Healthcare Customer Support Representative - Hybrid (El Paso)

About Accolade
Accolade (Nasdaq: ACCD) provides millions of people and their families with an exceptional healthcare experience that is personal, data driven and value based to help every person live their healthiest life. Accolade solutions combine virtual primary care, mental health support and expert medical opinion services with intelligent technology and best-in-class care navigation. Accolade’s Personalized Healthcare approach puts humanity back in healthcare by building relationships that connect people and their families to the right care at the right time to improve outcomes, lower costs and deliver consumer satisfaction. Accolade consistently receives consumer satisfaction ratings over 90%. For more information, visit accolade.com.

Role overview

The Care Advocate II, reporting to an Operations Supervisor, is responsible for delivering the day-to-day support of Accolade members as they navigate the healthcare system.  You are an empathetic, caring, and trusted resource for members; solving member healthcare issues and helping them understand opportunities to lead healthier lives.

A day in the life…

• Provide a personal and exceptional member experience through inbound/outbound calls and digital interactions
• HIPPA- Maintain highest level of confidentiality and compliance
• Resolve and completely own 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 member support; deeply listen and engage to best understand their thoughts and feelings from their point of view
• Act as an advocate and have a Member Obsessed approach in each interaction; genuinely caring about members and creating value for them through resolving their issue/concern
• Act on suggestions for healthcare expansion (True Health Actions) presented in the member record.
• Apply critical thinking and probing to understand member need and assess options for resolution.
• Understand scope of services that are directly supported by self and team; knowing when to connect the member with a higher level of experience and service
• Identify when and how to connect with the right internal clinical resource
• Ensure documentation in member record is complete, including linking the call (where appropriate), naming conventions and details are complete, tasks are set and records are closed in a timely manner
• Provide timely and complete resolution of tasks/legwork for member; escalating to leader if/when tasks are overdue or cannot be completed
• Support members who are frustrated with their coverage or Accolade experience with empathy, effectively de-escalating them
• Articulate the Accolade Mission and understand how their efforts support the entire member experience and journey
• Scope of member questions supported:  Simple + Complex healthcare questions (Find Care, ID Card, Eligibility, Full Benefits, Full Programs, Full Claims)
• Listen and probe to uncover barriers to care
• Leverage tools to 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)

What we are looking for…

• High school diploma / GED
• Work toward achieving as 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
• 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.

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 floa