Health Assistant

Accolade, Inc. - Scottsdale, AZ (30+ days ago)

Job Description

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) Qualifications

What we are looking for…

Bachelor’s Degree or 5 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

Additional Information

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.

  • All your information will be kept confidential according to EEO guidelines.