Healthcare Customer Service - Start date 1.11.

This role will serve as a liaison between Accolade and current & potential customers. The successful candidate will be effective in this concierge role by educating current and potential customers on the benefits of Accolade's services while promoting customer satisfaction and experience. 
 

Working hours: 2:00pm – 22:30pm CET 

Hybrid position with 1 year contract.  

Start date: 1st November 2024 

A day in the life... 

• Answering calls in a high-volume, fast-paced environment. 

• Proactively communicate Accolade benefits and the value of our service to customers. 

• Phone calls and medical triage to the appropriate nurse team member. 

• Offer guidance to customers regarding their health plans, including eligibility.  

• Activate new customers' accounts, reset account passwords, and input/update necessary information into our database. 

• Manage an active inventory of requests with timely follow-up. 

• Assist to Accolade specialists with account concerns. 

• Effectively navigates multiple internal systems and processes to obtain appropriate data. 

• Perform outbound calls to customers, as needed. 

• Manage the team email inbox and assign appropriate emails to nurse cases. 

• Distribute cases amongst the other teams, based on the customer’s need, medical concern or diagnosis. 

• Collaborate closely with the Customer Support team to troubleshoot customers and Accolade specialist tech issues.  

• Collaborate closely with the scheduling team regarding Accolade specialists or customer consultation concerns. 

• Meet all team/personal qualitative and quantitative targets  

What we are looking for... 

• At least 1 year of experience on a similar position in customer care, healthcare or related industry 

• Fluent English at native level 

• Ability to navigate through multiple technology platforms 

• Communication Skills, Time Management, Organization, Attention to Detail,  

• Excellent verbal, written, and interpersonal communication skills. 

• Ability to prioritize and perform multiple high-priority tasks concurrently with minimal direction. 

• Team player with the capacity to coordinate across departments.