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.
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Role overview
As an Accolade Government Solutions (GST) Health Assistant, reporting to a Steward, you will be a trusted go-to resource who supports our nurses with our TRICARE Beneficiaries with any issues related to their health or health benefits. You will have the opportunity to help clients get the right care at the right time... no problem is too big or too small.
Duties and Responsibilities
- Understand the methods of communication and engagement with our Beneficiaries
- Optimize & leverage the communication channels that fit each client
- Understand a client's context
- Assist our nurses in ensuring our beneficiaries are fully supported
- Partners with GST nurses to welcome new clients to the program
- Assessment of urgent needs or barriers to care
- Gathers critical data to support the completion of the Comprehensive Care Plan
- Gain a holistic view of who our beneficiaries are, understand what's important to them, and provide information so they can make an informed decision about their healthcare
- Maintains accurate documentation of all interactions with beneficiary
- Consults with clients regarding needed resources and provide various options that meet their needs
- Coordinates care with beneficiary's providers to ensure they are up to date on all care
- Assisting with outreach mailings and faxes
- Assisting with timely follow-ups and rescheduling
- Answer inbound calls and triage as needed
- Assist in ensuring all beneficiaries' tasks are tracked and managed
- Assist in finding provider options and deliver results to beneficiary
- Assist in understanding and quickly retrieving TRICARE/EFMP/ECHO benefit information.
- Help clients optimize benefits packages & third-party vendors appropriately
What we are looking for...
- Bachelor's Degree or 5 years relevant experience in a service-based environment preferred
- Ability to thrive in a performance-based environment
- Demonstrate a 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)
- Strong self-management
- Excellent written and verbal communication skills with proven ability to communicate with individuals at various levels within the organization
Task List
- Initial outreaches to new beneficiaries. This includes calling parents, confirming demographic information (phone, family, email, address, insurance, etc.), reviewing the parent toolkit, assessing for urgent needs and barriers, reviewing CCP, reviewing current providers, completing care coordination with providers, reviewing provider search and logistics, assessing for need of provider search or resources, scheduling of follow up with the ASN.
- Documentation of initial call. This includes adding in delegate status, and contact information, creating provider letters, creating a welcome letter for family, starting documentation of the CCP including initial goals, emailing any requested resources from the initial call, and creating follow-up tasks for ASN.
- Care Coordination. Reaching out to primary care providers, developmental pediatricians, ABA providers, and others as requested to inform them about the beneficiary's enrollment and provide them with the provider toolkit.
- Logistics. Completing a requested consultation with the beneficiary's family around a needed resource. During the consult, an assessment is done to narrow down the specifics of the family's needs. Questions are focused on distance, financial limits, sensory considerations, family schedules, specific interests, resources already utilized, and any other considerations or barriers that are relevant to the request. This information is then taken offline and a search is conducted over several days with research and phone calls made to verify all information found before emailing final results to the family.
- Provider Search. Offline research and verification process of locating new providers for beneficiaries based on the requested type of provider and personal preference. Factors taken into account when looking for providers include insurance status (INN/ONN), distance willing to travel, type of specialist needed, scheduling restrictions, waitlist times, gender preference, language barriers, sanctions, telehealth options, and other needs as listed by the beneficiary. Research and verification can take up to several weeks before results are able to be delivered to the family.
- Mailing. Creation and documentation of needed letters for families and providers. This includes six different types of letter formats.
- Faxing. Creation and documentation of letters and care plans to send to beneficiaries' providers
- Phone Call. Receiving all inbound phone calls. Triaging each family to quickly and effectively provide the services requested.
Hourly Range:
$22.00 - $24.00/hr
Accolade, Inc., PlushCare, Inc., and Accolade 2ndMD LLC will never ask you to pay to get a job. Anyone who does this is a scammer. Further, we will never send you a check and ask you to send on part of the money or buy gift cards with it. These are also scams. If you see or lose money to a job scam, report it to the Federal Trade Commission at ReportFraud.ftc.gov. You can also report it to your state attorney general.
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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
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.
Accolade is committed to being a company that embraces a hybrid work environment where employees can enjoy the best of both worlds - the flexibility to work from home and the opportunity to have a common place to connect, collaborate, and innovate with others in-person. Our hybrid work model requires that employees who live within 40 miles of an Accolade office are required to be in the office for at least two days during the work week. Accolade will provide reasonable accommodation to qualified employees with disabilities or for a sincerely held religious belief.
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.
Accolade, Inc., PlushCare, Inc., and Accolade 2ndMD LLC will never ask you to pay to get a job. Anyone who does this is a scammer. Further, we will never send you a check and ask you to send on part of the money or buy gift cards with it. These are also scams. If you see or lose money to a job scam, report it to the Federal Trade Commission at ReportFraud.ftc.gov. You can also report it to your state attorney general.
To review our policy around data use, visit our Accolade Privacy Policy Page. All your information will be kept confidential according to EEO guidelines.
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