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
Provider Health Assistants (PHA) answer inbound calls from provider offices regarding patient-related services such as verification of benefits, verification of eligibility, pre-certification, and other general physician-patient care support needs.
A day in the life…
- Answering calls in a high volume, fast paced call center environment,
- Seeking to understand the context behind the provider’s call by probing for information to understand the provider’s questions or support needs in order to ensure first call resolution;
- Navigating and engaging multiple systems, and pulling the puzzle pieces together to resolve provider questions, complex issues and requests;
- Offering guidance to providers regarding their patient’s eligibility, coverage, pre-certification denials and appeals processes;
- Educating providers on how to reduce errors in pre-certification process due to lack of information, and educating them on how to most effectively support their patients in the appeals process;
- Navigating and providing input to policies, systems, methods, and procedures for the effective management of key business processes;
- Performing other relevant tasks, as needed.
What we are looking for…
- High School Diploma/GED
- 1+ years employment experience in the customer service industry, the service industry, administration, or reception
- 1+ years hands on experience with web-based applications
- Excellent customer service skills; strong verbal and written communication
- Ability to respond empathically
- Experience resolving benefits and provider network questions in a fast paced, call center environment
- Ability to answer the unasked questions providing first call resolution
- Ability to navigate multiple systems and multi-task
- Ability to de-escalate tense situations and turn them into productive, resolve-oriented conversations
- Ability to navigate basic math scenarios including percentages, premiums/payments and out of pocket expenses (deductibles/coinsurance/copays)
- Bi-lingual preferred
Salary- $20/h
Benefits
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Comprehensive medical, dental, vision, life, and disability benefits, including access to Accolade Advocacy, Accolade Care, and Accolade EMO.
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HDHP medical plan with generous employer contributions towards an HSA
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401(k) Retirement Plan with matching employer contributions
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Open Time Off
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Generous Holiday Schedule + 5 floating holidays
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18 weeks of paid parental leave
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Subsidized commuter benefits programs
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Virtual access to coaching, self-care activities, and video-based therapy and psychiatry through Ginger
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1 Volunteer days per year
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Employee Stock Purchase Plan (ESPP) w/ employee discount
We strongly encourage you to be vaccinated against COVID-19.
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.
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.
Accolade, Inc., PlushCare, Inc., and Accolade 2ndMD LLC will never ask you to pay to get a job. Anyone who does this is a scammer. Further, we will never send you a check and ask you to send on part of the money or buy gift cards with it. These are also scams. If you see or lose money to a job scam, report it to the Federal Trade Commission at ReportFraud.ftc.gov. You can also report it to your state attorney general.
To review our policy around data use, visit our Accolade Privacy Policy Page. All your information will be kept confidential according to EEO guidelines.
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Accolade
What We Do
Accolade connects the widest array of personal health data and programs to present a single point of entry to the most effective health and benefits resources, using a unique blend of compassionate advisors, clinical experts and intelligent technologies.
Why Work With Us
We are a team that wants to make a difference in the world. This can be felt in the relationships we build with our members, and in the innovations we bring to healthcare. You won’t find egos or office walls here. Just people who believe in honesty, doing the right thing, making an impact, and having fun.
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