What are the responsibilities and job description for the Care Advocate Associate II position at 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 Advanced Client Support Associate , reporting toa Steward,is responsible for effectively supporting requests from Accolade Health Assistants in the Health Assistant Center, supporting peers, and executing our business processes. Our ability to meet our performance and quality goals directly impacts client satisfaction.

A day in the life...

Timely and accurate resolution of tasks :

Provide timely and accurate resolution of Provider search tasks
Manage own task list by completing oldest to newest tasks and assist with team task management (triage)
Ensure all client preferences (i.e. gender, specialty, etc.) are accounted for when completing a task
Tailor messages appropriately based on the recipient, the Client or the Health Assistant
Proactively communicate with the Health Assistant if the task is taking more time than anticipated
Ask a comprehensive list of questions to Providers to ensure network status, demographic information and first available appt. are verified
Customer incentive, client logistics and fulfillment related support

Health Assistant and peer education and relationships :

Health Assistant and CSA gaps in knowledge and process are identified and solutions are presented to Stewards

Support Health Assistants and CSAs when struggling to use a tool or find a provider

Act as a guide during the new hire process

Health Assistants and your peers trust you

Leverage Health Plan and vendor sites effectively and document outcomes :

Leverage multiple internal and external sites and systems to resolve tasks and inquires

Identify and report issues with the tools, sites and systems

Efficiently and accurately document and communicate outcomes

Customer initiatives and support :

Assist with Open Enrollment and post-January client call support and outreach initiatives

What we are looking for...

Experience :

Provider's office, healthcare or health plan / insurance with strong technical skills

Demonstrated understanding of HIPAA and PHI

Demonstrated Knowledge of various health plans including HMO, PPO, high deductible, etc.

Understanding of how patients use and access healthcare

Demonstrated ability to utilize multiple systems while navigating variable content and process

Experienced using Microsoft Office (Word, PowerPoint) etc.

Working with web based applications

Demonstrated ability to provide high quality output in a fast paced, consumer oriented environment

Self-management :

Strong self-management / self-starter

Excellent written and verbal communication skills with proven ability to alter their communication based on the recipient

Critical thinking and independent problem solving ability

Time management and prioritization

Ability to perform well under pressure and adapt to change in a fast-paced, dynamic, evolving environment

Demonstrated attention to detail

Education :

Equivalent of an Associate's degree and / or 3 years progressive experience in a related industry - preferably healthcare, insurance or a provider's office

Desired personal characteristics :

Operates from a perspective of truly caring about our clients and creating value for them

Detail-oriented, inquisitive, problem-solving in nature

Proven ability to roll up your sleeves and make a contribution quickly

A team player capable of working effectively with individuals throughout the organization

The ability for self-reflection and the capacity to accept and implement feedback

Demonstrated ability to positively accept change and assist team members with acceptance

Commitment to quality and continuous improvement

Salary : $20 / hr

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

Open 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.

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.

Accolade, Inc., PlushCare, Inc., and Accolade 2ndMD LLC will never ask you to pay to get a job. Anyone who does this is a scammer. Further, we will never send you a check and ask you to send on part of the money or buy gift cards with it. These are also scams. If you see or lose money to a job scam, report it to the Federal Trade Commission at ReportFraud.ftc.gov. You can also report it to your state attorney general.

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

Salary : $20

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