Full Time Supervisor - Client Support, Remote and/or Hybrid

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

Accolade's Client Support (Care Support) Department is currently Recruiting for a Full Time Supervisor. This position is Remote for applicants who are not close to our offices. This role will be hybrid for applicants who are close to our offices.
Applicants will be working the hours of 9:00am to 5:30pm EST.

Role overview

As a supervisor you will be leading, supporting and coaching a team of Care Support Associates. Your role will enable your team to give great customer care, develop and grow your team, and help them meet their performance objectives. Our supervisors are hands-on working leaders who have a passion for service excellence.

A day in the life…

Manage the Team

• Responsible for performance management coaching to develop a team of Care Support Associates and support them in meeting their performance objectives
• Clearly define and understand behaviors through observations and data delivering in 1:1 feedback sessions with team and escalating themes and trends
• Responsible for timely reviews and approvals of team’s attendance and timecards
• Supports in hiring, developing, and retaining top talent

Manage the Business

• Supports in driving defined metrics to deliver on customer performance guarantees
• Responsible for handling live escalations
• Partners with Manager to identify and communicate risks to stakeholders and resolve problems to ensure member service quality is maintained at the highest level

Career Development and Growth

• Advocates for continuous training, learning and development
• Recognizes and develops talent

What we are looking for…

• Bachelor’s Degree and/or 5+ years of relevant experience
• Excellent communication, leadership, and interpersonal skills
• Strong critical thinking and problem solving
• 1+ years of relevant, progressive management experience (and demonstrated success): Managing a team in a high-touch service environment (preferably healthcare-related); including motivating team members to high-performance and achievement of specified goals
  • Operational process execution
  • Recognizes and develops talent
  • Creating a team environment which results in open communication, behavior consistent with company values, and group inter-dependency
• Successful tenure as a level III associate may substitute for Management experience above.
• Proficiency in Microsoft Office
• Bi-lingual (Spanish) is desired

The pay range for this position is $53,600.00 to $77,700.00. This range is annualized, assuming normal full-time employment.

At Transcarent/Accolade, we are committed to compensation practices that are fair, competitive, and aligned with our mission to support every person’s ability to thrive — at work and in life. The final base pay offered within the posted range is determined based on a candidate’s job-related knowledge, skills, and experience, as well as internal equity and market competitiveness relative to geographic location. In the United States, we use three geographic pay zones to help guide equitable and market-aligned compensation decisions. Depending on the role, offers may also include additional forms of compensation such as short-term and long-term incentives (bonuses, equity, etc.) alongside a comprehensive benefits package that supports your physical, emotional, and financial well-being .

Benefits

• Comprehensive medical, dental, vision, life, and disability benefits, including access to Accolade Advocacy, Accolade Care, and Accolade EMO.

• HDHP medical plan with generous employer contributions towards an HSA

• 401(k) Retirement Plan with matching employer contributions

• Open Time Off

• Generous Holiday Schedule + 5 floating holidays

• 18 weeks of paid parental leave

• Subsidized commuter benefits programs