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…

Engage with clients and understand their needs

• Be available when clients need us and optimize & leverage the communication channels that fit for each client
• Understand a client’s context. Uncover information about who our clients are & tailor our approach to fit their needs
• Take a holistic approach to a client interaction
  • Understand what a client is really asking & resolve their questions fully to close knowledge gaps
  • Actively listen for contextual red flags and uncover barriers
  • Use technology & data to gain a better understanding of needs the client may not be voicing
  • Uncover medical issues. Actively listen for health red flags and probe to uncover medical issues

Deliver interventions

• Support clients to navigate the complex and confusing health care system
• Influence clients’ decisions & behavior by:
  • Making clients smarter consumers of health care
  • Being a translator of their benefit packages & care plans in a way that they can take appropriate action
  • Being an aggregator to their entire ecosphere (vendors, carriers, providers, etc.)
  • Helping clients find doctors, in the way that best suits them
  • Uncovering barriers
• Identify when & make it easy to connect with the right clinical resource (ex. Clinician, Health Plan Disease Management, Health Plan Case Management)
• Leverage technology & internal resources (ex. Specialists, CSAs) to help understand the client’s path, actions needed & next step

Drive better client outcomes

• Assist with improved financial outcomes
  • Help clients avoid inappropriate health care usage & process errors, see the right providers at the right time, and optimize benefit packages & third party vendors appropriately
• Assist with improved health (medical & behavioral) outcomes
  • Help clients understand & optimize their preventive services
  • Help clients have better managed chronic conditions
  • Assist with Rx compliance and treatment compliance
  • Help clients comply with regular doctor visits and reduce and/or eliminate avoidable admits, ER usage & readmits
  • Help clients monitor controlled health measures (controlled chronic, A1C levels)
  • Help clients have healthy babies
  • Help clients have an improved quality of life

Delight clients

• Create a personalized & memorable experience with Accolade
• Meet clients where they are and tailor your approach based on the client
• Match tone, style & knowledge level
• You are a client’s person when they need a person and you help clients help themselves
• Build relationships through listening, honesty & empathy
• Create a stickiness in Accolade’s service & capabilities
• You are reliable, there when they reach out to us, and you keep your promises (ex. we follow-up when we said we will)

What we are looking for…

• Bachelor’s Degree or 2-3 years relevant experience in service-based environment 
• Ability to thrive in a performance based environment
• Demonstrate high level of personal accountability
• Ability to listen, talk and type all at once through multi-channel communications
• Empathetic critical thinking
• Commitment to quality and continuous improvement
• Demonstrated ability to use Microsoft Office (Word, Sharepoint, Powerpoint)

Desired Personal Characteristics:

• Strong self-management
  • Excellent written and verbal communication skills with proven ability to communicate with individuals at various levels within the organization
  • Ability to perform well under pressure, adapt to change, and meet deadlines in a fast-paced, dynamic, evolving environment
  • Aptitude for critical thinking / problem solving
  • Demonstrated attention to detail
  • Ability to independently manage one’s own workload to meet the demands of the business
• Operate from a perspective of truly caring about our clients and creating value for them
• Change champion and adapt to change quickly
• Data-driven and fact-based: focused on getting to best answer for clients
• Detail-oriented, inquisitive, problem-solving in nature
• Proven ability to roll up your sleeves and make a contribution quickly
• Thrive in a team enivornment. A team player capable of collaborating with individuals throughout the organization