• Job Description

  Req#: REQ202310-025

  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 .

  We believe healthcare is a human right. Not everyone experiences the healthcare system equitably. Health equity needs to be built into care by understanding what is unique about each person and their circumstances. It’s integrated into everything we develop and deliver to our members, from our solutions to personalized care plans

  Role Overview

  Our Associate Health Assistant is Accolade’s first step into our Service Delivery team 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. This role provides advocacy services to help every person live their healthiest life. We do this using a Personalized Healthcare approach that is personal, data driven and value based.

  A day in the life…

  • You will p rovide a personal and exceptional member experience through inbound/outbound calls in our fast-paced contact center environment.

  • You will o ffer empathetic member support and guidance, including verification of bene fits, member ID cards , provider services, and p roviding a dditional resources as needed .

  • Y ou will o perate from a perspective of truly caring about our members and creating value for them

  • You will a ct 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

  • You will h elp members understand the benefits available to them and how and when to access them to best meet their healthcare needs

  • You will a rticulate the Accolade Mission and fully understand all of our services

  • You will complete a ll other duties assigned

  Key Success Measures

  • Availability to assist members on the phone with adherence to a schedule that enables this availability

  • Indicators of high quality interactions (quality audits, member satisfaction surveys, documentation requirements, value scores)

  • Ability to help connect members to the right person, at the right time, for the right care

  Qualifications

  • Education: High School Diploma/GED.

  • Ability to actively listen, talk and type all at once through multi-channel communications

  • Willingness to consistently come to work as scheduled and adjust shift/scheduling based on the needs of the organization (may include occasional paid overtime).

  • Strong administrative/technical skills; Ease in working on a PC using Microsoft Office (Outlook, Word, Excel, PowerPoint), IM/video conferencing (Teams & Zoom), and telephones efficiently.

  • Strong customer service skills with a thoughtful approach to create a WOW experience.

  • Excellent written and verbal communication skills comfortable talking on the phone for extended periods of time

  • Trustworthy and accountable behavior, capable of viewing and maintaining confidential personal information daily

  • Thrive in a team environment, capable of collaborating with individuals throughout the organization

  • Commitment to quality and continuous improvement

  • Previous experience in guest services, customer service or member-oriented environments is a plus

  • Ability to perform well under pressure and adapt in a high change environment

  • Meet target metrics in a fast-paced environment

  • Aptitude for critical thinking / problem solving a true change champion and adapt to change quickly

  • Demonstrated attention to detail, inquisitive, problem-solving in nature

  • Ability to independently manage one’s own workload to meet the demands of the business

  
  Salary $19hr

  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

  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.

  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

• About the company

  Reinvent the health and benefits experience

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