant policies, procedures, and guidelines
• Experience with call calibration activities
• Experience using Microsoft Office Suite (Excel and Word)
• Previous experience in a Quality Assurance role and/or proficiency using call recording/monitoring system are preferred
• Proven communications 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
• Client focused
• Ability to maintain composure in a stressful environment
• Skilled in time management
• Ability to set priorities and stay focused