Role Overview
The Knowledge Content Manager - Quality & Validation is responsible for developing and maintaining the content quality assurance and implementation validation processes in partnership with the Knowledge Content leadership team. This individual is also responsible for leading the day-to-day operations of the Knowledge Content Quality & Validation team. Through leadership, coaching, expertise, and support, this individual will play a critical role in providing a high-quality customer and member experience from Day 1 throughout the lifecycle of the customer relationship.
A day in the life…
Lead, support, and coach the Knowledge Content Quality & Validation team
Build strong, trusting relationships with team members and maintain a deep understanding of the talent across the team
Drive talent development and engagement; provide training and support
Partner with Knowledge Content leaders to evolve performance measures
Leverage data and tools to manage team productivity levels and ensure deadlines are achieved without disruption to value, quality, or productivity
Provide regular status reporting on the progress of “in flight” work as well as ad hoc reporting as required
Through planning, partnership, and influence establish repeatable levers/flex plans that can be utilized during peak periods to meet demand
Lead the knowledge content quality assurance program
Develop, document, and maintain the content quality assurance process in alignment with leadership and organizational priorities; track performance scores and provide reporting & dashboards
Partner with knowledge content leadership to create clearly defined success metrics for QA
Drive accountability to ensure content is consistent and in line with Accolade’s brand, voice, style, and tone; identify themes and knowledge gaps
Ensure implementation quality assurance artifacts are delivered on time with high quality for new customer launches, expansions, and renewals
Educate and influence internal and external stakeholders on knowledge content quality assurance methodologies, practices, and outcomes
Engage in robust conversations, provide feedback, and influence peers to improve content quality
Proactively seek out and analyze data to identify trends, mitigate risk, and influence content quality both at the customer and macro level
Lead the implementation validation process
Ensure Day 1 operations are executed with zero disruption to customer go lives
Develop and enhance implementation validation methodology, processes, and procedures
Develop, plan, approve, and execute validation and test plans
Responsible for the identification of all validation activities and coordination of assigned department resources
Establish Accolade transparency expertise in team, inclusive of timeline management, alignment, and coordination with engineering; serve as point of contact for engineering related to validation
Identify and execute continuous improvement projects focused on content creation and maintenance processes, content build productivity, and/or enhanced user experience; solicit and share feedback with peers and leaders
Build, maintain, and renew internal and customer/member-facing content and participate in QA and Validation (as necessary)
Serve as a subject matter expert on content and implementation validation applications; provide support to Knowledge Content teammates, cooperate and influence Development teams, and make data-driven recommendations for enhancements to content and implementation validation applications
What we are looking for…
Bachelor’s degree required
5-7+ years of experience in the healthcare industry – background in claims and benefits
5+ years of leadership experience
5+ years of experience in quality assurance and/or content management
Demonstrated experience establishing and enhancing content management and quality assurance best practices
Excellent written and verbal communication skills with proven ability to communicate with individuals at various levels within the organization and with external stakeholders
Excellent project management skills; ability to perform well under pressure, adapt to change, prioritize and track work, and meet deadlines in a fast-paced, dynamic, evolving environment
Strong technical aptitude; ability to learn how content applications work and leverage knowledge to improve how content is built as well as the ability to navigate complex technical systems and apply system concepts to work and provide actionable feedback on systems; SQL skills highly desired
Broad knowledge and understanding of the healthcare ecosystem including point solutions, medical benefits and claims content, practices and processing
Experience in healthcare content/knowledge management with the ability to simplify industry jargon and complex benefits
Excellent critical thinking, problem solving, and conflict resolution skills; detail-oriented, inquisitive, problem-solving in nature
Hands-on in defining objectives and producing deliverables in a fast-paced environment
Mastery of Microsoft Office (especially, Excel and PowerPoint) Business acumen; business process design and implementation.
What can you expect from us:
Employee Stock Purchase Plan
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
Home office and flexible working hours