Dir, Clinical Customer Delivery Lead

Company Description

Accolade at a glance…

Accolade is a personalized health and benefits solution that dramatically improves the experience, outcomes and cost of healthcare for employers, health plans and their members. With a unique blend of compassionate advisors, clinical experts and intelligent technologies, we engage individuals and families in their health, establish trust, and influence their decisions at every stage of care. Accolade connects the widest array of personal health data and programs to present a single point of contact to the most effective health and benefits resources, while coordinating with providers at every step. Accolade consistently achieves 70 and higher Net Promoter Scores, 98% consumer satisfaction ratings, and up to 15% employer cost savings. Accolade has been recognized as one of the nation’s 25 most promising companies by Forbes, a fastest-growing private healthcare company by Inc. 5000, and is consistently rated a Top Workplace across the country. For more information, visit accolade.com.

Job Description

Role overview

As a Clinical Customer Delivery Lead, you will have P&L responsibility for the delivery and execution of our customer results,ensuring we have the right clinical focus across our client and customer delivery model to achieve our performance guarantees, incentives, and other customer commitments.

You will partner closely with the Operations Customer Delivery Lead, Practice Leads, and Customer Partnerships team to design and implement solutions in support of our client, customer,

and employee expected outcomes. You will have accountability to influence, engage, and motivate the teams deployed to your customer(s) to drive the right behaviors and process execution to achieve our client and customer goals.

A day in the life…

•In partnership with the Operations Customer Delivery Lead, own the P&L responsibility to ensure we’re delivering our on customer results, including performance guarantees, incentives and other customer commitments

•Establish a two-way relationship with your Customer Partnerships counterpart to thoroughly understand your customer’s deal shape and contractual obligations; Partner closely with Customer Partnerships as we identify anddesign solutions to achieve customer requirements; Take an active role in supporting our quarterly customer meetings and customer negotiations

•Develop effective coaching relationships with the teams deployed to your customer to influence, engage, and motivate performance to drive our clinical performance guarantees, incentives, and other customer commitments

•Assess requests for service scope modifications; develop business case/recommendation for response, including changes in standard processes (working with Clinical Practice Lead) and resource requirements

•Regularly review trends in results such as engagement, utilization and cost savings; Partner with Practice Lead to develop and execute action plans to drive results based upon customer priorities

•Serve as the voice of Clinical Operations representing your customer results internally and externally (customers and external strategic partners)

•Own the coordination with Product and Field Ops team to support the evolution of our customer and product strategies, as well as manifestation and adoption of new technologies

•As needed, support new customer opportunities by working effectively with Sales to provide clinical expertise of our delivery model in defined sales opportunities

•Support the successful implementation of company-wide initiatives, processes, and best practices

•Identify and lead operational projects that enable us to better serve our clients

•Oversee customer clinical audits

•Assist Quality Director in preparing for NCQA visits


What we are looking for…

•Bachelor’s Degree in Nursing or equivalent education, Master’s Degree (preferred)

•Clinical domain expertise with a broad knowledge of industry business clinical operations

•Demonstrated success in clinical solution design with extensive experience in process design and integration

•Demonstrated experience with complex data analysis

•Project Management, presentation, and strong planning and decision-making skills

•Excellent communications, leadership and interpersonal skills

•Solid business acumen, analytical and inquisitive

•Strong emotional intelligence and ability to influence

•Ability to effectively collaborate and execute in a highly matrixed environment

•Self-starter with a “roll up your sleeves” mindset and desire to add value

•Comfortable operating with change and uncertainty

•Team player capable of working effectively with individuals throughout the organization

Additional Information

All your information will be kept confidential according to EEO guidelines.

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