Client Support Team Lead

As a Client Support Team Lead you will be leading, supporting, and coaching a team of 10 – 15 Client Support Specialists, as well as leading by example as Client Support Specialist. Leading the Client Support team you will ensure the team is identifying providers based on clients' needs and preferences based on client’s needs, preferences, and healthcare guidelines. Your role will enable your team to give great member care by efficiently and accurately communicating provider options back to the Accolade Health Assistant in a way that provides clear answers to the client's request. You will develop and grow your team and help them meet their performance objectives. Our Stewards are hands-on working leaders who have a passion for service excellence.

Important - working hours form 2pm till 10pm (to overlap with US timezone)

A day in the life…

Manage the Team

• Responsible for performance management coaching to develop a team of Client Support Specialists and support them in meeting their performance objectives, inclusive of achieving service level targets for work closure or completion

• Clearly define and understand behaviors through observations and data delivering in 1:1 feedback sessions with the team and escalating themes and trends

• Partner with People and Culture Business Partners to provide day-to-day performance management guidance to line management (e.g., coaching, counseling, career development, disciplinary actions)

• Works closely with management and employees to improve work relationships, build morale, and increase productivity and retention

• Conduct ongoing quality evaluations of team members, and coach on opportunities to improve

• Responsible for timely reviews and approvals of the team’s attendance

Manage the Business

• Supports in driving defined metrics to deliver on customer performance guarantees responsible for handling urgent escalations

• Partners with other peers to identify and communicate risks to stakeholders and resolve problems to ensure member service quality is maintained at the highest level

• Ensure cross-functional collaboration with our Member Services teams as a direct support function and partner to create a best-in-class member experience

Career Development and Growth

• Responsibility for career development and growth of your team

• Advocates for continuous training, learning and development

• Supports in hiring, developing, and retaining top talent

What we are looking for…

• Around 5 years of experience in a similar position in a customer support/service environment from healthcare, insurance, pharma or any related sector

• At least 1 year of team-leading experience and demonstrated success in hiring, motivating and developing talent

• Excellent knowledge of the English language, strong communication skills both in written and verbal

• Ability to work independently, organize, and prioritize own tasks effectively

• General computer literacy

• Excellent communication, leadership, and interpersonal skills

• Strong critical thinking and problem solving

• Operational process execution

While working in Accolade you will enjoy the following benefits:

• 5 weeks of vacation + personal days

• 1 paid day off for your volunteerism per year

• Cell phone and a plan for unlimited personal use as well

• Sodexo Gastro Pass Card with no contribution

• Flexi Pass Card per month or Multisport Card

• Parental benefits

• Virtual hospital service uLekare.cz

• Ginger Emotional Support app (www.ginger.com)

• Carrott - support on family forming journey (www.get-carrot.com)

• Fresh fruits and office breakfasts

• Office events-workshops, tournaments, competitions, raffles. buildings