📍 Job Overview

Job Title: Customer Support II
Company: Accolade, Inc.
Location: El Paso, TX
Job Type: Full-Time
Category: Customer Support
Date Posted: 2025-06-18
Experience Level: Intermediate (2-5 years)
Remote Status: On-site

🚀 Role Summary

Provide exceptional customer support to Accolade members, helping them navigate the healthcare system and understand their benefits.
Serve as a trusted and empathetic resource, offering guidance and education on healthcare opportunities and programs.
Collaborate with Accolade's Operations Supervisor and team to ensure high-quality customer support and service.
Leverage tools and resources to identify and address member needs, and make appropriate referrals to Accolade's services and partners.

📝 Enhancement Note: This role is ideal for individuals with strong communication skills, a genuine desire to help others, and a passion for customer service within the healthcare industry.

💻 Primary Responsibilities

Customer Support: Handle inbound and outbound calls, as well as digital interactions, to address member questions and concerns regarding healthcare benefits, claims processes, and eligibility.
Healthcare Navigation: Assist members in finding care, understanding their benefits, and leveraging available programs to improve their overall health and well-being.
Proactive Engagement: Identify opportunities for members to lead healthier lives by educating them on relevant programs, such as gaps in care, disease-based programs, and rising clinical risk or gaps in clinical care.
Issue Resolution: Own and resolve member issues efficiently and empathetically, ensuring members understand the resolution and any next steps.
Compliance & Confidentiality: Maintain the highest level of confidentiality and comply with HIPAA regulations while handling sensitive member information.

📝 Enhancement Note: Success in this role requires exceptional listening skills, the ability to multitask, and a commitment to providing a "WOW" customer experience.

🎓 Skills & Qualifications

Education:

High school diploma or GED
Pursuing or have earned an associate or bachelor's degree (preferred)

Experience:

3+ years of experience in customer service or comparable industry experience, or 6-12 months of Accolade front line experience

Required Skills:

Strong communication and action listening skills
Ability to multitask and handle multiple channels of communication simultaneously
Proficient in Microsoft Office (Word, SharePoint, PowerPoint)
Empathetic and professional demeanor, even in challenging situations
Critical thinking and problem-solving skills
Goal-oriented and driven to succeed
Willingness to take on challenges and opportunities for growth

Preferred Skills:

Experience in healthcare or a related field
Bilingual or multilingual skills
Familiarity with healthcare benefits and insurance concepts

📝 Enhancement Note: Candidates with a background in healthcare or a related field may have a competitive advantage in this role.

📊 Web Portfolio & Project Requirements (N/A for this role)

💵 Compensation & Benefits

Salary Range: $35,000 - $45,000 per year (based on regional market research and industry standards for intermediate customer support roles)

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 and a generous holiday schedule, including 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 day per year

🎯 Team & Company Context

Company Culture:

Industry: Healthcare Services
Company Size: Medium (2,001-5,000 employees)
Founded: 2007
Team Structure: The Customer Support team is part of Accolade's Operations department, working collaboratively with other teams to ensure members receive exceptional support and service.
Development Methodology: Accolade uses a combination of Agile methodologies and continuous improvement to drive innovation and enhance the customer experience.

Company Website: Accolade.com

📝 Enhancement Note: Accolade's culture is centered around being member-obsessed, fearless, stronger together, genuine care, embracing reality, and relentless execution. These values guide the company's approach to customer support and service.

📈 Career & Growth Analysis

Customer Support II Role Level: This role is an intermediate-level position within Accolade's Customer Support career track. It offers opportunities for growth and development, including potential advancement to Senior Customer Support roles or other positions within the Operations department.

Reporting Structure: The Customer Support II role reports directly to an Operations Supervisor, who oversees a team of Customer Support professionals and provides guidance, support, and coaching to help team members grow and succeed.

Technical Impact: Customer Support II professionals play a critical role in ensuring members have a positive and effective experience with Accolade's services. Their work directly impacts member satisfaction, healthcare outcomes, and the company's overall success.

Growth Opportunities:

Career Progression: With strong performance and demonstrated skills, Customer Support II professionals may be considered for promotions to Senior Customer Support roles or other opportunities within Accolade's Operations department.
Skill Development: Accolade offers training and development opportunities to help Customer Support professionals enhance their skills and advance their careers. These may include workshops, webinars, and access to online learning platforms.
Leadership Development: High-performing Customer Support II professionals may have the opportunity to take on leadership roles, such as mentoring new team members or contributing to process improvement initiatives.

📝 Enhancement Note: Accolade's commitment to employee growth and development creates opportunities for Customer Support professionals to advance their careers and take on new challenges within the company.

🌐 Work Environment

Office Type: Accolade's call center environment is a fast-paced, dynamic, and collaborative workspace. Customer Support professionals work in an open office setting, surrounded by their teammates and equipped with the tools and resources needed to provide exceptional customer support.

Office Location(s): El Paso, TX

Workspace Context:

Customer Support professionals use a combination of computer systems, software applications, and communication tools to handle inbound and outbound calls and digital interactions.
The workspace is designed to be comfortable, efficient, and conducive to productive work.
Customer Support professionals have access to multiple monitors and testing devices to ensure they can effectively handle member inquiries and resolve issues.

Work Schedule: Customer Support professionals typically work a full-time schedule, with a standard workweek of 40 hours. The work schedule may include a rotating shift schedule to ensure coverage during peak call volume hours.

📝 Enhancement Note: Accolade's call center environment offers a fast-paced and engaging work environment, with opportunities for growth and development within the company.

📄 Application & Technical Interview Process

Interview Process:

Phone Screen: A brief phone call to assess communication skills and cultural fit.
Behavioral Interview: An in-depth discussion to evaluate problem-solving skills, customer service experience, and cultural fit.
Role-Play Scenario: A simulated customer support scenario to assess communication, active listening, and issue resolution skills.
Final Interview: A meeting with the hiring manager to discuss the role, company culture, and next steps.

Portfolio Review Tips: (N/A for this role)

Technical Challenge Preparation: (N/A for this role)

ATS Keywords: (N/A for this role)

📝 Enhancement Note: Accolade's interview process is designed to assess candidates' communication skills, problem-solving abilities, and cultural fit. Successful candidates will demonstrate a strong commitment to customer service, empathy, and a genuine desire to help others.

🛠 Technology Stack & Web Infrastructure (N/A for this role)

👥 Team Culture & Values

Customer Support Values:

Member Obsessed: Prioritize member needs and strive to make their lives measurably better through exceptional customer support and service.
Be Fearless: Think differently, take calculated risks, and continuously innovate to improve the customer experience.
Stronger Together: Collaborate with teammates, share knowledge, and support one another to achieve common goals and drive success.
Genuine Care: Show genuine concern and empathy for members, and always act in their best interest.
Embrace Reality: Be honest, transparent, and data-driven in decision-making and communication.
Relentless Execution: Operate with a bias for action, move quickly, and have fun while delivering results.

Collaboration Style:

Cross-Functional Integration: Work closely with other departments, such as Accolade's Clinical and Product teams, to ensure members receive comprehensive and coordinated support.
Code Review Culture: Encourage peer-to-peer feedback and continuous learning to improve customer support skills and techniques.
Knowledge Sharing: Foster a culture of knowledge sharing and mentorship to help team members grow and develop.

📝 Enhancement Note: Accolade's customer support culture is centered around member obsession, fearlessness, collaboration, and a commitment to delivering exceptional customer service.

⚡ Challenges & Growth Opportunities

Technical Challenges:

High Call Volume: Manage a high volume of inbound and outbound calls, ensuring efficient and effective issue resolution.
Complex Member Inquiries: Address complex member questions and concerns, requiring strong problem-solving skills and a deep understanding of healthcare benefits and insurance concepts.
Emotional Support: Provide empathetic and supportive guidance to members facing challenging healthcare situations or personal difficulties.
Continuous Learning: Stay up-to-date with changes in healthcare policies, benefits, and programs to provide accurate and relevant information to members.

Learning & Development Opportunities:

Training Programs: Participate in Accolade's training programs to enhance customer support skills, learn about new healthcare trends, and stay current with industry best practices.
Conferences & Events: Attend industry conferences and events to network with peers, learn from experts, and bring new insights and ideas back to the team.
Mentorship & Coaching: Seek mentorship and coaching opportunities from experienced team members or leaders to develop skills and advance your career.

📝 Enhancement Note: Accolade's customer support role presents unique challenges and opportunities for growth and development within the healthcare industry.

💡 Interview Preparation

Technical Questions:

Customer Service Fundamentals: Demonstrate a strong understanding of customer service principles, active listening skills, and issue resolution techniques.
Healthcare Knowledge: Show proficiency in healthcare benefits, insurance concepts, and common member inquiries.
Problem-Solving: Provide examples of successful problem-solving strategies and approaches in customer service scenarios.

Company & Culture Questions:

Accolade Culture: Demonstrate a clear understanding of Accolade's core values and how they guide the company's approach to customer support and service.
Member Obsession: Explain how you prioritize member needs and strive to make their lives measurably better through exceptional customer support.
Healthcare Industry Trends: Discuss recent trends or developments in the healthcare industry and how they may impact customer support strategies.

Portfolio Presentation Strategy: (N/A for this role)

📝 Enhancement Note: Accolade's interview process is designed to assess candidates' communication skills, problem-solving abilities, and cultural fit. Successful candidates will demonstrate a strong commitment to customer service, empathy, and a genuine desire to help others.

📌 Application Steps

To apply for this Customer Support II position at Accolade:

Submit your application through the Accolade careers portal.
Prepare for your phone screen by reviewing common customer service scenarios and practicing your communication skills.
Research Accolade's company culture, values, and healthcare services to demonstrate your enthusiasm and commitment to the role.
Prepare for your behavioral interview by reflecting on your customer service experiences and identifying specific examples of problem-solving, empathy, and exceptional customer support.
Familiarize yourself with Accolade's approach to healthcare benefits, insurance concepts, and member support to ensure you can provide accurate and relevant information during your role-play scenario.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support industry-standard assumptions. All details should be verified directly with Accolade before making application decisions.

Customer Support II - 08112025