Care Advocate Coordinator I

Accolade, Inc.•El Paso, TX

3d•$35,200 - $51,000•Remote

About The Position

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.

Requirements

One year of experience working in the healthcare industry and/or receptionist, customer service, or call center experience
High school diploma / GED
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
Must be able to work at least one consistent weekend day per week
Demonstrated commitment to exceptional service
Able to thrive in a fast-paced environment with minimal guidance
You must be authorized to work in the United States.

Nice To Haves

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
Indicators of high quality interactions (quality audits, member satisfaction surveys, documentation requirements, value scores)

Responsibilities

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
Manage customer de-escalations
Multitask through actively listening, researching through multiple platforms simultaneously, and taking notes
All other duties assigned

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
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