Health Assistant/ Healthcare Customer Service - Total Health & Benefits (Remote - August 9th)

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. Please visit us on LinkedIn, Twitter, Instagram and Facebook and at accolade.com.

Role Overview
As an Accolade Health Assistant, reporting to a Steward (Leader), you are the main connection and resource to help members with all of their healthcare needs and benefits. with any issues related to their health or health benefits. You’ll have the opportunity to help members get the right care at the right time… no problem is too big or too small.

A day in the life…
Deliver interventions

• Support members to navigate the complex and confusing health care system via phone and digital messaging
• Influence members’ decisions & behavior by:
• Making members smarter consumers of health care
• Being a translator of their benefit packages & care plans
• Helping members to better understand their benefit package in a way that they can take appropriate action
• Helping members find doctors, in the way that best suits them
• Uncovering barriers for members that prevent them from getting the care that is needed
• Identify when & make it easy to connect with the right clinical resource (ex. Clinician, Health Plan Disease Management, Health Plan Case Management)
• Leverage technology & internal resources available to you as a Health Assistant to help understand the member’s path, actions needed & next step

Drive better client outcomes

• Assist with improved financial outcomes
  • Help members avoid inappropriate health care usage & process errors
  • Help members see the right providers at the right time
  • Help members optimize benefit packages & third party vendors appropriately
• Assist with improved health (medical & behavioral) outcomes
  • Help clients understand & optimize their preventive services
  • Help clients see the right providers at the right time
  • Help clients reduce and/or eliminate avoidable admits, ER usage & readmits
  • Help clients have an improved quality of life

What we are looking for…

• Minimum of 3 years experience, Bachelor’s Degree or 5 years’ relevant experience in service-based environment preferred
• Relevant background experience can include but not limited to:
• Insurance setting, telephonic customer service, medical office, Health Plan, social services, behavioral health, counseling, healthcare coordination, pharmacy tech, benefits specialist, health coach, case management, exercise and health education.
• Highly agile and comfortable in high paced, innovative, technology driven environment
• Knowledge of consumer health plans and terminology
• Understanding of how patients use and access healthcare
• Ability to thrive in a performance based environment
• Demonstrate high level of personal accountability
• Ability to listen, talk and type all at once through multi-channel communications
• Empathetic and superior critical thinking
• Commitment to quality and continuous improvement
• Demonstrated ability to use Microsoft Office (Word, SharePoint, PowerPoint)
• Strong self-management/self-starter
• Excellent written and verbal communication skills
• Demonstrated ability to use Microsoft Office (Word, SharePoint, PowerPoint)
• This is listed above Demonstrated attention to detail
• Time management and prioritization

Additional information:

• Accolade requires Broadband connection with at least 1 Mbps upload and 1 Mbps download speed. You will also be required to use a wired connection from laptop to router (not WiFi)
• IT equipment will be provided directly by Accolade
• ​Schedule: Monday-Friday (hours can fall between 8am-11:15pm EST)

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.

All your information will be kept confidential according to EEO guidelines.