Sr. Specialist, Customer Audits

About this role

The Sr. Specialist, Customer Audits is responsible for the day to day management of customer audit projects -  including planning, preparation, delivery and post assessment follow-up.  The scope of the role includes all types of audits including clinical, non-clinical, utilization management, etc.  Customer audits are cross-functional and require a multi-disciplinary approach across people, process, data and technology.  Additionally, this role is expected to interact and build relationships both internally and externally at all career levels.  This function is critical to Accolade’s ability to create and maintain trust in the quality of our services and dedication to continuous improvement with our customers and their consultant partners.

A day in the life…

• Create/manage Customer Audit SharePoint folder/file structure, manage permissions and support colleagues in navigating the repository. Identify and implement continouous improvements, as applicable.
• Create/manage Audit Work Plan template. Identify and implement learnings from audit experiences to improve internal planning process.
• Leverage Audit Work Plan template to create customer-specific audit work plans, as audit requests are received. Obtain sign-off on work plan by internal stakeholders.  Manage against the plan by working with cross-functional owners and proactively raise risks to leadership.
• Coordinate with Business Analytics to generate data file to be sent to the external consultant team for each audit. Complete quality assurance checks on the data file and provide feedback until ready to send.
• Maintain Audit Delivery Schedule and manage in a shared location.
• Schedule and lead internal audit planning and preparation meetings including: Audit Kick-Off, Status Meetings, Call Finalization Meetings, Mock Audit, Audit Day and Post-Audit Follow-Up.
• Work with Customer Success Team to coordinate external scheduling with customer/consultant.
• Build Audit Roster and obtain sign-off from internal stakeholders.
• Create Audit Slack channel and manage effective communication to internal stakeholders.
• Build and facilitate Audit Kick-Off Presentation.
• Develop agendas for each status meeting, facilitate meeting and record/publish meeting notes.
• Support operational leaders in managing Call Finalization sessions.
• Prepare case documentation files to be sent externally to consultant team in advance of an audit.
• Lead Mock and Audit Days – including coordination of required logistics, facilities and IT set-up.
• During an audit, ensure room set-up is complete, technology working as expected, manage audio and visuals during live meeting, manage time per agenda and track follow-up items.
• Download and edit audio files to be shared during the audit – removing PHI.
• Track post-assessment commitments to ensure Accolade provides a timely response.
• Perform above duties for multiple, concurrent audits – while ensuring each audit stays on track with high quality.
• Identify process improvement ideas, share with team and be open to trying new approaches.
• When audit volume is lower, support other strategic Care Advocacy initiatives, such as:
  • Call Listening
  • Buyer Issue Tickets
  • Customer-Specific Projects

What we are looking for…

• Bachelors’ Degree or an equivalent combination of education/experience.
• 2+ years of related project experience.
• Experience in the clinical or health insurance industry preferred.
• Excellent analytical, problem solving, communication, presentation and conflict resolution skills.
• Detail-oriented and inquisitive.
• Demonstrated ability to work independently, produce high quality deliverables and identify project delivery risks.
• Ability to work in an environment with changing priorities and embrace change.
• Continous process improvement mindset.
• Experience interacting with external stakeholders.
• Proficiency in Smartsheet, Microsoft Word/Excel and PowerPoint.
• Actively keeps current on best practices of project management.
• PMP Certification (or desire to obtain certification) preferred.