Company Description

Accolade is a personalized health and benefits solution that dramatically improves the experience, outcomes and cost of healthcare for employers, health plans and their members. With a unique blend of compassionate advisors, clinical experts and intelligent technologies, we engage individuals and families in their health, establish trust, and influence their decisions at every stage of care. Accolade connects the widest array of personal health data and programs to present a single point of contact to the most effective health and benefits resources, while coordinating with providers at every step. Accolade consistently achieves 70 and higher Net Promoter Scores, 98% consumer satisfaction ratings, and up to 15% employer cost savings. Accolade has been recognized as one of the nation’s 25 most promising companies by Forbes, a fastest-growing private healthcare company by Inc. 5000, and is consistently rated a Top Workplace across the country. For more information, visit accolade.com.

Job Description

Role overview

The Accolade Digital Health Assistant (DHA) is responsible for providing our clients with a differentiated, personalized, empathic and incredible service experience, all in writing, through our digital communications platform, Connect. You will be a trusted go-to resource who helps our clients with any issues related to their health, benefits, claims and other needs. You’ll have the opportunity to help clients get the right care at the right time and help them understand everything available to them to maximize their benefits.

Qualifications

Employment Type: Part-Time

Part-Time Specific Details: This role is ideal for a healthcare customer service professional looking for a permanent part-time position to fit into their work-life-balance scheduling needs. We have several positions with flexibility to choose schedule with a minimum of 10 hours to maximum of 26 hours within our operating hours of Monday –Friday 8:00am-11:00pm (Eastern). Morning, mid-day, and evening schedules are available.

• Monday-Friday Minimum 10 hours- Max 26 hours per week
• Schedules available within operating hours of 8:00am-11:00pm (Eastern)

What we are looking for…

Demonstrated education, skills and experience to be successful in this role:

• Bachelor’s Degree or 5 years’ relevant experience in service-based healthcare or health plan environment
• Experience working in a digital environment and proven ability using advanced technology
• Excellent written communication skills
  • Writing clear and free of distractions such as poor grammar, misspellings and extraneous information
  • Able to relay complex ideas and information, through an all-digital platform, in an easily digestible format
  • Able to influence clients behavior and decision making process
• Demonstrated experience meeting clients where they are, adjusting the way you communicate to meet their needs
• Ability to thrive in a performance based environment 
• A high level of personal accountability
• Ability to multi-task and assist multiple clients at one time
• A naturally empathetic and conversational approach to supporting clients
• Commitment to quality and continuous improvement
• Proven ability to roll up your sleeves and make a contribution quickly

A day in the life…

• Leveraging Accolade’s Connect platform to digitally help clients navigate the health care system and influencing clients’ decisions & behaviors through mobile & instant messaging, email and other electronic communication
• Seeking to understand the context behind a client’s questions and responses by asking probing questions via digital written communication
• Altering your writing style to match the clients tone, level of knowledge and ensure a connection is made
• Creating a personalized & memorable experience with Accolade
• Identifying contextual red flags, uncover medical issues and barriers to care
• Proactively connecting clients with the right clinical resource (ex. Clinician, Health Plan Disease Management, Health Plan Case Management) and benefit program to address their contextual issues and barriers to care
• Uncovering information about who our clients are & tailoring your approach to fit their needs
• Understanding what a client is really asking & resolve their questions fully
• Building relationships through understanding, honest & empathic written conversation
• Closing knowledge gaps and proactively educate regarding additional programs and benefits available
• Educating and empowering clients to leverage tools and resources available to them to help them avoid inappropriate health care usage (i.e. urgent care vs. ER), process errors and optimize their benefit packages
• Helping clients navigate their benefit coverage, find providers and resolve questions regarding their claims
• Becoming your client’s person and creating a stickiness in Accolade’s service & capabilities 
• Keeping your promises to your clients by always keeping your commitments and embodying Accolade’s Cultural Cornerstones

Additional Information

What is important to us

Creating an enduring company that is hyper-focused on our culture and making a meaningful impact in the lives of our employees, members and customers. The secret to our success is:

We find joy and purpose in serving others

Making a difference in our members’ and customers’ lives is what we do. Even when it’s hard, we do the right thing for the right reasons.

We are strong individually and together, we’re powerful

Trusting in our colleagues and embracing their different backgrounds and experiences enable us to solve tough problems in creative ways, having fun along the way.

We roll up our sleeves and get stuff done

Results motivate us. And we aren't afraid of the hard work or tough decisions needed to get us there.

We’re boldly and relentlessly reinventing healthcare

We're curious and act big - not afraid to knock down barriers or take calculated risks to change the world, one person at a time.

*All your information will be kept confidential according to EEO guidelines.