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Specialist, Care Advocate Quality Assurance at Accolade, Inc.. Location Information: USA. This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.. Role Description. As an Accolade Care Advocate Quality Assurance (QA) Specialist, you will be a key member of the Quality Assurance Team for our Care Advocates. You will be responsible for:. Monitoring and evaluating client call interactions and associated documentation . Documenting performance strengths and weaknesses using QA tools . Providing feedback to Stewards utilizing audit results . Highlighting compliance, documentation and/or process issues . Ensuring consistency in service expectations and process standards among Health Plan Health Assistants, Care Advocates, Claims & Benefits staff, Health Care support staff, and other non-clinical employee interactions . Ensuring adherence to service expectations and process standards . Providing ongoing feedback to key organizational partners on client satisfaction and client perception . Qualifications. Bachelor's degree or High School Diploma/GED with 5+ years of relevant experience . Experience from a customer care/call center environment . Previous experience in a Quality Assurance role and/or proficiency using call recording/monitoring system are preferred . General computer literacy . Strong communication skills both in written and verbal . Proven communications and interpersonal skills . Solid business acumen, analytical, and inquisitive . Self-starter with a “roll up your sleeves” mindset and desire to add value . Comfortable operating with change and uncertainty . Openness to learn new tools and systems . Client focused . Ability to set priorities and stay focused . Internal applicants: Successful tenure at a level III required, preferably a Care Advocate role . Demonstrated ability to achieve/exceed performance metrics, including QA scores, adherence, process knowledge, and system knowledge . Demonstrated knowledge of specific regulatory compliance guidelines and company policies (i.e. HIPAA) . Requirements. Monitor, evaluate, and score clients’ interactions (e.g. calls, mobile messages) according to Accolade’s defined internal standards . Utilize quality dashboards and other automated tools to provide analysis and insights into performance opportunities . Listen and research recorded calls to identify rationale for variances and inconsistencies in policy adoption among Care Advocate Center representatives . Review all documentation in client record associated with calls . Maintain a thorough understanding and ability to follow established process and procedures for Care Advocates and customers . Provide feedback and evaluation to Quality leadership regarding trends in variances of established policies, procedures, engagement models . Ensure call handling compliance with following up on member issues, conditions, contextual red flags and that the client is supported beyond their initial reason for calling . Based on call calibration analysis, recommend process and policy improvements to reduce costs and inefficiencies . Identify opportunities for development and work with Learning & Development to create customized learning opportunities . Consistently meet departmental expectations regarding productivity and calibration . Participate and complete all relevant training and education for Front Line Care Team employees to provide feedback and evaluations in compliance with . 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 . Accrued Vacation time . Accrued Sick & Safe Time Off . Generous Holiday Schedule + 5 floating holidays . Paid parental leave . Subsidized commuter benefits programs . Virtual access to coaching, self-care activities, and video-based therapy and psychiatry through Headspace . 1 Volunteer day per year