Healthcare Navigator/ Customer Service

| Seattle
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.

Job Description

Role overview

As an Accolade Health Assistant, you will be a trusted go-to resource who helps our clients with any issues related to their health or health benefits. You’ll have the opportunity to help clients get the right care at the right time… no problem is too big or too small.

A day in the life…

Be a trusted advisor for our client’s healthcare needs by:

Engaging with clients and understanding their needs

  • Understanding our clients’ needs by being an active listener and communicator
  • Operate from a perspective of truly caring about our clients and creating value for them
  • Ability to listen, talk, and type all at once through multi-channel communications
  • Be available when clients need us

Delighting Clients

  • Create a personalized & memorable experience with Accolade
  • Build relationships through listening, honesty and empathy
  • Support clients by helping to translate their benefits package and care plans in a way that they can take appropriate actions
  • Responsible for satisfying future and current client needs by delivering exceptional client service on a day to day basis
  • Keep our promises

Delivering Interventions

  • Support clients to navigate the complex health care system
  • ·Working on behalf of our clients for their health care needs with others (vendors, carriers, providers, etc.)

Driving better client outcomes

  • Leverage technology and internal resources to provide data-driven and fact-based information focused on getting to best results for clients
  • Influence care by educating clients, providing options, and assisting with navigating the healthcare system
  • Use problem solving and critical thinking capabilities to identify and understand barriers of care support clients
  •  Assist with improved health and financial outcomes
  •  Influence care by educating clients, providing options, and assisting with navigating the healthcare system.

Qualifications

What we are looking for…

  • Bachelor’s Degree or 2-3 years relevant experience in service-based environment
  • Comfortable with daily commute to our downtown Seattle, WA branch 
  • Ability to thrive in a performance based high-touch service environment (preferably with an inbound/outbound telephonic component)
  • Excellent interpersonal, verbal, and written communication skills
  • High level of curiosity and ability to problem solve
  • Ability to acquire proficiency with necessary technology, including computers, software applications, phone systems, etc.
  • Thrive in a team environment, with the ability to excel in a fast-paced atmosphere and successfully collaborate with diverse groups at all levels of the organization. 
  • Bilingual (Spanish) is a plus

Additional Information

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

Read Full Job Description

Technology we use

  • Engineering
  • Product
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • SparkFrameworks
    • TensorFlowFrameworks
    • ConfluenceManagement
    • JIRAManagement
    • TrelloManagement

Location

We are right in the heart of the action downtown, located at the Washington State Convention Center (https://www.wscc.com)

An Insider's view of Accolade

What’s the vibe like in the office?

Someone in our office hacked into the white noise machine speakers and installed a Slackbot to play music from Spotify where anyone can add to the queue. We start it every Friday afternoon and it's amazing.

Ben

Sr. Director Product Management

What does your typical day look like?

We’re talking to people who are searching for ways to create value both for their employees and for their cost centers. Normally, in other companies, you are pitching something that either saves time or money. Here, we are spreading the word about something that can profoundly change or save lives. Who wouldn’t want to do this kind of work?

Lyndi

Sr. Demand Marketing Manager

How has your career grown since starting at the company?

Nothing beats the culture here. You have people who can help you grow and contribute to the best of your abilities- that is the best thing about Accolade. I started as an Intern and now am a Business Intelligence Developer!

Akshay

Business Intelligence Developer III

What is your vision for the company?

We have an opportunity to change the way consumers experience the healthcare system that's really not working in their favor. Healthcare is complicated, anxiety-creating, and it's too expense. Our service has an opportunity to make life better for the consumer, drive costs down for the business, and actually make people healthier.

Raj

CEO

How do you collaborate with other teams in the company?

I love how cross-functional Business Development is, because it allows us to work with so many different constituents across the business. Accolade is a talented yet humble team, where trust in each other is paramount. In this culture, I watch people to reach their greatest potential without feeling alone in the face of exciting challenges.

Jennifer

Sr. Director Business Development

What are Accolade Perks + Benefits

Culture
Volunteer in local community
We are encouraged to volunteer through a variety of company sponsored events, such as A Day On, Not a Day Off, our annual MLK Day of Service and by using our additional PTO day of volunteerism.
Eat lunch together
Intracompany committees
We have spirit, wellness, philanthropy, and recognition committees which are cross-collaborative throughout the entire company.
Daily stand up
Open door policy
From our CEO, across to the rest of the org, not a single personal office exists in any Accolade location- we have open facilities ripe for cross-collaboration.
Team based strategic planning
Group brainstorming sessions
We have a homegrown idea management program called "Bold Ideas," a team who owns the "Innovation Loop" roadmap, as well as various Designathon and Hackathon activities.
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
We empower each other by creating an inclusive environment & living our values out loud. We embrace differences & value diversity of thinkers & thought. We are Accolade & we are changing healthcare
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
We also offer an option to add a Health Savings Account (HSA).
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Performance Bonus
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Some Meals Provided
Happy Hours
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Diversity Program
Lunch and learns
Promote from within
Customized development tracks
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