What are the responsibilities and job description for the Customer Support 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
Accolade's Customer Support II (internally referred to as Care Advocate II) role functions in our call center environment and reports to an Operations Supervisor. Our Customer Support professionals are responsible for delivering the day-to-day call center support of Accolade members (our customers' employees) as they navigate the healthcare system, and the healthcare benefits package their employers (Accolade's customers) provide them. Our Customer Support professionals are an empathetic, caring, and trusted resources for our members; providing call support for healthcare issues and helping them understand opportunities to lead healthier lives. Our Customer Support professionals provide a personal and exceptional member experience through inbound & outbound calls, and digital interactions.
A day in the life...
- You will offer customer support for both simple & complex member questions including how to find care, obtain / update ID cards, and how to understand and leverage the full extent of eligibility, available benefits, programs offered and claims processes, within our call center environment.
- You will leverage tools that help identify and educate members to better address their healthcare needs and opportunities, effectively explain the opportunity and the benefits of the program for all but the most complex of programs (gaps in care, basic education, disease-based, rising in clinical risk or gaps in clinical care, high spend)
- You will act on suggestions for healthcare expansion (True Health Actions) presented in the member record, including referring to Accolade nurses or services such as Virtual Primary Care and Expert Medical Opinion, as well as our Trusted Partner Ecosystem
- You will listen and probe to uncover barriers to care or needs that Accolade or our partners can address while maintaining the highest level of confidentiality and compliance including HIPAA regulations
- You will resolve and completely own member issues in an efficient and empathetic manner, ensuring that the member understands the resolution and any next steps.
What we are looking for...
Benefits
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.
