Provider Enablement Associate I

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

Provider Health Assistants (PHA) answer inbound calls from provider offices regarding patient-related services such as verification of benefits, verification of eligibility, pre-certification, and other general physician-patient care support needs.

A day in the life…

• Answering calls in a high volume, fast paced call center environment,
• Seeking to understand the context behind the provider’s call by probing for information to understand the provider’s questions or support needs in order to ensure first call resolution;
• Navigating and engaging multiple systems, and pulling the puzzle pieces together to resolve provider questions, complex issues and requests;
• Offering guidance to providers regarding their patient’s eligibility, coverage, pre-certification denials and appeals processes;
• Educating providers on how to reduce errors in pre-certification process due to lack of information, and educating them on how to most effectively support their patients in the appeals process;
• Navigating and providing input to policies, systems, methods, and procedures for the effective management of key business processes;
• Performing other relevant tasks, as needed.

What we are looking for…

• High School Diploma/GED
• 1+ years employment experience in the customer service industry, the service industry, administration, or reception
• 1+ years hands on experience with web-based applications
• Excellent customer service skills; strong verbal and written communication
• Ability to respond empathically
• Experience resolving benefits and provider network questions in a fast paced, call center environment
• Ability to answer the unasked questions providing first call resolution
• Ability to navigate multiple systems and multi-task
• Ability to de-escalate tense situations and turn them into productive, resolve-oriented conversations
• Ability to navigate basic math scenarios including percentages, premiums/payments and out of pocket expenses (deductibles/coinsurance/copays)
• Bi-lingual preferred

Salary- $20/h

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

• Open 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

We strongly encourage you to be vaccinated against COVID-19.

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.

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