Full Time Client Support Associate I, Remote and/or Hybrid

About Transcarent
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.

Accolade is currently for a Full Time Client Support Associate (Care Support Associate). This position is open to Remote applicants. Applicants who are close to our offices will work a Hybrid schedule.

Applicants will be required to work from the start time between 8:00am to 11:00am EST and to 4:30pm to 7:30pm EST.

Role overview

As a Care Support Associate (CSA) you will work to provide your colleagues accurate and timely solutions to their members’ barriers.

A day in the life…

• Timely and accurate resolution of tasks

• Ensure the smooth flow of outbound notes and other correspondence as needed.
• Identify providers based on client needs and preferences
• Assure availability and the right specialty and sub-specialty is available at a given practice through making outbound calls in a call center environment
• Efficiently and accurately communicate provider options back to the Care Advocates in a way that provides clear answers to the client’s request
• Collaborate with Accolade team mates to help them the deliver best possible service experience for Accolade clients.
• Maintain a record of provider engagement experiences to continuously improve our search processes and results
• Use a combination of IT tools, direct contacts and personal influence to find provider options for clients
• Leverage multiple internal and external tools, sites and systems to resolve tasks and inquires
• Assure Note cards and other correspondences are mailed timely.
• Do web based non-clinical research as needed.
• Comply with Company and HIPAA guidelines
• When business needs dictate, able to support live client phone calls/MM-Basic Needs
• Support prospective and current customer visits
• Service with ID Card, Provider Search, Check Network Status, Eligibility, New Hire, Open Enrollment, Basic THA, RTS, Newly Diagnosed, Basic Benefits
• Other administrative tasks assigned

What we are looking for…

Required:

• High School Diploma/GED
• 1+ years employment experience in the customer service industry, the service industry, administration, or reception
• 1+ years hands on experience with web-based applications
• Demonstrated ability to utilize multiple systems while navigating variable content and process
• Openness to change and ability to quickly adapt to new processes

Preferred:

• Experience in health care industry or call center industry
• Process orientation and concise documentation
• Excellent verbal and written communication
• Shows a sense of urgency, self-motivated
• Time management and prioritization
• Attention to detail
• Ability to learn new systems and concepts quickly and retain information
• Computer proficient (touch typing, Microsoft Office experience, navigating PCs including saving documents/creating folders, etc.)
• Commitment to quality

The pay range for this position is $35,200.00 to $51,000.00. This range is annualized, assuming normal full-time employment.

At Transcarent/Accolade, we are committed to compensation practices that are fair, competitive, and aligned with our mission to support every person’s ability to thrive — at work and in life. The final base pay offered within the posted range is determined based on a candidate’s job-related knowledge, skills, and experience, as well as internal equity and market competitiveness relative to geographic location. In the United States, we use three geographic pay zones to help guide equitable and market-aligned compensation decisions. Depending on the role, offers may also include additional forms of compensation such as short-term and long-term incentives (bonuses, equity, etc.) alongside a comprehensive benefits package that supports your physical, emotional, and financial well-being .

Benefits

• Comprehen