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RN Clinical Supervisor - Case Management (CCM)

Company: Accolade, Inc.
Location: Scottsdale
Posted on: June 8, 2021

Job Description:

Accolade at a glance

Accolade provides personalized health and benefits solutions designed to empower every person to live their healthiest life. We help millions of people and their employers navigate the complexities of the healthcare system with empathy, expertise and through exceptional service while supporting them in lowering the cost of care and improving health outcomes. Accolade blends technology-enabled health and benefits solutions, specialized support from Accolade Health Assistants and Clinicians and access to expert medical opinion services for high-cost treatment decisions. We consistently receive consumer satisfaction ratings over 90 percent and have been recognized by Inc. Magazine as a Top Place to Work 2020 and Business Intelligence for Excellence in Customer Service 2020. Please visit us on LinkedIn, Twitter, Instagram and Facebook and at accolade.com.

As a clinical steward of the Case Management team, you will be leading, supporting and coaching a team of Case Managers and Health Assistants as well as leading by example as a Case Management nurse. Your role will enable your team to give great customer care, develop and grow your team, and help them meet their performance objectives. Our clinical stewards are hands-on working leaders who have a passion for service excellence and possess a blend of skills:

Talent recognition and development

  • Member/service orientation
  • Operational process execution
  • Excellent communication, leadership and inter-personal skills
  • Highly developed critical thinking and problem solving
  • Commitment to ongoing learning

A day in the life

Direct supervisory responsibility for team of 8-10 nurses and 2-3 Health Assistants

Support effective client engagement:

  • Ensure that all necessary member-related activities are completed in a timely manner consistent with Accolade's high standards.
  • Apply critical thinking and judgment to know when to coordinate with the right expert resources within Accolade to meet client/team needs.
  • Minimize missed opportunities (purposeful questions, logistical support, stage of care continuation - existing and progressing, etc.) by working with nurses and health assistants to adjust approaches and/or enhance their member interaction techniques

Improve team performance:

  • Create an atmosphere within team that is consistent with Accolade culture.
  • Effectively balance the workload of team members.
  • Understand clinical delivery processes and hold team members accountable for process execution.
  • Leverage the clinical process applications to analyze and understand team process compliance, and coach team members to better performance.
  • Explain Customer and Accolade priorities or decisions in a way that obtains understanding and buy-in from nurses and health assistants
  • Help team understand desired member health outcomes (clinical, other) and drive team toward improving outcomes.
  • Foster an environment where team members demonstrate accountability.
  • Identify best practices and support best practice sharing across team members and teams.
  • Continuously learn and improve upon practices to meet clients/team needs.
  • 5+ years of relevant, progressive management experience (and demonstrated success):
  • Managing a team in a high-touch service environment (preferably with an inbound/outbound telephonic component and/or healthcare-related); including motivating team members to high-performance and achievement of specified goals.
  • Recognizing and developing talent.
  • Creating a team environment which results in open communication, behavior consistent with company values, and group inter-dependency.

  • Successful tenure as Clinical Team Lead may substitute for management experience.
  • Bachelor's Degree (BSN) preferred and 5+ years of relevant, progressive experience
  • Requires current unrestricted RN license
  • Case Management Certification required (CCM)
  • Working knowledge of NCQA
  • Proficiency in Microsoft Office

What is important to us

Creating an enduring company that is hyper-focused on our culture and making a meaningful impact in the lives of our employees, members and customers. The secret to our success is:

We find joy and purpose in serving others

Making a difference in our members' and customers' lives is what we do. Even when it's hard, we do the right thing for the right reasons.

We are strong individually and together, we're powerful

Trusting in our colleagues and embracing their different backgrounds and experiences enable us to solve tough problems in creative ways, having fun along the way.

We roll up our sleeves and get stuff done

Results motivate us. And we aren't afraid of the hard work or tough decisions needed to get us there.

We're boldly and relentlessly reinventing healthcare

We're curious and act big - not afraid to knock down barriers or take calculated risks to change the world, one person at a time.

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

Information will be kept confidential according to EEO guidelines.

Keywords: Accolade, Inc., Scottsdale , RN Clinical Supervisor - Case Management (CCM), Other , Scottsdale, Arizona

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