Working Hours 07.30-16.00 (5 days per week: Tuesday - Saturday or Sunday - Thursday )
Start date: 1st November 2024
Contract limited to 1 year (possibility to extend)

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

In the role of our Healthcare Coordinator, you will represent our company, engaging with clients via phone, email, and instant messaging. Additionally, you will internally coordinate with our teams and doctors to ensure comprehensive attention to all client needs.

A day in the life…

  • You engage with customers to understand their needs by answering inbound calls (approximately up to 10 calls a day), replying to emails or messages in the app.

  • You process requests from our clients and in the ticket system (emails, messages).

  • You customize your approach to meet clients' needs by understanding their context, actively listening for contextual and health red flags, and leveraging technology and data to uncover any medical issues.

  • You deliver interventions by supporting clients to navigate the complex and confusing healthcare system, influencing their decisions and behaviors, and identifying when to connect them with the right clinical specialists.

  • You drive better client outcomes by helping clients understand and optimize their preventive services, see the right providers at the right time, and have an improved quality of life.

  • You delight clients by creating a personalized and positive experience with Accolade, matching their tone, style, and knowledge level, and building trust through listening, honesty, and empathy.

  • You assist clients in enhancing preventive services and effectively managing chronic conditions.

  • You collaborate with various teams, ensuring smooth and effective resolution of tasks and challenges across the organization.

  • Ad-hoc tasks based on the business needs

What We Are Looking For…

  • Previous customer service experience from the industry where technology, multi-tasking and verbal/written communication is used to drive their day-to-day responsibilities.

  • Ability to work with various systems such as CRM and ticketing systems.

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

  • Ability to thrive in a performance-based environment, demonstrating a high level of personal accountability.

  • Ability to listen, talk, and type all at once through multi-channel communications.

  • Empathetic critical thinking, thriving in a team environment, and capable of collaborating with individuals throughout the organization.

  • Commitment to quality and continuous improvement, with strong self-management and excellent written and verbal communication skills

  • 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 and the 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.

While working in Accolade you will enjoy the following benefits:

  • Employee Stock Purchase Plan

  • 5 weeks of vacation + personal days

  • 1 paid day off for your volunteerism per year

  • Sodexo Gastro Pass Card with no contribution

  • Home office

  • Flexi Pass Card per month or Multisport Card

  • Parental benefits

  • Yoga classes with a contribution

  • Work from abroad up to 4 weeks a year

  • Virtual hospital service uLekare.cz

  • Head Space Emotional Support app (www.ginger.com)

  • Carrott - support on family forming journey (www.get-carrot.com)

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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Dog-friendly office More than 5 weeks of vacation Contributions to sport, culture or past time activities Extra holidays Meal vouchers or meal contributions Bonuses

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