Real Time Administrator, Workforce Management

About Transcarent:

Transcarent and Accolade have come together to create the One Place for Health and Care, the leading personalized health and care experience that delivers unmatched choice, quality, and outcomes. Transcarents AI-powered WayFinding, comprehensive Care Experiences - Cancer Care, Surgery Care, Weight - and Pharmacy Benefits offerings combined with Accolades health advocacy, expert medical opinion, and primary care, allows us to meet people wherever they are on their health and care journey. Together, more than 20 million people have access to the combined companys offerings. Employers, health plans, and leading point solutions rely on us to provide trusted information, increase access, and deliver care.

A day in the life…

• Monitor real-time demand and key performance metrics (i.e. ASA, Abandons, AHT) and proactively identify and communicate points of exposure
• Follow protocol to deploy resources according to plan, manage service levels, and apply un-planned AHA coverage as necessary in accordance with business priorities
• Monitor AHA activity and occupancy to proactively optimize staff productivity in and out of queue
  • Minimize the general over- and under-serving of accounts
  • Minimize fire-drills to recover service levels
• Communicate verbally and in writing with AHAs, management, and other departments as necessary to coordinate workforce deployment and schedules
• Update all weekly AHA schedule exceptions (i.e. OOO, meetings, projects, transfers, etc.) and support ad-hoc schedule requests
• Escalate systems-related issues, as appropriate

What we are looking for…  

• 2-3 years minimum related experience preferred or equivalent combination of education and experience.
• Knowledge of telephony and WFM systems preferred, but not required.
• Strong knowledge of Microsoft Excel preferred; basic knowledge of Microsoft office applications (Outlook, Word) required.
• Time management and task prioritization; ability to work in a fast-paced environment with changing priorities.
• Detail-oriented, inquisitive, enjoys problem-solving.
• Proven ability to ‘roll up your sleeves and make a contribution quickly.
• Operates from a perspective of truly caring about and creating value for our clients (internal and external).
• Team player capable of working effectively and collaborating with people from a diversity of backgrounds and/or opinions.

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

• Paid 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. 

Want to learn more about who we are and what we value? Check out our Culture Book here! 

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. 

To review our policy around data use, visit our Accolade Privacy Policy Page. All your information will be kept confidential according to EEO guidelines.