Healthcare Customer Support Representative - Care Advocate II - El Paso, TX/Hybrid(03172025)

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

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 resources 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 & 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 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
• 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 decisi