Knowledge Content Editor
Accolade

About Accolade
Accolade (Nasdaq: ACCD) provides millions of people and their families with an exceptional healthcare experience that is personal, data driven and value based to help every person live their healthiest life. Accolade solutions combine virtual primary care, mental health support and expert medical opinion services with intelligent technology and best-in-class care navigation. Accolade's Personalized Healthcare approach puts humanity back in healthcare by building relationships that connect people and their families to the right care at the right time to improve outcomes, lower costs and deliver consumer satisfaction. Accolade consistently receives consumer satisfaction ratings over 90%. For more information, visit accolade.com.

Role overview
The Knowledge Content Editor is responsible for collaborating with key stakeholders to source, analyze, build, and maintain member-facing and front line care team content. The successful candidate will be able to work effectively with internal stakeholders to drive accountability (through influence vs. direct reporting lines) and external stakeholders as a consultative partner.

A day in the life...
• Partner and collaborate with Customer Implementation, Customer Partnerships, Operations, and Accolade customers
• Build, maintain, and renew internal and customer/member-facing content; source content, independently identify and resolve content gaps, design content structure, and ensure content is consistent with Accolade tools and style guides
• Document and maintain content build and style guides for internal- and external-facing content by leveraging existing internal resources including Marketing and UX brand guides,and industry best practices
• Lead and participate in QA activities
• Drive accountability (through influence vs. direct reporting lines) as appropriate to ensure content is consistent and in line with Accolade's brand voice, style, and tone
• Review and approve content design drafts for new customers and significant content changes
• Act as a key resource by providing guidance to Knowledge Content team in building new customer content and supporting the implementation process; publish content for the team
• Triage, respond to, and resolve CFQs in a timely manner (and in accordance with service levels)
• Seek feedback from internal stakeholders to identify areas of content that can be improved
• Participate in cross-functional initiatives as required
• Support new customer implementations, renewals, and on-going maintenance: identify content, demo, provide training internally, and present content to external stakeholders

What we are looking for...
• Equivalent of a Bachelor's degree and/or 3-5+ years progressive experience in a related industry - preferably healthcare and Marketing/Communications/Publishing/Business
• Outstanding communication and copywriting skills; familiar with website, marketing, blog and internal communications and writing styles and requirements; experience creating content for the web, email, social media, and print.
• Broad knowledge and understanding of the healthcare ecosystem including point solutions, medical benefits and claims content, practices and processing; ability to navigate/understand and explain Health Plan SPDs and medical policies
• Experience in healthcare content/knowledge management with the ability to simplify industry jargon and complex benefits
• Experience with content management / document management tools and QA processes
• 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
• Editorial mindset that understands and seeks to further that understanding around what audiences consume and how to create desirable content
• 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
• Detail-oriented, inquisitive, data-driven, and fact based; focused on getting to the best answer for Health Assistants, Clients, and Customers
• Excellent critical thinking, problem solving, and conflict resolution skills
• A team player capable of communicating and working effectively with individuals at various levels within and outside the organization
• Proven ability to roll up your sleeves and make a contribution quickly

We strongly encourage you to be vaccinated against COVID-19.

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.

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.

Accolade