Patient Care Advocate

1 week ago


El Paso, Texas, United States Accolade Full time
About Accolade

Accolade is a leading healthcare organization dedicated to providing personalized, data-driven, and value-based healthcare experiences for millions of individuals and their families. Our innovative solutions, which include virtual primary care, mental health support, and expert medical opinion services, combined with advanced technology and top-notch care navigation, focus on connecting people to the right care at the right time to enhance outcomes, reduce costs, and ensure customer satisfaction. With consistently high consumer ratings exceeding 90%, Accolade truly prioritizes delivering exceptional healthcare experiences.

Role Overview

We are seeking a skilled and compassionate Healthcare Support Specialist to join our customer service call center team, offering empathetic care to all members. As a trusted partner, you will provide supportive guidance in both healthcare delivery and personal interactions. Your role involves responding to member calls, offering guidance based on Accolade's training to create a positive and supportive experience for our customers.

A Day in the Life...

As a Healthcare Support Specialist, your responsibilities will include:

  • Engaging with clients and understanding their needs
  • Responding to member calls in a call center setting
  • Uncovering client information and tailoring the approach to suit their specific needs
  • Utilizing empathy and active listening to identify red flags and overcome obstacles
  • Using technology and data to better comprehend unvoiced client needs

You will also be responsible for:

  • Delivering interventions to assist clients in navigating the complex healthcare system
  • Influencing client decisions by translating benefit packages effectively, aiding in finding suitable doctors, and addressing barriers to healthy living
  • Utilizing technology and internal resources to guide clients towards necessary actions and next steps

Additionally, you will:

  • Aid clients in understanding and optimizing preventive services
  • Support clients in managing chronic conditions efficiently
  • Help enhance clients' quality of life

Our ideal candidate will:

  • Have a High School Diploma or GED
  • Have 3+ years of relevant customer service experience
  • Be proficient in Microsoft Office tools (Word, SharePoint, PowerPoint)
  • Be able to multitask effectively in multi-channel communications
What We Offer

We offer a comprehensive benefits package, including:

  • Comprehensive medical, dental, vision, life, and disability benefits
  • HDHP medical plan with generous employer contributions towards an HSA
  • 401(k) Retirement Plan with employer matching
  • Paid Time Off and holidays
  • 18 weeks of paid parental leave
  • Subsidized commuter benefits programs
  • Access to coaching, self-care activities, and video-based therapy through Ginger
  • 1 Volunteer day per year
  • Employee Stock Purchase Plan with discount
Our Values

At Accolade, we value building a workplace where everyone can thrive. Our core values drive our commitment to:

  • Member Obsessed - Will this improve our members' lives?
  • Be Fearless - Thinking innovatively and reinventing healthcare
  • Stronger Together - Honoring diverse perspectives that propel us forward
  • Genuine Care - Deeply caring for colleagues and those served
  • Embrace Reality - Bringing facts, transparency, and trust
  • Relentless Execution - Bias for action, initiative, and fun


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