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!
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.
I can’t praise this service enough. Just when I think I fully know all they can do for me (I have spoken to their nurses about questions, chatted and spoken with their claims folks for help explaining benefits and disputing my claims); today I had a question that required me to circle back and call a doctor’s office and I thought “sure, let me do that” but NO. I didn’t *have to*. She set up a 3 way call and she did the assertive no bs talking with the doctor’s office to get my problem sorted for me while I just listened. It can be so hard to advocate for oneself with doctors sometimes and the folks at accolade do it for you. I’m so thankful for a service like this.
I appreciate Yolanda, from the moment with started talking, she made me feel like I was important. She answered all my questions gave me help getting the app. Explained in detail what she can do to help me. I appreciate her taking the time to hold my hand and walk me through all the steps. She went above and beyond to assist me. By the time I got off the phone,I was so impressed byYolandas help. I told my husband you have to get the app!!! I said you’re gonna love Yolanda. It’s hard to find someone who actually cares enough to help customers. Her customer service was off the chain!!!! Thank you Yolanda !!!
I enjoyed having Cesar as my rep to take care of my billing issues that I had and he was there to take care of my needs oh I really appreciate people that do spend the time trying to figure out your billing problems and try to help you out tosolve them.I need more great people like this to be hired to help out but also they need to fix some of the phone systems for some reason they have like static as when you call in .But everything else looks great keep up the work thank you again Cesar
In my experience, it is hard to find care. When I try to find specialists near to me there is no way to order the searches. I want to find a doctor nearby but the only way to see sort by distance or patient experiences or anything. It just seems like a random ordering and it’s frustrating to use. I can’t go to the map view to see what pops up around me, but the map is fairly unresponsive when selecting locations that interest me and will not update with the selected locations information. When trying to find in network care. This lack of control over my search and lack of responsiveness in the app is very frustrating.
I have reached out a few times to ask for assistance setting up and finding a Dr. in my area that would fit my needs. All the wonderful loving people at accolade have gone beyond what could be asked of them! They have checked in on me to see how my progress is coming along and they have offered a supportive word when needed. Why can’t everyone be this outstanding? You guys have made everything so much easier! Thank you from my family and my self
This app would be incredible for health care if they just fixed the glaring issues with telehealth appointments for people in spotty service areas. Or actually support backgrounding the app without disconnecting users and then provide no way to get back to their appointment if the appointment was never connected to on both ends. If the app crashes mid call and the time is after your scheduled appointment you have no way to reconnect easily. I write this review from the point of an actual software engineer for iOS who has written a few apps with voip/sip backgrounding. It’s not rocket science. Fix it. Your priorities should be the satisfaction of your patients and making their UX top notch.
I’ve had a few issues with my being out on disability and there’s been one person that has went above and beyond for me and his name is Dean, this man is wonderful. He has helped me so much. He had taken the time to speak with myself to hear my issues as well as calling the companies I’m having a problem with. It makes me feel so good to know it’s someone I can reach out to for help when I don’t understand what to do..
We’ve been using accolade as a go between with Anthem and it’s been a very negative experience. They can take hours or days to respond to messages, the answers they give seem scripted so that when you finally get through to Anthem, you get a completely different answer, and then just today, they tried to send us PDFs with info we need, and the pretty little PDF images they sent were just that - images of the PDF icon with a little download arrow and nothing else, no active link to the PDF. We just waste a lot of time with Accolade trying to get answers and I don’t know how much of my insurance money is going to this outfit.
The nurses at Accolade are so helpful, friendly, professional, genuinely caring, and knowledgeable!!! April, Cali, and Katlyn are the sweetest nurses. They call to see how you’re doing, see if you have questions, give great advice by phone and through the app. They even advocate for you!!! The App is easy to use, and it’s easy for them to send lists of doctors you may be looking for. It’s a convenient way to communicate if your too busy to talk on the phone bc of work, etc, and it’s an easy app! Thanks! KG
It is not an exaggeration when I say this is the most useful app I have ever had. It saves so much time on the phone, they have so much information you can ask about bills about providers, anything you can really think about your health care bills or insurance questions. They have been extremely responsive and it is just so convenient!I wish I had this app sooner!
First of all, the app works well, easy to use and seems stable. The actual Accolade service itself is useful and pretty decent. Sometimes though when you ask to find providers you don’t get exactly what you’re looking for but that also might be the fault of the providers putting their specialties/features on their own websites.
Excellent customer service and support. Will coordinate and explain your options and make sure you’re in network for any medical procedures. They can expedite your requests to insure you get the answers you need. They’ll phone Dr’s offices to get the proper procedure codes and work with your insurance to make sure you’ve got the proper insurance and coverage. Very valuable resources to navigate the medical and insurance worlds.
I started Accolade a few years ago as part of a pilot program under Tricare Select. Initially, it seemed superfluous but then found them to be rather helpful in getting personalized assistance to handle medical or administrative questions. I tried accessing the service today and found that I couldn’t login due to a password failure and password reset didn’t work. Tried calling them and got a brief, ‘agents not available’ message. After doing some Google & AI research, it appears the pilot program ended. Rather sad that Accolade couldn’t see fit to advise its clients that the service had ended and just ghosts them instead.
In the past Accolade access was better and faster responses. When I was hospitalized last January 27, 2019. I spoke with accolade numerous times and they helped me maintain my sanity. In December of 2019 they got a pharmacy issue resolved in one call. This time while I am having issues with getting a specialty drug they took 2 days to respond back to me. And their attitude seemed like it was going to be at one point well you! r copay May be 6000. Per month and they weren’t outraged! Of course it didn’t come to that but still. Before today I would have given a 5 star rating.
I once had an emergency bill from hospital that is more than $7000. My colleague suggested me to use Accolade and I did. With the help of my assistant Alexa, who was very kind and helpful, my insurance company re-evaluate the claim and eventually paid off for the whole bill since I had already met the personal integrated deductible. I cannot say thank you more to Accolade and Alexa. Indeed a must have service.
I had my baby at 29 weeks. Needless to say, lots of doctors and bills. Having the app made it so easy to send over a picture of each bill and have them double check if I did indeed owe that. Most of the time, I actually didn’t! If it were for the app being so convenient, I’m not sure I would called in each and every bill. This app and the accolade reps are awesome!
I’ve turned notifications on for this app multiple times and it never notifies me when I receive a message. It means I end up having to speak with multiple people because they disconnect. The app itself is also incredibly clunky. Frankly the accolade service is also bad, you’ll ask a question and they spam you with information about MDlive or other “extras” that you’ve never even asked about! Accolade seems to be a wasted added annoyance when dealing with insurance in an already over complicated system.
This app makes back and forth with healthcare insurance issues so efficient, especially because of the chat feature. No more taking time out of your day to be on the phone with a representative. The chat feature allows you to have a conversation when and where it’s most convenient for you. I love it!
I have had great success (from Maya and Dina) as I’ve had countless questions about in network providers, bills I didn’t understand, medical collections I disputed they kindly looked into for me... it’s like having a best friend who works in medical billing and does the dirty work of dissecting all of the jargon and confusion of medical bills. And they are fast and efficient. I’m grateful.
I cannot say enough about how great and awesome the staff has been. They are amazing, fast and very helpful. I’ve had the pleasure of contacting them on 3 separate occasions, and each time my concern/problem was resolved within 15 min. They go above and beyond to address your issues. Thank you for such amazing customer service.
It is a waste of time and money not to mention energy. There is basically nothing you can do with this app only send msgs to them which they will take forever to reply saying sorry we missed you please con hesitate to contact later! Are you serious they do are unable to see your claims unable to see your benefits why should we even contact them for? To tell me sorry i missed you every single time this is like a joke basically a scam. I have no idea how the company i work for got us involved with this everyone is complaining about it
So easy to ask questions via the app, love it! I would like the option to call the rep I’m chatting with if I have a lot of follow up questions. Chat is great for one simple question but would like the option to talk on the phone if conversation gets more involved (5 min call versus 25 min chat)
what a great concept to have accolade. I am thankful that my school district employer allows the service for its employees. I especially like the ability to communicate with someone after hours to give me the information that I need. Let’s hope that AccoladeCan expand to a 365 days a week 24/7 service.
Wow! How much easier is it to pick up the phone and text a question to your assigned rep rather than hang on hold. I have small children and calls aren’t always the easiest. Accolade gives you the ability to get things done while you’re getting something done. Plus they’re super helpful.
I have question about benefits and claims, it is impossible to reach anyone on the app, the wait time is so long sometime you just have to walk away from the phone. Then somebody will random pop up and start a conversation after an hour. Calling is same thing worst wait time overall. Ever since accolade took over conversation on my insurance BlueCross Blue Shield I can’t seem to speak to a real person over the phone anymore, nobody is on the other end just endless waiting.
Just signed up for this with my new insurance Keystone Healthplan East Silver Proactive. Had questions on first specialist visit. Got immediate response and answers to my questions! This system has been a long time coming to patients and definitely needed. First impression: Amazing and efficient. Will review again when time tested! Thank you to health representative Lisa!
EVERY time I call Accolade, I am amazed at the service, caring and expertise provided by everyone I talk to-without exception! I want to thank Tee especially, who helped me get some very valuable information today, when I was not feeling up to the task of finding this particular type of care. She responded to my text via Accolade app almost immediately, offed to call me then did within seconds, patiently listened, then researched and efficiently sent me all info I’d need to get started with my health care needs. All I can say is Wow and thank you for the above-and-beyond service. Greatfully yours, Deena Peppers
I have to use Accolade since my employer opted for this instead of quality, concise, health insurance. So far I have yet to benefit from the service. When I ask for assistance finding providers, making appointments, understanding bills, I don’t ever get an answer. If I do, its too long after I’ve started a chat and they immediately end the session if I don’t respond within 5 minutes. The chat seems to be run by bots. If I had time to call and wait on hold forever, I’d just call providers directly.
Just had the opportunity to contact Accolade to understand a charge I received from my healthcare provider. My representative (Richard), what patient, thorough & courteous. He researched my situation and explained the billing and checked for errors. It was great to deal with an individual that took interest in my situation and was so helpful! Accolade Healthcare is GREAT!
I love Accolade as an easy way to get information regarding insurance coverage, however the only thing I have not loved is that the health assistants are unable to send PDFs via email and I have not been able to open them on the app. Actually, they do open but only some writing appears on each of the seven pages I received, not the name of the medical providers that I requested.
Whenever I have a question or a problem, I get an immediate response. Even if I can’t be helped right away, the communication is immediate. There is nothing worse than waiting and wondering if your message was received! Great customer service !
Every one who works for this company is kind and quick to respond. I am so grateful for their compassion and patience bc I am usually only contacting them when I have health issues and I am under a great deal of stress. So appreciate the app and your employees!!
I have a health issue and my person at accolade is helping me navigate the insurance, doctors, Meds and all of the avenues I need. She has even brought other programsTo my attention I didn’t know about that have been helpful. This program is really making a big difference for me.
Accolade and their associates make it very easy to get answers to my healthcare coverage questions. I love the messaging option! I can just message my Accolade representative with any question, and they respond within a day with a complete and thorough answer.
RUN .. if you can AVOID using Accolade I HIGHLY recommend to do just that
This company is making a mockery of being a patient facing health care system to help patients navigate how we receive essential health care. They deflect, they pass you on and on and meanwhile your loved ones lives are in jeopardy - Accolade don't answer or keep their own 24 response time promises. Its a travesty dealing with Accolade and a full time job on its own. Over the last 25yrs of US Healthcare - I have never experienced anything this BAD. Its disgusting.
I don’t know who they paid for all these five star, “this app helped cure my cancer” reviews... Every time I’ve called this company I get transferred multiple times, provided with unclear or un-knowledgeable answers, and then they refuse to transfer me to an actual employee of my health insurance provider (Independence Blue Cross). I’ve filed formal complaints with IBX, the PA State Attorney Generals Office, and the PA Insurance Commission as well as filing complaints with Senators Toomey and Casey’s offices. All health insurance should provide their customer relations in house using their own employees—ESPECIALLY WHEN ITS SOMETHING AS IMPORTANT AS YOUR HEALTHCARE.
All my questions have always been answered appropriately. Very pleased with the service. I have been using Accolade for five years now and I have never, had a problem or have been left with any unanswered questions.
I went on this app and looked for therapy. I was offered an appointment 6 weeks out because that is what the app said was available. Now that I am near that appointment, it has been pushed out a week. And my weekly request has been changed to monthly. Not what I asked for. If you really need help, this app will make you think you will be getting help, but not really. Not what I was promised by my employer or Accolade. Just a totally frustrating experience.
I was really surprised with the incredible service I was provided by my personal nurse Colleen and billing support provider jessica. They are amazing at their job. Made my day so much better. I’m glad they were able to provide answers to every question that I may have had. Awesome team!!!
I absolutely love accolade and all they do for my family. The app is very user friendly and every interaction I have had has been pleasant, informative and thorough. They go above and beyond to inform me of programs I qualify for that I didn’t even know about.
When I’ve gotten through to Accolade, they are helpful, but I’ve had several dropped calls and no call back. Having moved makes it difficult to know about getting Doctors in a new state. I’m hoping that I’ll get responses to my messages.
My personal assistant was available to me during her hours of work schedule and her professionalism and helpfulness helped me to go through hospital surgery and treatment and in recovery. And I’m hoping to be back to work when the doctors allow me too. And heading towards the road to complete remission from this horrible cancer!
I love Dr Webb, the accolade are very attentive to any inquiries you have. They do follow up calls after you call customer service just to make sure everything was resolved. I have seen great progress in my treatment have referred family members
She walked me through everything since this is a new insurance for me. She was patient and did everything for me. Its nerve racking talking to someone on the phone when your trying to learn everything you can but Yolanda made it so smooth! I appreciate her so much!! Thanks Kelly Rejniak
I am so happy with this service. They’ve taken away the stress and time to understand and resolve medical bills. I couldn’t be happier with the service and all the various representatives that I’ve dealt with over the past year. I highly recommend this service!
This is a suggestion for the app only (not the medical services available)... It would be super helpful for me to see some kind of 'flag' notification on the 'face' of the app so I know I have a message / response and to open the app... I'm not always thinking about checking messages there... an indication that I SHOULD check would be awesome!
Stephanie was amazing, She did all the leg work for me in finding a doctor. She also provide me my benefits and what is and not covered. She spoke with me about Teladoc which was amazing to know I could have that option!!! She always asked if there is any other questions. She was truly here for me. Thanks so much!!!!!
My nurse, Alexandria has been extremely helpful to me and my family, I just want her to be recognized her and her team for the fast and prompt service received. They’re always quick to reply, and the service is first rate.
All the benefits of your Accolade Health Assistant® now on your mobile phone. Questions about your coverage? Need help finding a new doctor? Confused about a provider bill? Healthcare support is just a secured message away with Accolade Mobile. Text your health assistant questions anytime, anywhere. - Send secure messages to your health assistant from home, work or on the go. Click to call your health assistant directly. - Easily go from text to call, or request a callback if your health assistant is unavailable. Store and share insurance cards. - Use Accolade Mobile as a virtual wallet - share cards with your doctor right from the app. Snap and send images of your healthcare bill. - Confused about a bill from your doctor or lab? Take a photo & let your health assistant take a look. Get the most out of your doctor visits. - Bring questions prepared by your health assistant to your next appointment! Find a new in-network provider. - Ask your health assistant for help finding a nearby physician or facility. Don’t have an Accolade Health Assistant® yet? When you send your first secure message, you’ll be assigned a dedicated health assistant for the entire family. Your health assistant takes the time to get to know you and understand your needs so they can help you make the best heathcare decision possible and get the care that’s right for you. Get Accolade Mobile today! Watch Tiffany’s story to learn how Accolade Mobile has made a difference in her life. https://www.youtube.com/watch?v=YdpFKFM5Eu0&t=4s Like us on Facebook: https://www.facebook.com/AccoladeInc Follow us on Twitter: https://twitter.com/accolade Let’s get messaging!
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