Healthcare Customer Support Representative
4 weeks ago
About AccoladeAccolade (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. Accolades 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 OverviewAs an Accolade Care Advocate, 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 lifeEngage with clients and understand their needsYou will answer inbound calls in a call center environmentYou will uncover information about who our clients are & tailor our approach to fit their needsYou will use your empathy and active listening skills to identify contextual red flags and uncover barriersYou will use technology & data to gain a better understanding of needs the client may not be voicingDeliver interventionsYou will support clients to navigate the complex health care systemYou will influence clients decisions & behavior by:Translating their benefit package in a way that they can take appropriate actionHelping clients find doctors, in the way that best suits themUncovering barriers to healthy livingYou will leverage technology & internal resources (ex. Specialists, CSAs) to help understand the clients path, actions needed & next stepDrive better client outcomesYou will help clients understand & optimize their preventive servicesYou will help clients have better managed chronic conditionsYou will help clients have an improved quality of lifeDelight clientsYou will tailor our approach based on the client to deliver a memorable experienceYou are a clients go-to person for their health coverage questions, helping them be better consumers of healthcareYou will build relationships through listening, honesty & empathyRequiredWhat we are looking forHigh School Diploma/GED3+ years of experience in customer service, or comparable, industryExperience with Microsoft Office (Word, SharePoint, PowerPoint)Ability to listen, talk and type all at once through multi-channel communicationsSalary $19hrBenefitsComprehensive 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 HSA401(k) Retirement Plan with matching employer contributionsOpen Time OffGenerous Holiday Schedule + 5 floating holidays18 weeks of paid parental leaveSubsidized commuter benefits programsVirtual access to coaching, self-care activities, and video-based therapy and psychiatry through Ginger1 Volunteer days per yearEmployee Stock Purchase Plan (ESPP) w/ employee discountWe 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 OthersMaking a difference in our members and customers lives is what we do. Even when its hard, we do the right thing for the right reasons.We are strong individually and together, were powerfulTrusting 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 doneResults motivate us. And we aren't afraid of the hard work or tough decisions needed to get us there.Were boldly and relentlessly reinventing healthcareWe'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#J-18808-Ljbffr
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