Shortlister invited Kristen Vener, Director of Business Development, and Jeff Waibel, Product and Tech Solutions Expert, to share how Accolade is using human compassion, clinical expertise and intelligent technologies to deliver personalized healthcare and benefits support to employees and their families.
Accolade believes the U.S. healthcare system is broken and that the primary care physician model is not effective in guiding people through their healthcare journey. By combining live Health Assistants who are compassionate, knowledgeable and supported by a team of experts with proprietary technology, Accolade developed their comprehensive, personalized advocacy solution to deliver the best member experience.
Their approach is achieving fantastic results for employers of all sizes and across all industries. Accolade currently has:
From the member’s perspective, it’s simple: Accolade’s solution provides a single point of entry for anything related to health and benefits. They ingest as much data as they can from their customers’ programs as often as possible.
This information is at the fingertips of every Accolade Health Assistant, which puts them in a unique position to have meaningful conversations with members. Registered Nurses also stand by to provide a full spectrum of clinical support from preventive to urgent triage to acute, chronic conditions and even complex conditions. 25% of inbound contacts with an Accolade Health Assistant end up becoming a three-way call with a Registered Nurse within minutes.
To be clear, Accolade’s goal is not first call resolution. Instead, Accolade’s approach is designed to achieve member satisfaction, re-engagement and ultimately better care decisions. Health Assistants look for opportunities that would benefit from clinical counsel and have the member’s complete profile available to see health alerts and other relevant information that can provide an opening for support from Accolade’s collaborative care team or referral to other employer benefit programs that may be available.
With an open technology platform, Accolade has evolved into an agnostic benefits hub that now integrates with more than 200 vendors. Accolade has a few levels of partnership that represent deeper levels of integration. With Accolade at the core, this ecosystem allow employers to easily adjust their vendor strategy over time without having to educate members on new or changing programs. From the member’s view, it is super easy to access their personalized benefits right from the Accolade app or through the web-based portal. Combined with guidance from Health Assistants, this simple access increases member awareness of these programs and maximizes the employer’s investment in them.
Positioned as the single point of entry, Accolade is capturing very high engagement rates. They are happy to field questions about dental, EAP, disability insurance any benefit question because it is an effective means of engaging the population. By casting such a wide net, Accolade is capturing 50-70% of the total population and 50+/-% of top spend categories such as maternity management (50%), cardiovascular disease (52%), cancer (51%) and musculoskeletal conditions (47%).
What’s more, this engagement translates into results such as:
After a decade of success with its innovative flagship product, Premier, Accolade recently expanded its solution portfolio with Accolade Connect. Both solutions provide Accolade’s foundation of compassionate human interaction plus clinical expertise and intelligent technologies, but the main difference is the configuration with the health plan.
For both solutions, Accolade provides multi-modal pre-launch support for HR Teams and members as well as print and digital campaigns and worksite events during the launch. Once rolled out, Accolade offers on-demand reporting and ongoing recommendations to empower HR Teams to maintain member awareness and achieve company goals using their signature data-driven, member engagement approach that delivers the right message, to the right person, at the right time, via the right channel.
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|Who can Access Shortlister?||Versions of the Shortlister app are available for employers and benefits consultants to access detailed information on service providers and issue RFPs.||Anyone can access the basic vendor data listed on the Shortlister public site, free of charge.|
|Do employer & consultant users pay to access Shortlister?||Yes – There is a monthly subscription fee||No – Shortlister's public site has tens of thousands of visitors per month that are researching vendors. They do not pay to access this basic vendor data.|
|Do service providers pay to be listed?||No – Service providers can enroll on the Shortlister app for free.||No – Service Providers do not pay to be listed on the Shortlister public site.|
|Can service providers pay to improve their position?||No – The Shortlister app's matching algorithm is completely neutral & unbiased. It matches employer & consultant users with service providers based on how closely the buyers requirements match the service provider's capabilities.||Yes – ONLY on Shortlister's public site. Service providers can bid to show up higher on listing pages. This is how Shortlister is compensated for the substantial effort it takes to curate this pages and vet vendor data.|
|What if a service provider doesn't pay Shortlister?||Nothing – Service providers don't pay a fee to participate on the Shortlister app and are matched based on how well their capabilities align with a buyer's demographics and needs.||Service providers will still be listed on the pages for the services they provide, they will just be listed below those that have bid to list higher on that particular product page.|
|What about the Top Vendor lists at the top of the product listing pages? Is there a fee to be listed?||Not Applicable – The Shortlister app doesn't display Top Vendor lists because the algorithm generates a custom list based on the customer's needs.||Yes - There is a nominal fee of $50 per quarter that's charged if a service provider is approved for a Top Vendor list. Shortlister evaluates vendor capabilities & market performance data to determine who should be listed. Evaluating this data takes considerable time and effort, so the nominal $50 fee covers the cost of the work it takes to curate these lists. If a vendor applies for a Top Vendor list but doesn’t meet the criteria, they are not charged a fee.|
|Who provides reviews of service providers?||Reviews on Shortlister's app are collected from employers and consultants. Service providers are also able to collect reviews from their customers, once they are validated by Shortlister. When a user is logged into the Shortlister app, they can clearly see the source of the review.||Public site reviews are an aggregation of employer, consultant and provider-collected reviews. There is no way for public site visitors to differentiate the source of the review.|
|Do service providers see information and reviews put in the site by your users?||Service providers cannot see the information put in by Shortlister's consultant and employer users.||Service providers can see information that was collected from their own clients.|