Member Support Specialist

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 an Accolade Monitor, you'll be the essential part of the team providing exceptional care and service to our clients. Your role is responsible for ensuring phone and video consultations are connected in a timely manner, in addition to basic help desk functions. This is an opportunity to make a meaningful impact on individuals' health paths while delivering a superior client experience.

A day in the life...

• Follow protocols and procedures for monitoring consults, manage consult schedule and ensure back-up monitoring in place as needed

• Ensure timeliness of consult connection and troubleshoot connection difficulties

• Work closely regarding consult details, including communicating technical or connection issues in a timely manner with the a dedicated and Technology team

• Complete Case Page monitoring documentation and enter consult duration

• Provide help desk assistance for external parties as needed and assigned

• Provide top level service with every customer we connect with and establish a successful connection to instill trust in our team

• Meet personal/team qualitative and quantitative targets

• Ad-hoc tasks based on the business needs

What we are looking for...

• High School Diploma or equivalent
• 1+ years employment experience in the customer service industry

• Excellent knowledge of English language, strong communication skills both in written and verbal

• Ability to thrive in a performance-based environment

• Demonstrate high level of personal accountability

• Commitment to quality and continuous improvement

• Ability to perform well under pressure, adapt to change, and meet deadlines in a fast-paced, dynamic, evolving environment

• 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

• Proven ability to roll up your sleeves and contribute quickly

• Thrive in a team environment. A team player capable of collaborating with individuals
  throughout the organization

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
• Paid 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

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.

Want to learn more about who we are and what we value? Check out our Culture Book here!

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.

To review our policy around data use, visit our Accolade Privacy Policy Page. All your information will be kept confidential according to EEO guidelines.