Accolade, Inc.

Compensation

Full Description

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 Role overview As the Care Advocate Coordinator, you will serve as Accolade’s most visible front line Service Delivery team member supporting our members in navigating healthcare. This role is sometimes called Patient Service Representatives, but this role is so much more and just the beginning of a career. You will be primarily interfacing with our patients over the phone and through email, while also providing internal coordination with our team and doctors to ensure all our patient's needs are addressed. A day in the life… Provide a personal and exceptional member experience through inbound/outbound calls in our fast-paced contact center environment. Operate from a perspective of truly caring about our members and creating value for them Act as an advocate and have a Member Obsessed approach in each interaction-Truly caring about our members and creating value for them through resolving their issue/concern Critical thinking with empathizing through the situation and research to drive the right level of care Actively listen and probe to determine patient issues and concerns to resolve or escalate Identify when and how to connect with the right internal clinical resource Leverage technology and internal resources to help understand the members path, actions, and next steps Empathy and a passion to provide every American with more convenient and more affordable access to healthcare Exceptional interpersonal and communication skills: you are able to communicate clearly and respond effectively via phone, email and face-to-face Manage customer de-escalations Multitask through actively listening, researching through multiple platforms simultaneously, and taking notes Accurate and responsive live-time peer coaching All other duties assigned What we are looking for… We are considering full time candidates (40 hrs/wk) Must be able to work at least one consistent weekend day per week Must be able to work the overnight shift of 10:30pm PST - 7am PST One year of experience working in the healthcare industry and/or receptionist, customer service, or call center experience High school diploma /GED Skilled within In-App, Clinical Request Team, and OBCT channels Familiarity working with Electronic Health Records (EHRs) or Electronic Medical Records (EMRs) preferred CRM experience (i.e Salesforce, Zendesk) preferred Reasonable understanding of apps and how to navigate the Android and iPhone systems Demonstrated commitment to exceptional service Able to thrive in a fast-paced environment with minimal guidance Indicators of high quality interactions (quality audits, member satisfaction surveys, documentation requirements, value scores) The hourly rate for this role is: $19.45 Total Rewards Individual compensation packages are based on a few different factors unique to each candidate, including primary work location and an evaluation of a candidate’s skills, experience, market demands, and internal equity. Salary is just one component of Transcarent's total package. All regular employees are also eligible for the corporate bonus program or a sales incentive (target included in OTE) as well as stock options. Our benefits and perks programs include, but are not limited to: 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 Accrued Vacation time Accrued Sick & Safe Time Off Generous Holiday Schedule + 5 floating holidays Paid parental leave Subsidized commuter benefits programs Virtual access to coaching, self-care activities, and video-based therapy and psychiatry through Headspace 1 Volunteer day per year Location You must be authorized to work in the United States. Depending on the position we may have a preference to a specific location, but are generally open to remote work anywhere in the US. Transcarent is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. If you are a person with a disability and require assistance during the application process, please don’t hesitate to reach out! Research shows that candidates from underrepresented backgrounds often don’t apply unless they meet 100% of the job criteria. While we have worked to consolidate the minimum qualifications for each role, we aren’t looking for someone who checks each box on a page; we’re looking for active learners and people who care about disrupting the current health and care with their unique experiences.