About Transcarent

Transcarent and Accolade have come together to create the One Place for Health and Care, the leading personalized health and care experience that delivers unmatched choice, quality, and outcomes. Transcarent's AI-powered WayFinding, comprehensive Care Experiences - Cancer Care, Surgery Care, Weight - and Pharmacy Benefits offerings combined with Accolade's health advocacy, expert medical opinion, and primary care, allows us to meet people wherever they are on their health and care journey. Together, more than 20 million people have access to the combined company's offerings. Employers, health plans, and leading point solutions rely on us to provide trusted information, increase access, and deliver care

The Intake Coordinator, reporting to Supervisor, Intake, is a liaison between Accolade and current and 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. You will also serve as a liaison between nurses and current members. Working collaboratively and efficiently with the nursing staff and other teams, you will coordinate all aspects of the referral process to ensure comprehensive member care.

A day in the life...

Answer calls in a high-volume, fast-paced environment.

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

Phone Intake 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 navigate multiple internal systems and processes to obtain appropriate data
Perform outbound calls to customers, as needed
Distribute cases amongst the other teams, based on 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 Manage the team email inbox and assign appropriate emails to nurse cases
Assign cold call referrals to REACH Health Advocates
Manage outgoing referrals identified by nurses and the client management team via web portal and secured emails
Communicate with members regarding referral opportunities available to them via their health plan providers
Ensure complete and accurate registration into the database.
Prioritizes referrals by their urgency and addresses them in a timely manner.
Work closely with the Nurse team to facilitate successful outgoing referrals
Maintain ongoing tracking and appropriate documentation on referrals using system dashboards, Google sheets, and Excel
Work collaboratively and efficiently while providing exceptional customer service to our members Meet team/personal qualitative and quantitative targets
70% Intake Calls/ 30% Referrals

What we are looking for...

At least 1 year of experience in a medical setting
Referral experience Knowledge of medical terminology.

The ability to navigate through multiple technology platforms

A high level of professionalism and customer service skills

The ability to prioritize and perform multiple high priority tasks concurrently with minimal direction.

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

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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