Healthcare Customer Support Representative

Accolade Care Advocate

Transcarent and Accolade have come together to create the One Place for Health and Care, the leading personalized health and care experience that delivers unmatched choice, quality, and outcomes. Transcarent's AI-powered WayFinding, comprehensive Care Experiences Cancer Care, Surgery Care, Weight and Pharmacy Benefits offerings combined with Accolade's health advocacy, expert medical opinion, and primary care, allows us to meet people wherever they are on their health and care journey. Together, more than 20 million people have access to the combined company's offerings. Employers, health plans, and leading point solutions rely on us to provide trusted information, increase access, and deliver care.

Role Overview

As 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 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
• 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 days per year

Our people are the Heart of Accolade. Together, we are building a great and enduring business that truly makes an impact. At Accolade, we are committed to building a workplace where all can grow and thrive. We do this by living our core values:

Member Obsessed

For everything we do, we ask ourselves: Is this going to make our member's life measurably better?

Be Fearless

We think differently. We do what's never been done. We are reinventing healthcare every step of the way.

Stronger Together

We honor the differences among one another and know that our unique perspectives drive us forward.

Genuine Care

We care deeply about the human beings we work with and serve. We have each other's back.

Embrace Reality

We bring the data, tell the truth, and trust each other.

Relentless Execution

We operate with a bias for action. Take initiative, move fast & have fun.

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.

To review our policy around data use, visit our Accolade Privacy Policy Page . All your information will be kept confidential according to EEO guidelines.