Utilization 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.

In this role you will serve as a liaison between members, EMO (Expert Medical Opinion) nurses and EMO Specialists. Working collaboratively and efficiently with the nursing staff and other teams, you will handle aiding members and specialists during the consult scheduling process by coordinating our members' and specialist availability, you will schedule virtual consults and follow-up with members to ensure they are prepared for and understand the consultation process. Your expertise will ensure that our members receive a meaningful consult with one of the elite specialists on our panel.
Responsibilities:
• Request availability from 2nd.MD specialist- Primarily to be done through 2nd.MD platform- GABI. Including communication via phone, text, and email.
• Ensure that all communication with our EMO Specialists is handled with professionalism and courtesy.
• Support specialists with availability and account concerns and assist with dashboard troubleshooting when necessary.
• Manage an active inventory of requests with timely follow-up.
• Maintain member confidence and protect operations by keeping information confidential.
• Effectively navigate multiple internal systems and processes to obtain appropriate data.
• Communicate with members throughout the scheduling process to ensure consultations are completed in a timely fashion - Via email, phone, in-app messaging & text.
• Schedule consults and follow up with members to ensure they are prepared and understand the consultation process.
• Analyze, troubleshoot, and resolve scheduling conflicts.
• Accurately input necessary member information into the database.
• Work closely with the Nurse team and Monitors to facilitate successful consultations.
• Work collaboratively and efficiently while providing exceptional customer service to our members.
• Meet team/personal qualitative and quantitative targets
Skills and Qualifications:
• 1-year medical experience.
• Knowledge of medical terminology.
• Patient scheduling experience is a plus.
• Ability to navigate through multiple technology platforms.
• Time Management, Organization, Attention to Detail, Quality Focus, Critical Thinking, Customer Services Skills, and Data Entry.
• Elevated level of professionalism.
• 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

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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