Location: El Paso,TX, USA
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