Accolade
Outreach Supervisor
The Outreach Supervisor will be leading, supporting, and coaching a team of 10+ Outreach Specialist as well as leading by example as a supervisor. Leading the Outreach team 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 Inside Sales Specialists 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 Team Leaders 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 Around 5 years of experience in a similar position in a sales or customer support environment - healthcare, insurance, pharma or any related sector. Around 2-3 years of team-leading experience and demonstrated success in hiring, motivating, and developing talent. Excellent knowledge of English language, strong communication skills both in written and verbal. Ability to work independently, organize, and prioritize own tasks effectively. General computer literacy. Excellent communication, leadership, and interpersonal skills. Strong critical thinking and problem solving. Operational process execution. 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 Virtual access to coaching, self-care activities, and video-based therapy and psychiatry through Ginger 1 Volunteer days per year Our people are the Heart of Accolade Together, we are building a great and enduring business that truly makes an impact. At Accolade, we are committed to building a workplace where all can grow and thrive. We do this by living our core values: Member Obsessed For everything we do, we ask ourselves: Is this going to make our members life measurably better? Be Fearless We think differently. We do whats never been done. We are reinventing healthcare every step of the way. Stronger Together We honor the differences among one another and know that our unique perspectives drive us forward. Genuine Care We care deeply about the human beings we work with and serve. We have each others back. Embrace Reality We bring the data, tell the truth, and trust each other. Relentless Execution We operate with a bias for action. Take initiative, move fast & have fun. Accolade is committed to being a company that embraces a hybrid work environment where employees can enjoy the best of both worlds - the flexibility to work from home and the opportunity to have a common place to connect, collaborate, and innovate with others in-person. Our hybrid work model requires that employees who live within 40 miles of an Accolade office are required to be in the office for at least two days during the work week. Accolade will provide reasonable accommodation to qualified employees with disabilities or for a sincerely held religious belief. 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. Accolade, Inc., PlushCare, Inc., and Accolade 2ndMD LLC will never ask you to pay to get a job. Anyone who does this is a scammer. Further, we will never send you a check and ask you to send on part of the money or buy gift cards with it. These are also scams. If you see or lose money to a job scam, report it to the Federal Trade Commission at ReportFraud.ftc.gov. You can also report it to your state attorney general. To review our policy around data use, visit our Accolade Privacy Policy Page. All your information will be kept confidential according to EEO guidelines.
The Outreach Supervisor will be leading, supporting, and coaching a team of 10+ Outreach Specialist as well as leading by example as a supervisor. Leading the Outreach team 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 Inside Sales Specialists 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 Team Leaders 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 Around 5 years of experience in a similar position in a sales or customer support environment - healthcare, insurance, pharma or any related sector. Around 2-3 years of team-leading experience and demonstrated success in hiring, motivating, and developing talent. Excellent knowledge of English language, strong communication skills both in written and verbal. Ability to work independently, organize, and prioritize own tasks effectively. General computer literacy. Excellent communication, leadership, and interpersonal skills. Strong critical thinking and problem solving. Operational process execution. 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 Virtual access to coaching, self-care activities, and video-based therapy and psychiatry through Ginger 1 Volunteer days per year Our people are the Heart of Accolade Together, we are building a great and enduring business that truly makes an impact. At Accolade, we are committed to building a workplace where all can grow and thrive. We do this by living our core values: Member Obsessed For everything we do, we ask ourselves: Is this going to make our members life measurably better? Be Fearless We think differently. We do whats never been done. We are reinventing healthcare every step of the way. Stronger Together We honor the differences among one another and know that our unique perspectives drive us forward. Genuine Care We care deeply about the human beings we work with and serve. We have each others back. Embrace Reality We bring the data, tell the truth, and trust each other. Relentless Execution We operate with a bias for action. Take initiative, move fast & have fun. Accolade is committed to being a company that embraces a hybrid work environment where employees can enjoy the best of both worlds - the flexibility to work from home and the opportunity to have a common place to connect, collaborate, and innovate with others in-person. Our hybrid work model requires that employees who live within 40 miles of an Accolade office are required to be in the office for at least two days during the work week. Accolade will provide reasonable accommodation to qualified employees with disabilities or for a sincerely held religious belief. 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. Accolade, Inc., PlushCare, Inc., and Accolade 2ndMD LLC will never ask you to pay to get a job. Anyone who does this is a scammer. Further, we will never send you a check and ask you to send on part of the money or buy gift cards with it. These are also scams. If you see or lose money to a job scam, report it to the Federal Trade Commission at ReportFraud.ftc.gov. You can also report it to your state attorney general. To review our policy around data use, visit our Accolade Privacy Policy Page. All your information will be kept confidential according to EEO guidelines.