Specialist, Health Assistant Quality Assurance

Company: Accolade
Location: Cambridge
Posted on: May 5, 2021

Job Description:

Accolade is a personalized health and benefits solution that can 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**

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

Keywords: Accolade, Cambridge , Specialist, Health Assistant Quality Assurance, Healthcare , Cambridge, Massachusetts