Supervisor, Care Advocate

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

Role overview 

In your role you will be leading, supporting and coaching a team of 10+ outbound Care Advocates as well as leading by example. You will lead the team to manage outbound calls to our clients regarding possible services that Accolade offers. 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 outbound Care Advocates and support them in meeting their performance objectives. 

• Clearly define and understand behaviors through observations and data delivering in 1:1 feedback meeting with team and escalating themes and trends. 

• Responsible for timely reviews and approvals of team’s attendance. 

• Partner with People and Culture Business Partners to provide day-to-day performance management guidance to line management (e.g., coaching, counseling, career development, disciplinary actions) 

• Works closely with management and employees to improve work relationships, build morale, and increase productivity and retention 

• Conduct on-going quality evaluations of team members, and coach on opportunities to improve 

Manage the Business 

• Supports in driving defined metrics to deliver on customer performance guarantees. 

• Handling escalations 

• Partners with other supervisors to identify and communicate risks to stakeholders and resolve problems to ensure customer service quality is maintained at the highest level. 

• Ensure cross-functional collaboration with other teams as a direct support function and partner to create a best-in-class member experience 

Career Development and Growth 

• Responsibility for career development and growth of your team 

• Advocates for continuous training, learning and development 

• Supports in hiring, developing, and retaining top talent 

• Ad-hoc tasks based on the business needs 

What we are looking for… 

• B