Specialist, Knowledge Content

About Accolade

Accolade (Nasdaq: ACCD) provides millions of people and their families with an exceptional healthcare experience that is personal, data driven and value based to help every person live their healthiest life. Accolade solutions combine virtual primary care, mental health support and expert medical opinion services with intelligent technology and best-in-class care navigation. Accolade’s Personalized Healthcare approach puts humanity back in healthcare by building relationships that connect people and their families to the right care at the right time to improve outcomes, lower costs and deliver consumer satisfaction. Accolade consistently receives consumer satisfaction ratings over 90%. For more information, visit accolade.com.

The Specialist II, Knowledge Content supports the delivery of high-quality customer and member experiences from Day 1 throughout the lifecycle of the customer relationship. With a primary focus in areas such as Configuration & Maintenance, Quality Assurance, and/or Validation, this person will analyze, configure, maintain, test, and make continuous improvements to enable the Accolade Front Line Care Team to support members and member self-service in the Accolade applications. This person will establish positive working relationships and assist in the development and evolution of implementation 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.

A day in the life…

• Serve as a subject matter expert and perform activities related to one or more content focus areas, such as:

Configuration & Maintenance – analyze, build, and maintain high quality, standardized benefit content and content frameworks and make continuous improvements

Quality Assurance – perform in depth analysis to ensure customers are configured correctly and content is accurate, complete, clear, and created in accordance with Accolade’s brand, voice, style, and tone

Validation – complete end to end testing of partner solutions, transparency, and go live readiness activities including Accolade technology and processes

• Support the delivery of a best-in-class knowledge content experience:

• Establish collaborative relationships with internal partners and stakeholders

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

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

• Identify and resolve gaps

• Ensure content is accurate and 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

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

• Provide regular status reports on progress, share areas of risk/concern, and deliver quality results within time constraints

• Provide technical support to Knowledge Content teammates and cooperate with Development teams on content and/or implementation validation applications

• Openly share knowledge and expertise with the team and provide support to teammates

• 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…

• Equivalent of a bachelor’s degree and/or 3-5+ years progressive experience in a related industry

• Strong and broad knowledge of the health care industry – understanding of benefit content, practices, and processing; ability to navigate/understand and explain health plan and benefit documentation

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

• Experience with Quality Assurance processes and content management/document management tools – demonstrated ability to identify themes and experience performing root cause analysis

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

• Strong technical aptitude – working knowledge and experience with MS Office suite, plus demonstrated ability to learn new tools as necessary and provide actionable feedback on systems

• 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

• Home office

• Flexi Pass Card per month or Multisport Card

• Parental benefits

• Yoga classes with a contribution

• Work from abroad up to 4 weeks a year

• Udemy Business Platform for Hard/Soft skills training

• Virtual hospital service uLekare.cz

• Head Space Emotional Support app (www.ginger.com)

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