LVN, Clinical Engagement Specialist
Accolade

Job Info

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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.

Responsibilities:

• Manage long term follow ups with members after utilization of 2nd.MD services to confirm next steps and reconcile treatment plans.
• Clearly document member's disposition and intended next steps post follow-up to share back to the appropriate quality analyst team member.
• Manage outbound and inbound calls to and from our members in a timely manner.
• Deliver effective and enthusiastic communication to encourage and motivate potential members to utilize 2nd.MD's services and be proactive about their health.
• Collect pertinent history from our members and triage to the appropriate nurse.
• Collaborate effectively with an integrated care team to support care coordination for our members.
• Provide concierge level service with every member we connect with and establish a successful rapport to instill trust in our team.
• Proactively communicate the benefits and the value of our service with every member contact.
• Collect and maintain accurate notes within our system.
• Manage an active inventory of requests with timely follow-up.
• Meet personal/team qualitative and quantitative targets.
• Participate in Care Team meetings and other identified team meetings.
• Perform initial member outreach and guide the members with clinical expertise to the appropriate local provider, need for escalation of care, readiness for 2nd.MD service, or outgoing referral.
• Manage formal monthly review of alternative diagnosis cases to ensure appropriate follow-up and provide additional support to members as needed through utilization of 2nd.MD services.
• Troubleshoot and address member utilization and engagement.
• Conduct ongoing follow-up to ensure member's achieve the desired outcome.
• Work closely with Utilization Specialists, Personalized Local Support, and Nurses to foster cross departmental collaboration to optimize member experience and utilization of 2nd.MD services.
• Assist Nurse Manager and Nurse Case Manager with special projects as needed.
  

Skills and Qualifications:

• Communication skills, strong telephonic and computer skills, teamwork skills, time management, organization, attention to detail, quality focus, professionalism, productivity, documentation skills, critical thinking, customer services skills/telephone etiquette, data entry management, interpersonal skills, adaptability to different member personality types.
• LVN/LPN with minimum of 2-3 years of experience in any multimodality specialty/clinic setting
• Technician experience.
• Healthcare telephone triage experience preferred.
• Excellent communication and public speaking skills.
• Bilingual abilities are a plus, but not required.
• Proficient computer skills and ability to navigate multiple technology platforms.

We strongly encourage you to be vaccinated against COVID-19.

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.

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.

2nd.MD

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