Company Description

Accolade provides personalized health and benefits solutions designed to empower every person to live their healthiest life. Using a blend of cloud-based technologies, specialized support from Accolade Health Assistants® and Clinicians, and integrated data and programs across mobile, online and phone, Accolade navigates people through the healthcare system with trust, empathy and ease. Employers of all sizes offer Accolade to employees and their families as the single place to turn for all health, healthcare, and benefits questions or concerns, increasing their engagement in benefits and connecting them to the highest quality providers and care. By empowering people to make better decisions about their health, Accolade lowers the cost and complexity of healthcare, and achieves consumer satisfaction ratings over 90% and an NPS of 60. The company has been recognized multiple times as a Fastest Growing Business, Top Workplace and Company to Watch. For more information, visit Accolade on Twitter, Facebook, LinkedIn and at www.accolade.com.

Job Description

Role overview

The Health Assistant on the Solutions & Growth team, reporting to the Manager, Clinical Operations, is responsible for providing our clients with a differentiated, personalized, emphatic and incredible service experience, across all communications channels including phone, mobile and email. 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.

A day in the life…

• Leveraging Accolade’s platform to help clients navigate the health care system and influencing clients’ decisions & behaviors
• Seeking to understand the context behind a client’s questions and responses by asking probing questions
• 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 guidance, resources (ex. Clinical benefits education and referral, Nurse triage, etc.) 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 interactions
• 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 advocate and creating stickiness in Accolade’s service & capabilities 
• Keeping your promises to your clients by always keeping your commitments and embodying Accolade’s Cultural Cornerstones
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Qualifications

Position Details:

• Location: Seattle, WA. This role will have some flexibility to work remotely at times but will require commuting to onsite branch in Seattle, WA. as needed.
• Daily work schedule: The Solutions & Growth department operating hours are 8:00am-11:00pm. We are looking for individuals that can be flexible with their daily work schedule.
  • Most schedule coverage is needed 10:00am-6:30pm (PST) and requires one day a week closing shift until 9:00pm (PST).

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 a healthcare or health plan customer service-based environment
• Bilingual in English/Spanish preferred
• Excellent verbal and written communication skills
• Writing clear and free of distractions such as poor grammar, misspellings and extraneous information
• Able to relay complex ideas and information in an easily digestible format
• Able to influence client’s 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
• Demonstrated ability to use Microsoft Office (Word, SharePoint, PowerPoint)
• Strong self-management to independently manage one’s own workload to meet the demands of the business 
• A change champion with the ability to perform well under pressure, adapt to change quickly, and meet deadlines in a fast-paced, dynamic, evolving environment
• Aptitude for critical thinking / problem solving
• Demonstrated attention to detail
• Operate from a perspective of truly caring about our clients and creating value for them
• Data-driven and fact-based
• Proven ability to roll up your sleeves and make a contribution quickly
• Thrive in a team environment
• Proven ability to proactively and effectively communicate with individuals at various levels within the organization

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.