Healthcare Customer Support Specialist
2 weeks ago
Accolade is a leading healthcare company that provides personalized support to individuals and their families. Our mission is to help people live their healthiest lives by connecting them with the right care at the right time.
Role OverviewThe Care Advocate II is a critical role within our organization, responsible for delivering exceptional support to our members as they navigate the healthcare system. As a Care Advocate II, you will be an empathetic and trusted resource for our members, solving their healthcare issues and helping them understand opportunities to lead healthier lives.
Key Responsibilities- Provide personalized support to members through inbound and outbound calls, emails, and digital interactions
- Maintain the highest level of confidentiality and compliance with HIPAA regulations
- Resolve member issues in an effective and efficient manner, ensuring that the member understands the resolution and any next steps
- Guide members through the healthcare system, supporting optimal engagement with providers
- Offer empathetic support to members, deeply listening and engaging to best understand their thoughts and feelings
- Act as an advocate for our members, genuinely caring about their needs and creating value through resolving their issues
- Apply critical thinking and probing to understand member needs and assess options for resolution
- Identify when and how to connect members with the right internal clinical resources
- Ensure documentation in member records is complete, including linking calls, naming conventions, and setting tasks in a timely manner
- Provide timely and complete resolution of tasks and legwork for members, escalating to leaders if necessary
- High school diploma or equivalent required; associate or bachelor's degree preferred
- 3+ years of experience in customer service or a comparable industry
- Experience with Microsoft Office (Word, SharePoint, PowerPoint)
- Ability to listen, talk, and type simultaneously through multi-channel communications
- Willingness to take on challenges and opportunities to grow
- Demonstrated ability to provide a "WOW" customer experience
- Driven and goal-oriented
- Highly empathetic and able to maintain professionalism in challenging situations
- Critical thinker who can work independently
- Comprehensive medical, dental, vision, life, and disability benefits
- HDHP medical plan with generous employer contributions towards an HSA
- 401(k) Retirement Plan with matching employer contributions
- Paid 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 day per year
- Employee Stock Purchase Plan (ESPP) with employee discount
At Accolade, we are committed to building a workplace where all can grow and thrive. We live our core values: Member Obsessed, Be Fearless, Stronger Together, Genuine Care, Embrace Reality, and Relentless Execution. We believe that our unique perspectives drive us forward and that we have each other's backs. We operate with a bias for action and take initiative to move fast and have fun.
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