Nurse Manager, Engagement Hub

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 .
Role overview
As a clinical steward you will be leading, supporting and coaching a team of Clinical Health Assistants, as well as leading by example as a Clinical Health Assistant. Your role will enable your team to give great customer care, develop and grow your team, and help them meet their performance objectives. Our clinical stewards are hands-on working leaders who have a passion for service excellence and possess a blend of skills:

• Talent recognition and development
  • Client/service orientation
  • Operational process execution
  • Excellent communication, leadership and inter-personal skills
  • Highly developed critical thinking and problem solving
  • Commitment to ongoing learning

A day in the life...

• Direct supervisory responsibility for team of 8-10 CHAs
• Support effective client engagement:
  • Ensure that all necessary client-related activities are completed in a timely manner consistent with Accolade's high standards.
• Apply critical thinking and judgment to know when to coordinate with the right expert resources within Accolade to meet client/team needs.
• Minimize CHA missed opportunities (purposeful questions, logistical support, stage of care continuation - existing and progressing, etc.) by working with CHAs to adjust approaches and/or enhance their client interaction techniques
• Act as a model Clinical Health Assistant, supporting a small portfolio of clients.
• Support effective client engagement:
  • Ensure that all necessary client-related activities are completed in a timely manner consistent with Accolade's high standards.
• Apply critical thinking and judgment to know when to coordinate with the right expert resources within Accolade to meet client/team needs.
• Minimize CHA missed opportunities (purposeful questions, logistical support, stage of care continuation - existing and progressing, etc.) by working with CHAs to adjust approaches and/or enhance their client interaction techniques
• Act as a model Clinical Health Assistant, supporting a small portfolio of clients.
• Improve team performance:
  • Create an atmosphere within team that is consistent with Accolade culture.
  • Effectively balance the workload of team members.
  • Understand CHA delivery processes and hold team members accountable for process execution.
  • Leverage the clinical process applications to analyze and understand team process compliance, and coach team members to better performance.
  • Explain Customer and Accolade priorities or decisions in a way that obtains understanding and buy-in from CHAs
  • Help team understand desired client outcomes (clinical, other) and drive team toward improving outcomes.
  • Foster an environment where team members demonstrate accountability.
  • Identify best practices and support best practice sharing across team members and teams.
  • Continuously learn and improve upon practices to meet clients/team needs.

What we are looking for...

• 5+ years of relevant, progressive management experience (and demonstrated success):
  • 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 Clinical Team Lead may substitute for management experience.
• Bachelor's Degree (BSN) preferred and 5+ years of relevant, progressive experience
• 5+ years nursing experience in one or more of the following areas: Medical/Surgical, Home Health, Case Management, Nurse Triage, Disease Management, Cardiac, Orthopedic, Hospice, ICU, Behavioral Health or Diabetes
• Requires current unrestricted RN license
• Proficiency in Microsoft Office

We strongly encourage you to be vaccinated against COVID-19.
What is important to us...
Creating 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 others
Making 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 powerful
Trusting 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 done
Results 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 healthcare
We're curious and act big -- not afraid to knock down barriers or take calculated risks to change the world, one person at a time.
Accolade is an Equal Opportunity and Affirmative Action Employer committed to advancing an inclusive environment for all qualified applicants and employees. We provide employment opportunities, without regard, to any legally protected status in accordance with applicable laws in the US. We are committed to help ensure you have a comfortable and positive interview experience.
To review our policy around data use, visit our Accolade Privacy Policy Page . All your information will be kept confidential according to EEO guidelines.
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