As a Clinical people leader in our telephonic based Operations team you will play a critical role in managing a team of ten Accolade Nurses  to reliably and consistently achieve our client and customer success results and create an amazing employee experience.  In addition to being looked to as a cultural role model, you will work side-by-side with your team to provide daily coaching, feedback, and support to deliver an exceptional client experience, meet our performance expectations, and fuel the growth and development of your team. With a strong connection to our mission, passion for service excellence, and commitment to people development you will leverage the right balance of empathy, operations process excellence, change agility and clinical expertise to ensure customers are delighted with every interaction with Accolade.

A day in the life…

• Through 1:1s, informal huddles, and team meetings develop strong and trusting relationships with your team to truly understand and foster their career aspirations, and consistently demonstrate your commitment to their success
• Communicate and reinforce operational priorities, clinical processes and objectives to obtain understanding, alignment and adoption from your team
• Collaborate with senior operational leaders and peers on best practices and service delivery to customers
• Actively work with your team to provide in the moment support, as well as ongoing coaching and development to enable your team to consistently and reliably achieve our customer results
• Actively participate in our performance management processes to effectively assess the talent of your team and manage accordingly
• Coordinate with expert resources across Accolade to meet our client, customer, and team need

Qualifications

• Bachelor’s Degree (BSN) preferred and years of relevant, progressive experience progressive management experience and demonstrated success in a high-touch service environment
• Highly developed critical thinking and problem solving skills
• Demonstrated ability to assess, recognize and develop talent and motivate team members to high-performance and achievement of specified goals.
•  A leadership style that creates a team environment which results in open communication, behavior consistent with company values, and group inter-dependency
•  A strong commitment to ongoing learning
• Ability to be successful in an extremely fast-paced, dynamic service environment
• A high degree of accountability and self-motivation and excellent communication skills
• Excellent communication skills
• Proficiency in Microsoft Office

Additional Information

What is important to us

Creating an enduring company that is hyper-focused on our culture and making a meaningful impact in the lives of our employees, members and customers. The secret to our success is:

We find joy and purpose in serving others

Making a difference in our members’ and customers’ lives is what we do.  Even when it’s hard, we do the right thing for the right reasons.

We are strong individually and together, we’re powerful

Trusting in our colleagues and embracing their different backgrounds and experiences enable us to solve tough problems in creative ways, having fun along the way.

We roll up our sleeves and get stuff done

Results motivate us. And we aren't afraid of the hard work or tough decisions needed to get us there.

We’re boldly and relentlessly reinventing healthcare

We're curious and act big - not afraid to knock down barriers or take calculated risks to change the world, one person at a time.