Care Advocate Associate II

Accolade • El Paso, TX

378d • $20

About The Position

The Advanced Client Support Associate, reporting to a Steward, is responsible for effectively supporting requests from Accolade Health Assistants in the Health Assistant Center, supporting peers, and executing our business processes. Our ability to meet our performance and quality goals directly impacts client satisfaction.

Requirements

• Experience in a provider's office, healthcare or health plan/insurance with strong technical skills
• Demonstrated understanding of HIPAA and PHI
• Demonstrated knowledge of various health plans including HMO, PPO, high deductible, etc.
• Understanding of how patients use and access healthcare
• Demonstrated ability to utilize multiple systems while navigating variable content and process
• Experience using Microsoft Office (Word, PowerPoint) etc.
• Working with web-based applications
• Demonstrated ability to provide high quality output in a fast-paced, consumer-oriented environment
• Strong self-management /self-starter
• Excellent written and verbal communication skills with proven ability to alter their communication based on the recipient
• Critical thinking and independent problem-solving ability
• Time management and prioritization
• Ability to perform well under pressure and adapt to change in a fast-paced, dynamic, evolving environment
• Demonstrated attention to detail

Nice To Haves

• Equivalent of an Associate's degree and/or 3+ years progressive experience in a related industry - preferably healthcare, insurance or a provider's office

Responsibilities

• Provide timely and accurate resolution of Provider search tasks
• Manage own task list by completing oldest to newest tasks and assist with team task management (triage)
• Ensure all client preferences (i.e. gender, specialty, etc.) are accounted for when completing a task
• Tailor messages appropriately based on the recipient, the Client or the Health Assistant
• Proactively communicate with the Health Assistant if the task is taking more time than anticipated
• Ask a comprehensive list of questions to Providers to ensure network status, demographic information and first available appointment are verified
• Customer incentive, client logistics and fulfillment related support
• Identify and present solutions for Health Assistant and CSA gaps in knowledge and process to Stewards
• Support Health Assistants and CSAs when struggling to use a tool or find a provider
• Act as a guide during the new hire process
• Leverage multiple internal and external sites and systems to resolve tasks and inquiries
• Identify and report issues with the tools, sites and systems
• Efficiently and accurately document and communicate outcomes
• Assist with Open Enrollment and post-January client call support and outreach initiatives

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Industry: Administrative and Support Services
• Education Level: Associate degree
• Number of Employees: 1,001-5,000 employees