Hybrid Healthcare Coordinator

Accolade, Inc.; United States; Remote; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Care Advocate Coordinator to join their dynamic Service Delivery team. In this pivotal role, you'll provide exceptional support to members navigating healthcare, ensuring their needs are met through effective communication and coordination. Your ability to empathize and think critically will empower you to advocate for members, fostering a caring environment. This is not just a job; it's the beginning of a rewarding career where you can make a meaningful impact on people's lives. Join a forward-thinking company that values genuine care and relentless execution, and help shape the future of healthcare access.

Benefits

Comprehensive medical, dental, and vision benefits

401(k) Retirement Plan with matching contributions

Paid Time Off

Generous Holiday Schedule

18 weeks of paid parental leave

Subsidized commuter benefits

Virtual access to coaching and therapy

Volunteer day per year

Qualifications

• 1+ year experience in healthcare or customer service roles.
• Strong interpersonal skills and ability to communicate effectively.

Responsibilities

• Provide exceptional member experience through calls and emails.
• Act as an advocate for members, resolving issues and concerns.

Skills

Customer Service

Critical Thinking

Empathy

Communication Skills

Multitasking

Education

High School Diploma / GED

Tools

Electronic Health Records (EHRs)

Salesforce

Zendesk

Job 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.
• 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.
• We are considering full time candidates (40 hrs/wk).
• Must be able to work at least one consistent weekend day per week.
• 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.
• All other duties assigned.

What we are looking for…

• One year of experience working in the healthcare industry and/or receptionist, customer service, or call center experience.
• High school diploma / GED.
• 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).

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 day per year.

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 committed to building a workplace where all can grow and thrive. We do this by living our core values:

Member Obsessed

For everything we do, we ask ourselves: Is this going to make our member’s life measurably better?

Be Fearless

We think differently. We do what’s never been done. We are reinventing healthcare every step of the way.

Stronger Together

We honor the differences among one another and know that our unique perspectives drive us forward.

Genuine Care

We care deeply about the human beings we work with and serve. We have each other’s back.

Embrace Reality

We bring the data, tell the truth, and trust each other.

Relentless Execution

We operate with a bias for action. Take initiative, move fast & have fun.

Want to learn more about who we are and what we value? Check out our Culture Book here!

Accolade is an Equal Opportunity and Affirmative Action Employer committed to advancing an inclusive environment for all qualified applicants and employees. We provide employment opportunities, without regard, to any legally protected status in accordance with applicable laws in the US. We are committed to help ensure you have a comfortable and positive interview experience.

To review our policy around data use, visit our Accolade Privacy Policy Page. All your information will be kept confidential according to EEO guidelines.