Healthcare Customer Support Representative - Care Advocate - El Paso, TX (100724)

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
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

• Employee Stock Purchase Plan (ESPP) w/ employee discount

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 commit