Local Support Specialist
Accolade

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.

PLS Researcher Job Summary/Objective:

The Personal Local Support (PLS) Specialist is responsible for the receipt of requests for assistance with local recommendations, investigation of available local providers/resources, and delivery of said recommendations to the member or care team representative. The PLS team provides concierge services to our members.

Job duties & responsibilities:

• Promotes the mission, vision, and values of the organization.
  

• Receive requests for member assistance regarding local provider recommendations or community resources.
  

• Investigation of requests to identify additional information needed or additional resources that could/should be offered.
  

• Research of local providers or resources to evaluate: Insurance network coverage, quality measures, geographic alignment, and alignment with other stated member needs such as language, gender, and availability.
  

• Collection and dissemination of pertinent medical records (as needed) to support continuity of care (when applicable).
  

• Facilitation of scheduling through sharing of collected information to involved parties, and/or direct assistance with initial appointment scheduling.
  

• Member follow-up post recommendation to confirm services rendered were received, resolution of the request, and identification of additional support/resources needed.
  

• Phone coverage is 3.50 hours daily and a monthly average of 6.50 hours.
  

• Individual KPIs (Key Performance Indicators) for each Researcher:
  

• Within 30 days 2
  

• Within 60 days 3
  

• Within 90 days 4
  

• 6 months 182 days >5
  

• TAT < 4
  

• Urgent and VIPs 24 TAT
  

• Additional duties as assigned I.e. cross-coverage between departments with transferable skills sets
  

• Shift 7-4 or 8-5 based on business needs
  

• Rotating holidays/on-call
  

Skills and Qualifications:

Minimum of 1 - 3 years of experience in a healthcare setting, with at least 1 year of experience in medical referral services.

• Medical terminology proficiency
  

• Good written and verbal communication
  

• Detail-oriented
  

• Good critical thinking and prioritization capabilities and the ability to adapt to change.
  

• Excellent communication and interpersonal skills, with the ability to interact effectively with members, healthcare providers, and team members.
  

• Ability to work independently, prioritize tasks, and manage multiple priorities in a fast-paced environment.
  

• Demonstrated commitment to quality, customer service, and continuous improvement.
  

• Proficiency in Microsoft Office Suite and other relevant software applications, Computer (Mac & Windows) proficiency.
  

Working Conditions:

Work 2 - 3 days in an office environment (may vary).

Physical Requirements:

This position may require sitting or standing for extended periods, as well as some lifting and carrying of supplies or equipment.

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 businessthat truly makes an impact. At Accolade, we are committed to building aworkplace 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.

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