Care Advocate-Outbound II
Accolade

Job Info

---

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

As a Care Advocate-Outbound II you will serve as a trusted resource utilizing your expertise to get members engaged with Accolade, including helping enroll them in specialized clinical programs with our nurses to help them manage their complex or chronic health conditions. Your role is critical in guiding members through their healthcare journey.

At Accolade, we foster a growth mindset, encouraging continuous learning and collaboration. You will enhance your clinical knowledge while partnering with our complex case management team to deliver exceptional support, including navigating benefit offerings and specialized care programs. As a Care Advocate-Outbound, each day presents a unique opportunity to make a meaningful impact on members' healthcare journeys.

A day in the life

• Engage and Inspire Members: Proactively reach out to members, effectively and confidently communicating the value of Accolade's services. Inspire members to take an active role in their health by explaining how our programs can help them better manage complex or chronic conditions.
• Navigate Healthcare Benefits with Confidence: Act as a trusted resource, learning and mastering the details of members' health plan benefits. Use your knowledge to clearly explain their options and connect them with Accolade's specialized programs, ensuring they feel informed and empowered to make the best decisions for their care.
• Collaborate and Educate: Partner with Accolade's complex case management team to ensure seamless referrals to clinical programs. Educate members about these programs and their benefits, continuously refining your expertise to improve referral accuracy and enhance the member experience.
• Drive Results and Exceed Goals: Meet and exceed performance expectations by managing member interactions with efficiency and empathy. Balance queue management and participation metrics with a focus on delivering high-quality service and identifying opportunities for improvement.
• Own Your Workflow: Independently prioritize and manage daily tasks, including outbound and inbound interactions. Continuously look for ways to optimize workflows, streamline processes, and enhance the overall member experience while maintaining a proactive and resourceful approach.

At the heart of your work is the opportunity to positively influence members' lives, guiding them toward the right resources and solutions to support their health and well-being.

What we are looking for

• High School Diploma or equivalent
• Minimum of 2 years of experience with health plans, medical office, or related fields; or 6 months of related experience at Accolade
• Previous customer service/sales experience in a call center environment preferred
• Excellent written and verbal communication skills
• Ability to thrive in a fast-paced, dynamic environment
• Strong problem-solving and analytical skills
• Detail-oriented with a focus on quality and continuous improvement
• Proven ability to work independently and collaboratively

• Experience in a performance-based environment
• Demonstrated ability to meet deadlines and manage multiple priorities
• Strong adaptability to change
• A customer-centric mindset
• Telephonic experience

Additional Information:

• This role involves telephonic and digital interactions with members, requiring strong communication skills, organization, and the ability to work collaboratively in a team-oriented environment.
• You will be integral in advocating for members' healthcare needs and ensuring they receive personalized care and support throughout their healthcare journey.

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
  
• Paid Time Off
  
• Generous Holiday Schedule + 5 floating holidays
  
• 18 weeks of paid parental leave
  
• Subsidized commuter benefits programs
  
• Virtual access to coaching, self-care activities, and video-based therapy and psychiatry through Ginger
  
• 1 Volunteer days per year
  
• Employee Stock Purchase Plan (ESPP) w/ employee discount
  

Our people are the Heart of Accolade

Together,we are building a great and enduring businessthat truly makes an impact. At Accolade, we are committed to building aworkplace 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.

Want to learn more about who we are and what we value? Check out our Culture Book here!

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.

To review our policy around data use, visit our Accolade Privacy Policy Page. All your information will be kept confidential according to EEO guidelines.

---