Customer Support II

Customer Support II

Accolade's Customer Support II (internally referred to as Care Advocate II) role functions in our call center environment and reports to an Operations Supervisor. Our Customer Support professionals are responsible for delivering the day-to-day call center support of Accolade members (our customers' employees) as they navigate the healthcare system, and the healthcare benefits package their employers (Accolade's customers) provide them. Our Customer Support professionals are an empathetic, caring, and trusted resource for our members; providing call support for healthcare issues and helping them understand opportunities to lead healthier lives. Our Customer Support professionals provide a personal and exceptional member experience through inbound & outbound calls, and digital interactions.

A day in the life

• You will offer customer support for both simple and complex member questions including how to find care, obtain/update ID cards, and how to understand and leverage the full extent of eligibility, available benefits, programs offered and claims processes, within our call center environment.
• You will leverage tools that help identify and educate members to better address their healthcare needs and opportunities, effectively explain the opportunity and the benefits of the program for all but the most complex of programs (gaps in care, basic education, disease-based, rising in clinical risk or gaps in clinical care, high spend).
• You will act on suggestions for healthcare expansion (True Health Actions) presented in the member record, including referring to Accolade nurses or services such as Virtual Primary Care and Expert Medical Opinion, as well as our Trusted Partner Ecosystem.
• You will listen and probe to uncover barriers to care or needs that Accolade or our partners can address while maintaining the highest level of confidentiality and compliance including HIPAA regulations.
• You will resolve and completely own member issues in an efficient and empathetic manner, ensuring that the member understands the resolution and any next steps.

What we are looking for

• High school diploma / GED
• Work toward achieving an associate or bachelor's Degree (or bachelor's degree) preferred
• 3+ years of experience in customer service, or comparable, industry or 6-12 months of Accolade front line experience
• Experience with Microsoft Office (Word, SharePoint, PowerPoint)
• Ability to listen, talk and type all at once through multi-channel communications
• Strong communication and action listening skills that allows for rapport building, probing, quick understanding of needs, education and articulate suggested next steps
• 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, even in challenging situations.
• Critical thinker who can work independently.

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 at a glance

Accolade provides personalized health and benefits solutions designed to empower every person to live their healthiest life. We help millions of people and their employers navigate the complexities of the healthcare system with empathy, expertise and through exceptional service while supporting them in lowering the cost of care and improving health outcomes. Accolade blends technology-enabled health and benefits solutions, specialized support from Accolade Health Assistants and Clinicians and access to expert medical opinion services for high-cost treatment decisions. We consistently receive consumer satisfaction ratings over 90 percent and have been recognized by Inc. Magazine as a Top Place to Work 2020 and Business Intelligence for Excellence in Customer Service 2020.

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.