Healthcare Customer Service Representative

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

As the Care Advocate Coordinator, you will serve as Accolade’s most visible front line Service Delivery team member supporting our members in navigating healthcare. This role is sometimes called Patient Service Representatives, but this role is so much more and just the beginning of a career. You will be primarily interfacing with our patients over the phone and through email, while also providing internal coordination with our team and doctors to ensure all our patient's needs are addressed.

A day in the life…

• Provide a personal and exceptional member experience through inbound/outbound calls in our fast-paced contact center environment.
• Operate from a perspective of truly caring about our members and creating value for them
• Act as an advocate and have a Member Obsessed approach in each interaction-Truly caring about our members and creating value for them through resolving their issue/concern
• Critical thinking with empathizing through the situation and research to drive the right level of care
• Actively listen and probe to determine patient issues and concerns to resolve or escalate
• Identify when and how to connect with the right internal clinical resource
• Leverage technology and internal resources to help understand the members path, actions, and next steps
• We are considering full time candidates (40 hrs/wk)
• Must be able to work at least one consistent weekend day per week
• Empathy and a passion to provide every American with more convenient and more affordable access to healthcare
• Exceptional interpersonal and communication skills: you are able to communicate clearly and respond effectively via phone, email and face-to-face
• Manage customer de-escalations
• Multitask through actively listening, researching through multiple platforms simultaneously, and taking notes
• All other duties assigned
  
  

What We Are Looking For…

• One year of experience working in the healthcare industry and/or receptionist, customer service, or call center experience
• High school diploma / GED
• Familiarity working with Electronic Health Records (EHRs) or Electronic Medical Records (EMRs) preferred
• CRM experience (i.e Salesforce, Zendesk) preferred
• Reasonable understanding of apps and how to navigate the Android and iPhone systems
• Demonstrated commitment to exceptional service
• Able to thrive in a fast-paced environment with minimal guidance
• Indicators of high quality interactions (quality audits, member satisfaction surveys, documentation requirements, value scores)
  
  

Benefits

• Comprehensive medical, dental, vision, life, and disability benefits, including access to Accolade Advocacy, Accolade Care, and Accolade EMO.
• HDHP medical plan with generous employer contributions towards an HSA
• 401(k) Retirement Plan with matching employer contributions
• Paid Time Off
• Generous Holiday Schedule 5 floating holidays
• 18 weeks of paid parental leave
• Subsidized commuter benefits programs
• Virtual access to coaching, self-care activities, and video-based therapy and psychiatry through Ginger
• 1 Volunteer days per year
• Employee Stock Purchase Plan (ESPP) w/ employee discount
  
  

Our people are the Heart of Accolade

Together, we Are Building a Great And Enduring Business that Truly Makes An Impact. At Accolade, We Are Committed To Building A workplace Where All Can Grow And Thrive.  We Do This By Living Our Core Values

Member Obsessed

For everything we do, we ask ourselves: Is this going to make our member’s life measurably better?

Be Fearless

We think differently. We do what’s never been done. We are reinventing healthcare every step of the way.

Stronger Together

We honor the differences among one another and know that our unique perspectives drive us forward.

Genuine Care

We care deeply about the human beings we work with and serve. We have each other’s back.

Embrace Reality

We bring the data, tell the truth, and trust each other.

Relentless Execution

We operate with a bias for action. Take initiative, move fast & have fun.

Want to learn more about who we are and what we value? Check out our Culture Book here!

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.