Provider Services Customer Service

Company: Accolade
Location: Philadelphia
Posted on: August 7, 2022

Job Description:

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 .
A day in the life...

• Answering calls in a high volume, fast paced environment, from providers regarding patient-related services such as verification of benefits, verification of eligibility, pre-certification and other general physician-patient care support needs;
• Seeking to understand the context behind the provider's call by probing for information to understand the provider's questions or support needs in order to ensure first call resolution;
• Navigating and engaging multiple systems, and pulling the puzzle pieces together to resolve provider questions, complex issues and requests;
• Offering guidance to providers regarding their patient's eligibility, coverage, pre-certification denials and appeals processes;
• Educating providers on how to reduce errors in pre-certification process due to lack of information, and educating them on how to most effectively support their patients in the appeals process;
• Navigating and providing input to policies, systems, methods, and procedures for the effective management of key business processes;
• Create a memorable experience with Accolade and creating stickiness in Accolade's service and capabilities;
• Performing other relevant tasks, as needed. What we are looking for...
  
  • Excellent customer service skills; strong verbal and written communication
  • Ability to respond empathically
  • Experience resolving benefits and provider network questions in a fast paced, telephonic environment
  • Ability to answer the unasked question providing first call resolution
  • Ability to navigate multiple systems and multi-task
  • Ability to de-escalate tense situations and turn them into productive, resolve-oriented conversations
  • Ability to navigate basic math scenarios including percentages, premiums/payments and out of pocket expenses (deductibles/coinsurance/copays)
  • Quick thinker; ability to be innovative in approach to solving problems
  • Demonstrated ability to take initiative, act independent and show a willingness to learn
  • Demonstrated ability to work in a collaborative team environment and be flexible and adaptable
  • 1+ years of customer service experience in an insurance setting (Health Plan preferably) dealing with provider-related issues as well as pre-certification, benefits and eligibility questions
  • Available to work 40 hours a week between 8am and 8pm
  • College Degree Preferred (not required)
  • Bi-lingual preferred We strongly encourage you to be vaccinated against COVID-19.
    What is important to us...
    Creating an enduring company that is hyper-focused on our culture and making a meaningful impact in the lives of our employees, members and customers. The secret to our success is:
    We find joy and purpose in serving others
    Making a difference in our members' and customers' lives is what we do. Even when it's hard, we do the right thing for the right reasons.
    We are strong individually and together, we're powerful
    Trusting in our colleagues and embracing their different backgrounds and experiences enable us to solve tough problems in creative ways, having fun along the way.
    We roll up our sleeves and get stuff done
    Results motivate us. And we aren't afraid of the hard work or tough decisions needed to get us there.
    We're boldly and relentlessly reinventing healthcare
    We're curious and act big -- not afraid to knock down barriers or take calculated risks to change the world, one person at a time.
    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.
    RSRACC
    Accolade

Keywords: Accolade, Philadelphia , Provider Services Customer Service, Hospitality & Tourism , Philadelphia, Pennsylvania