Care Coordinator

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.

We are looking for teammates to join us in building our company, culture, and Member experience who:  

• Put people first, and make decisions with the Member’s best interests in mind 
• Are active learners, constantly looking to improve and grow 
• Are driven by our mission to measurably improve health and care each day 
• Bring the energy needed to transform health and care, and move and adapt rapidly 
• Are laser focused on delivering results for Members, and proactively problem solving to get there 

What you’ll do 

• Communicate and follow-up with plan members to ensure understanding of the program while delivering exceptional customer service  
• Answers the phones and responds to incoming inquiries while utilizing care center training tools  
• Facilitates patients successfully through the surgery review process, exceeding expectations while meeting the program metrics  
• Efficiently and effectively manages a case load across a variety of clients and surgical categories  
• Coordinate the scheduling and approval process from the initial request for surgery to patient placement  
• Obtain the necessary information – demographic, financial, clinical and other pertinent data to complete referral process  
• Obtain medical records in a timely and accurate manner to ensure an expedited process  
• Maintain and update application with current data, pertinent information, and status of cases 
• Collaborate with providers, clinics and facilities, and various levels of management to effectively resolve issues. Obtain pre-authorizations. 
• Works effectively with other supporting operational roles and internal departments, to coordinate the member’s case 
• Effectively address and resolve patient barriers to utilize the benefit including working with members to address program questions 
• Maintain confidentiality and knowledge of HIPAA regulations 
• Demonstrate Transcarent core values 
• Comply with company policies 
• Be willing and available to work overtime as needed 

What we’re looking for 

• Available to work Monday – Friday, 11:30a-8:00p MT
• 2 to 4 years customer relationship and phone center experience 
• Proficient in data entry, Microsoft Office, and contact center-style phone systems  
• Excellent customer service, written and verbal communication and interpersonal skills  
• A “delight the customer” attitude 
• Prior healthcare industry experience with a working knowledge of medical terminology and health benefits claim process 
• Strong organizational, critical thinking and problem-solving skills 
• Strong attention to detail and follow-through 
• Project management-type skills; prior experience managing a high-volume caseload 
• An ability to focus in a high energy atmosphere 
• Openness and understanding that dynamic environments include change, and welcoming that change with a positive attitude 

Nice to have 

• Experience in surgical scheduling 
• Strong skills in multitasking 
• Ability to move between multiple technologies 

As an onsite, hourly position, the pay for this role is:

• $20.00-$24.00/hr