Accolade, Inc.

I have to say that both the service and the app are incredibly inefficient. My recent experience is illustrative. A simple request required a more than three hour phone call, speaking with five different staff members and waiting on numerous holds. This was followed up by messages in the app requesting information already provided, with exceptional delays, including requiring me to update the software, repeatedly fill out the same unnecessary questionnaire, repeatedly provide personal contact information already there, multiple requests to recreate the backup pin number, and repeated requirements to login again. My time is valuable, and this process is unduly burdensome for anyone, let alone patients fresh out of surgery. It is simply unacceptable. Accolade should be paying me for my time. Do better. And a postscript: the musical sample that plays over and over again while on hold if you call Accolade has to have been selected to intentionally discourage callers from waiting on hold. The volume range and shrill notes are completely inappropriate.

When you cannot understand the claims, having difficulty with a pharmacy, need a listening ear, it helps to chat or talk on the phone with them. If you can’t find the right doctor, they will find some more to recommend. Had a problem with my pain meds with a known pharmacy and was delayed to receive for nearly weeks. First it was my physician and then it was the insurance holding things up. Finally, I spoke to Accolade Nurse and she suggested in asking them for a week’s worth. The pharmacy quickly filled it for me. Little tricks you learn from them and what to use when you need to ask billing departments, etc...it is a great tool and people to have.

Last year I was diagnosed with Breast Cancer. I am happy to say I am for the most part on the other side of my illness and on the road to recovery. The services Accolade provide were in my opinion Lifesaving!!! As you could imagine, getting my diagnosis was scary and shocking. I had no idea where to start. I did not want to just start researching on the internet and risk getting bad information or how to process all the obstacles around my illness and treatment. Accolade provided me with a team of support. I spoke with nurses and medical billing experts that guided me through every question and really provided great emotional support. They really gave me the support and attention that I needed and felt like an extension of of my closest family and friends. I felt safe and reassured ina regular basis. Even now, as I continue to deal with overwhelming insurance claims, my Accolade rep Allison has been so thoughtful, caring and attentive. This service is a major benefit and I am so grateful I had the people and the service in my corner during this time!