Knowledge Content Analyst

About Transcarent

Transcarent and Accolade have come together to create the One Place for Health and Care, the leading personalized health and care experience that delivers unmatched choice, quality, and outcomes. Transcarent’s AI-powered WayFinding, comprehensive Care Experiences – Cancer Care, Surgery Care, Weight – and Pharmacy Benefits offerings combined with Accolade’s health advocacy, expert medical opinion, and primary care, allows us to meet people wherever they are on their health and care journey. Together, more than 20 million people have access to the combined company’s offerings. Employers, health plans, and leading point solutions rely on us to provide trusted information, increase access, and deliver care

Role overview

The Knowledge Content Analyst is responsible for participating in the sourcing, analyzing, and maintaining of quality customer/customer partner content to enable the Accolade Front Line Care Team to support members and member self-service in the Accolade applications. With a primary focus in areas such as Customers and Vendor Partners, Carriers and Third-Party Administrators (TPAs), and/or Pharmacy Benefit Managers (PBMs), this person will help establish positive working relationships and support the creation and evolution of integration and ongoing maintenance materials and processes.

A day in the life…

• Develop subject matter expertise and perform activities related to one or more content focus areas, such as:

  • Customers and Vendor Partners

  • Carriers and Third-Party Administrators (TPAs)

  • Pharmacy Benefit Managers (PBMs)

• With the guidance and support deliver a best-in-class knowledge content experience:

  • Support the development of collaborative relationships with customers/customer partners and internal stakeholders

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

  • Work 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

  • Help identify gaps, propose solutions, and support resolution of gaps

  • Ensure content is consistent with Accolade tools and style guides

  • 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

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

• Provide feedback to development teams on content and/or implementation validation applications

• Openly share knowledge and expertise with the team including recommendations for continuous team improvement

• 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 (for a PBM focused role, PBM experience is required)

• 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

• 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

Hiring Range

Hourly

Actual compensation packages within that range are based on a wide array of factors unique to each candidate, including but not limited to skill set, years and depth of experienc