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 an Accolade Health Assistant, Customer Service, you are an important part of our customer service call center team, responding to all member calls. As a trusted partner to our membership population, you will deliver empathetic care in two dimensions: the healthcare we deliver our customers, and the personal care we take in each interaction. In your day-to-day, you will respond to member calls and provide general guidance based on the training Accolade provides to create a positive and supportive experience for our customers.
A day in the life...
Engage with clients and understand their needs
- You will answer inbound calls in a call center environment
- You will uncover information about who our clients are & tailor our approach to fit their needs
- You will use your empathy and active listening skills to identify contextual red flags and uncover barriers
- You will use technology & data to gain a better understanding of needs the client may not be voicing
Deliver interventions
- You will support clients to navigate the complex health care system
- You will influence clients' decisions & behavior by:
- Translating their benefit package in a way that they can take appropriate action
- Helping clients find doctors, in the way that best suits them
- Uncovering barriers to healthy living
- You will leverage technology & internal resources (ex. Specialists, CSAs) to help understand the client's path, actions needed & next step
Drive better client outcomes
- You will help clients understand & optimize their preventive services
- You will help clients have better managed chronic conditions
- You will help clients have an improved quality of life
Delight clients
- You will tailor our approach based on the client to deliver a memorable experience
- You are a client's go-to person for their health coverage questions, helping them be better consumers of healthcare
- You will build relationships through listening, honesty & empathy
What we are looking for...
Required:
- High School Diploma/GED
- 3+ years of experience in customer service, or comparable, industry
- Experience with Microsoft Office (Word, SharePoint, PowerPoint)
- Ability to listen, talk and type all at once through multi-channel communications
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