Knowledge Content Analyst/Research Analyst

As our Knowledge Content Analyst, you will be responsible for conducting research, sourcing, analyzing, and maintaining quality customer/customer partner content to enable the Accolade Front Line Care Team to support members. With a primary focus in areas such as Customers and Vendor Partners, Carriers and Third-Party Administrators (TPAs), Pharmacy Benefit Managers (PBMs), and/or Quality Assurance, this person will establish positive working relationships and assist in the creation and evolution of integration and ongoing maintenance materials and processes. Additionally, this individual is responsible for participating in cross-functional projects and initiatives to provide content expertise across the business.

Start date: 1^st of February/1^st of March

A day in the life…

• Serve as a subject matter expert in one or more content focus areas, such as:

• Customers and Vendor Partners

• Carriers and Third-Party Administrators (TPAs)

• Pharmacy Benefit Managers (PBMs)

• Quality Assurance

  • Conducting research on healthcare benefits in the documentation, extracting specific data and information

• Establish collaborative relationships with customers/customer partners and internal stakeholders

• Lead discussions on an integrated delivery model between Accolade and customers/customer partners resulting in agreed integration details, artifacts, and process

• Act as a liaison cross-functionally to ensure internal teams have the information needed to provide high-quality service

• Complete and deliver implementation artifacts on time with high quality for new customer launches, expansions, and renewals

• Identify and resolve gaps

• Ensure content is consistent with Accolade tools and style guides

• Provide regular status reports on progress and raise risks

• Manage, maintain/build, and/or review internal and customer-facing content for new customer implementations on an ongoing basis

• Triage, respond to, and resolve content tickets (CFQs) in a timely manner

• Identify and recommend continuous improvement initiatives; leverage senior team members to support scoping of work, identifying of desired outcomes, and development/execution of deliverables

• Participate in cross-functional initiatives as required

What we are looking for…

• Experience with conducting research is mandatory

• Equivalent of a bachelor’s degree and/or 3+ years progressive experience in a related position

• Experience in healthcare content/knowledge management with the ability to simplify industry jargon and complex benefits is a big plus

• Experience with Quality Assurance processes and content management/document management tools

• Strong written and verbal communication skills with proven ability to work independently, as well as across functions at multiple levels – internally and externally

• Strong technical aptitude – working knowledge and experience with MS Office suite, plus the ability to learn new tools, as necessary

• Ability to perform well under pressure, adapt to change, and meet deadlines in a fast-paced, dynamic, evolving environment

• Detail-oriented, inquisitive, problem-solving in nature; good critical thinking and conflict resolution skills

• Proven ability to roll up your sleeves and make a contribution quickly

While working in Accolade you will enjoy the following benefits

• Employee Stock Purchase Plan

• 5 weeks of vacation + personal days

• 1 paid day off for your volunteerism per year

• Sodexo Gastro Pass Card with no contribution

• Flexi Pass Card per month or Multisport Card

• Parental benefits

• Virtual hospital service uLekare.cz

• Ginger Emotional Support app (www.ginger.com)

• Udemy Business Platform for Hard/Soft skills training

• Carrott - support on family forming journey (www.get-carrot.com)

• Office events-workshops, tournaments, competitions, raffles, team building

• Home office and flexible working hours