Client Support Associate, (CSA) - (August 2021)

Full-time | Plymouth Meeting

Hello we’re Accolade.

We have an opportunity to change the way consumers experience the healthcare system that’s really not working in their favor. Our mission is to make life better for the consumer, drive costs down for the business, and actually make people healthier through compassion, expertise, and technology.

Job Details

Accolade at a glance…

Accolade provides personalized health and benefits solutions designed to empower every person to live their healthiest life. We help millions of people and their employers navigate the complexities of the healthcare system with empathy, expertise and through exceptional service while supporting them in lowering the cost of care and improving health outcomes. Accolade blends technology-enabled health and benefits solutions, specialized support from Accolade Health Assistants® and Clinicians and access to expert medical opinion services for high-cost treatment decisions. We consistently receive consumer satisfaction ratings over 90 percent and have been recognized by Inc. Magazine as a Top Place to Work 2020 and Business Intelligence for Excellence in Customer Service 2020. Please visit us on LinkedIn, Twitter, Instagram and Facebook and at accolade.com.

Role overview

As a client support associate you will work to provide your colleagues accurate and timely solutions to their clients’ problems.  The cornerstone of this role is to add value to their clients’ selection of doctors and facilities, but it is the sole administrative support of an Accolade team.  This job requires critical thinking, creative problem solving, persistence and a high degree of organization.    As a Client Support Associate you are a member of a team of professionals, including clinical and benefits experts all dedicated to serving our clients in a telephonic environment.  You will provide key support to your colleagues’ work with their clients. 

A day in the life…

  • Support the Accolade Health Assistants’ work to enable clients to get the right care at the right time by assuring the smooth flow of outbound notes and other correspondence as needed.
  • In support of the work of Accolade Health Assistants, find providers based on client needs and preferences
    • Assure availability and the right specialty and sub-specialty is available at a given practice
  • Collaborate with Accolade team mates to help them the deliver best possible service experience for Accolade clients.  This includes making sure voice mails and tasks are attended to by other Health Assistants when they are unavailable due to absence.
  • Other administrative tasks as assigned by your team’s steward.
  • Use a combination of IT tools, direct contacts and personal influence to find provider options for clients
  • Communicate provider options back to the Accolade Health Assistant in a way that provides clear answers to the clients request.
  • Maintain a record of provider engagement experiences to continuously improve our search processes and results
  • Comply with Company and HIPAA guidelines
  • Assure Note cards and other correspondences are mailed timely.
  • Check colleagues voicemails and tasks and make sure they are handled by other Health Assistants as needed
  • Do web based non clinical research as needed.
  • Special administrative projects as requested
  • Able to do all of the above in a telephonic environment and in a collaborative environment with colleagues

What we are looking for…

  • Bachelors’ Degree preferred  but not required
  • Possess excellent communications skill and the ability to represent Accolade in a professional manner.
  • Strong ability to collaborate with teammates to get best outcome for clients.
  • Organized, dependable and meticulous
  • The ability for self-reflection and the capacity to accept and utilize feedback
  • Must be computer literate at an intermediate or advanced level
    • This needs to include Microsoft Office Word and Excel and the ability to do targeted searches on the web for providers and resources
  • Flexible and highly reliable.
  • Bilingual (English/Spanish) desirable but not required.

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.

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Client Support Associate, (CSA) - (August 2021)

Full-time
Plymouth Meeting
Service Operations