Director, Client Experience Accolade
THIS JOB HAS EXPIRED Overview:
Accolade is a rapidly growing company with the goal of helping clients get better health care in a way that delights them and saves them and their employer money. We do that by simplifying the complex array of health care and health benefit services that large Fortune 500 corporations offer to their employees. By helping individual employees and their families through the many decisions concerning health care and health benefits, and by simplifying their ability to access the right services at the right time, we help get employees and their families better care, save them time and money, and reduce the cost of medical benefits for their employers. We do this by providing each family with a professional Health Assistant who knows them, understands their benefits and helps them navigate the health care system in a way that reduces the many process errors that drive unproductive care.
Accolade has set its sights on becoming a Client Experience best practices organization. An organization that is recognized for Client Experience excellence, asked to speak at conferences, and work with advisory boards to help shape the direction of the industry. This role will be a key part of achieving those goals. As such, this role will function as the Champion for the ?Voice of the Client? within Accolade. The Director, Client Experience will work across the organization (Operations, Sales, Marketing, Client Service Processes, Business Solutions, etc.) to ensure the Voice of the Client remains at the center of our efforts to continuously improve.
Develop and execute a vision for our client experience strategy and help infuse it into the fabric of our organization. Research and incorporate market best practices as we build out our Client Experience program
Accountable for the day to day Client Experience processes and results, across all employer groups and locations.
Continue to refine the escalation and service recovery processes.
Use root cause analysis to identify escalation and service recovery trends and eliminate recurrence through establishing, socializing, and reinforcing best practices and improved business processes, striving for zero defects.
Manage our client satisfaction survey responses: identify opportunities to highlight the Accolade ?story? as well as analyze results to help uncover additional solutions, product offerings and opportunities to improve or existing service.
Foster the integration of customer feedback into Accolade?s daily business processes and our client relationship management tool to drive deep, trusting client relationships.
Bachelor?s degree or equivalent preferred
Passion for delighting clients
Proven experience building & executing plans, creating processes, leveraging best practices & technology to achieve high client engagement and delight.
Demonstrated experience developing vision and strategy, as well as hands on experience delivering results.
Demonstrated experience building relationships and navigating across an organization to influence and achieve common goals.
Demonstrated experience with root cause analysis, process improvement and market research
Desired Personal Characteristics:
Operates from a perspective of truly caring about our clients and creating value for them
Data-driven and fact-based: focused on getting to best answer for our clients and our shareholders
Detail-oriented, inquisitive, creative, problem-solving in nature
Proven ability to ?roll up your sleeves? and make a contribution quickly
A team player capable of working effectively with individuals throughout the organization
||Plymouth Meeting, PA |
THIS JOB HAS EXPIRED