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Job Description
Role OverviewAs 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
Qualifications
What we are looking for…- Bachelor’s Degree or equivalent education.
- 5+ years of relevant, of relevant leadership and direct supervisoraryexperiencewith 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
Additional Information
What is important to usCreating 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 othersMaking 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 powerfulTrusting 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 doneResults 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 healthcareWe're curious and act big not afraid to knock down barriers or take calculated risks to change the world, one person at a time.All your information will be kept confidential according to EEO guidelines.
Vacancy expired!