Member Support Specialist

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As an Accolade Member Support Specialist, you'll be an essential part of the team providing exceptional care and service to our clients. Your role is responsible for ensuring phone and video consultations are connected in a timely manner, in addition to basic help desk functions. This is an opportunity to make a meaningful impact on individuals' health journeys while delivering a superior client experience.

Working hours: 2:00pm - 22:30pm CET - to cover US working time and reach US clients

Hybrid position with 1 year contract.

Start date: 1st October 2024

A day in the life...

• Follow protocols and procedures for monitoring consults, manage consult schedule and ensure back-up monitoring in place as needed

• Ensure timeliness of consult connection and troubleshoot connection difficulties

• Work closely nurse regarding consult details, including communicating technical or connection issues in a timely manner with the nurse and Technology team

• Complete Case Page monitoring documentation and enter consult duration

• Provide help desk assistance for external parties as needed and assigned

• Provide top level service with every customer we connect with and establish a
  successful connection to instill trust in our team

• Meet personal/team qualitative and quantitative targets

What we are looking for...

• 1+ years employment experience in the customer service industry

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

• Ability to thrive in a performance-based environment

• Demonstrate high level of personal accountability

• Commitment to quality and continuous improvement

• Ability to perform well under pressure, adapt to change, and meet deadlines in a fast-paced, dynamic, evolving environment

• 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

• Proven ability to roll up your sleeves and contribute quickly

• Thrive in a team environment. A team player capable of collaborating with individuals
  throughout the organization

While working in Accolade you will enjoy the following benefits:

• 5 weeks of vacation + personal days

• 1 paid day off for your volunteerism per year

• Sodexo Gastro Pass Card with no contribution

• Flexi Pass Card per month or Multisport Card

• Yoga Classesw with a contribution

• Work from abroad up to 4 weeks a year

• Parental benefits

• Virtual hospital service uLekare.cz

• Ginger Emotional Support app (https://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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