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.
As our Customer Support Specialist, you will be responsible for providing an initial triage step while preparing the tickets, including listening to calls and providing a brief summary/review of member or customer-initiated ticket. The Customer Support Specialist works with Senior Customer Specialists to help provide a thorough review and recommendation on coaching for service issues that ultimately will resolve client issues. The Customer Support Specialist is responsible for ownership of the entire escalation process including review, identification of required actions, and external response.
A day in the life...
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Own triage and initial review of escalated cases received from various channels including complaint review requests received from the customer and live FLCT escalations
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Execute initial review of member interactions, provide a summary, and develop a plan to resolve client issues including identification of process errors, content gaps, misquotes, coaching opportunities, and associated action items such as service recovery, claims and benefits outreach to health plan, etc.
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Listen to the recording of calls to document live interactions with customers
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Act as a liaison to coordinate internal efforts cross-functionally through to issue resolution and completion of all related action items.
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Draft external responses and act as the point of contact for any follow-up questions from the customer.
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Ensure customer requests are responded to within agreed-upon time frames and are resolved to customer and client satisfaction.
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Use all key customer resolution tools across all service groups to facilitate resolution of customer concerns.
To be successful in this role, it is expected that you have:
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Minimum 1-year proven track record of successfully resolving external escalations
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Ability to learn quickly and navigate through various Accolade systems
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A curious problem solver, who dives deep into information, uncovers & analyzes issues that may not be seen on the surface, and works to solution
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Ability to work autonomously as well as cross-functionally
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Exceptional communication and interpersonal skills, including a strong ability to fully listen to an issue or problem, and thoughtful written and verbal communication
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Ability to juggle multiple tasks on multiple timelines
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Able to translate ambiguity when all information is not available
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Experience managing projects
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Process-oriented
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Strong influencing skills
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Empathetic and open-minded; someone who approaches situations with the person in mind and considers all angles without rushing to judgment
While working in Accolade you will enjoy the following benefits:
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Employee Stock Purchase Plan
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5 weeks of vacation + personal days
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1 paid day off for your volunteerism per year
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Sodexo Gastro Pass Card with no contribution
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Home office
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Flexi Pass Card per month or Multisport Card
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Parental benefits
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Yoga classes with a contribution
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Work from abroad up to 4 weeks a year
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Udemy Business Platform for Hard/Soft skills training
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Virtual hospital service uLekare.cz
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Head Space Emotional Support app (www.ginger.com)
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Carrott - support on family forming journey (www.get-carrot.com)
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 committed to being a company that embraces a hybrid work environment where employees can enjoy the best of both worlds - the flexibility to work from home and the opportunity to have a common place to connect, collaborate, and innovate with others in-person. Our hybrid work model requires that employees who live within 40 miles of an Accolade office are required to be in the office for at least two days during the work week. Accolade will provide reasonable accommodation to qualified employees with disabilities or for a sincerely held religious belief.
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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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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