Provider Service Support Associate

Provider Service Support Associate

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Job Description

The Provider Health Assistant (PHA)

is responsible for delivering a differentiated, personalized, and incredible service experience for our providers. PHAs primarily answer inbound calls from provider offices regarding patient-related services such as verification of benefits, verification of eligibility, pre-certification, and other general physician-patient care support needs. The PHA will seek to understand questions or concerns and effectively and efficiently provide first call resolution, while delivering an excellent service experience. Your highly valuable service to our provider community will help them better support their patients’ health care needs.

A day in the life…

Answering calls in a high volume, fast-paced environment from provider offices 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 technology 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;

• Create a memorable experience with Accolade and creating stickiness in Accolade’s service and capabilities;
• Navigating and providing input to policies, systems, methods, and procedures for the effective management of key business processes;
• Performing other relevant tasks, as needed.

Qualifications

What we are looking for…

Demonstrated education, skills and experience to be successful in this role:

• 2+ years of patient/customer service experience in a health insurance setting or medical office, assisting with provider-related issues as well as pre-certification, benefits, and eligibility questions preferred
• Relevant provider service experience which could include:

  • Verification Benefits Coverage
  • Verification of eligibility
  • Pre-certification denials & Appeals
  • Front Desk- Medical Office
  • Customer service in a health plan setting

• Available to work 40 hours a week, 8 hour daily work shift between 8am and 8pm
• 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
• Quick thinker; ability to be innovative in approach to solving problems
• Demonstrated ability to take inititiative, act indepently, and show a willingness to learn
• Demonstrated ability to work in a collaborative team environment and be flexible and adaptable
• College Degree Preferred (not required)

Additional Information

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.

All your information will be kept confidential according to EEO guidelines.