Find your way to a new level of health care support with your Accolade health assistant.

833-346-3929

(833-FIND-WAY)

If you’re enrolled in the Core, Standard, Plus, High Cost Coverage, PPO 80 or PPO 90 medical option, you’ll notice that Accolade is the customer service number on the back of your medical ID card.

Health assistants can be reached Monday through Friday, 7 a.m. to 10 p.m. CT.

If your need is urgent and after hours, call the same number to connect with the 24/7 Nurseline. Of course, you should always call 911 in an emergency.

Eligibility

Team members, spouses, domestic partners and dependents enrolled in the Core, Standard, Plus, High Cost Coverage, PPO 80 and PPO 90 medical options can take advantage of all the benefits of Accolade.

Navigating the health care system can be overwhelming, and it’s not always easy to keep up with the many different programs and resources American offers. That’s where your Accolade health assistant comes in.


American Airlines has partnered with Accolade to bring you personalized help for health care decision-making.

There When You Need Help

Accolade is an independent health benefits navigator. Once you connect with Accolade, you (and your family members) are assigned a personal health assistant. Every time you use Accolade, you will have the same health assistant.

Your personal health assistant can help you manage your health, navigate the health care system and make the most of all the programs and resources American offers.

With your accolade health assistant, you’ll receive personalized help with:

  • Finding a provider
  • Understanding covered services
  • Supporting a new diagnosis
  • Managing chronic conditions
  • Handling claim payment questions

What to Expect

YOUR OWN DEDICATED, PERSONAL HEALTH ASSISTANT

You and your family will have a dedicated, personal health assistant who will be your point of contact for health care and health benefit needs. Your health assistant can answer questions such as:

  • Will this procedure be covered?
  • Why was I billed for this test?
  • I was just diagnosed with diabetes. What should I do next?
  • What questions should I ask my doctor?
  • What other American benefit programs might be helpful now?

What's a Health Assistant?

Learn More

EXPERT SUPPORT

Get expert advice quickly. Your Accolade health assistant is backed up by registered nurses, provider search specialists, claims specialists, pharmacists, behavioral health clinicians and a medical director. When you need help, their expertise will be there.

PROACTIVE OUTREACH

Your health assistant may reach out to offer support with a new or chronic condition, or if you’ve had a recent inpatient stay.

IT’S CONFIDENTIAL

Accolade is an independent third party. Your health assistant doesn’t work for BlueCross BlueShield or UMR, and they’re separate from American. They are bound by state and federal privacy laws to safeguard your information and use it only for the purposes for which it was disclosed.

24/7 Nurseline

HEALTH CONCERNS DON’T ALWAYS HAPPEN DURING BUSINESS HOURS.

Fortunately, Accolade’s 24/7 Nurseline is always available. Get help from a registered nurse who can answer your health questions and guide you to the right care.

You can call 833-346-3929 (833-FIND-WAY) 24 hours a day, seven days a week to get assistance.

Connect with Accolade

Phone

Call your health assistant directly at 833-346-3929 (833-FIND-WAY). Speak with your health assistant or leave a message. If it’s urgent and you can’t reach your health assistant, you can talk to another.

Online

Access the Accolade member portal using your AA ID and password to send secure messages to your health assistant.

When you send your first secure message, you’ll be assigned a dedicated health assistant for the entire family.

App

Download the free Accolade mobile app from the Apple App Store or Google Play. Secure message or call your health assistant, snap pictures, and send images of health care bills for help reviewing.

Frequently Asked Questions

General

WHAT IS ACCOLADE? Why does American partner with Accolade?

Accolade is an independent health benefits navigator who American has partnered with to help you navigate the health care system, your health decisions and your health benefits in a way that is personalized to you.

Health assistants are focused on getting you to the right level of care at the right time. A great example is making sure you are aware of programs like StayWell Rx that may help significantly reduce your out-of-pocket expense for certain diabetes, asthma, and hypertension prescriptions and supplies.

WHO IS ELIGIBLE FOR ACCOLADE?

Accolade is available to all active team members and their families enrolled in the following plans: Core, Standard, Plus, High Cost Coverage, PPO 80 and PPO 90.

Are new hires eligible?

If you are a new hire or participating in Annual Enrollment, you may also connect with Accolade for help understanding options.

What if I’m enrolled in an HMO plan?

If you are enrolled in an HMO plan, you are not eligible for an Accolade health assistant, but you can contact Accolade for information to help you make a plan election during Annual Enrollment, if you’re a new hire or if you’re experiencing a life event.

What if I’m enrolled in the DFW ConnectedCare plan?

The DFW ConnectedCare option provides you with a health care coordinator, similar to an Accolade health assistant, who will help connect you to a team of experts who understand your health care needs and work alongside your provider to help you achieve your health care goals.

What if I am not enrolled in an American medical option?

If you’ve waived medical coverage, you are not eligible for the Accolade service.

Are retirees eligible?

No. Retirees are not eligible unless they are continuing coverage under COBRA in the Core, Standard, Plus, High Cost Coverage, PPO 80 or PPO 90 plan. Access to Accolade ends when your COBRA coverage ends.

Will I be assigned a dedicated, personal Accolade health assistant?

Yes. Once you connect with Accolade, you and your family members are assigned a personal health assistant. Every time you use Accolade, you will have the same health assistant. Health assistants will give you their direct phone extension to ensure an easy connection the next time you call.

 

So whenever you call or chat with Accolade, you’re speaking to someone who already knows you, and you won’t have to answer the same introductory questions every time. You can get right to your question or need.

Can I talk only to my dedicated Accolade health assistant?

No. When you call in, you can speak to any available health assistant. If your dedicated Accolade health assistant is not available, you can leave them a voice message, request a call-back or choose to speak to another available health assistant.

Can I change health assistants?

Yes. If for any reason you want to change health assistants, you can make the request when calling Accolade.

Will Accolade replace my medical administrator?

No. Your medical benefit is administered by either BlueCross BlueShield or UMR.

Your Accolade health assistant is there to simplify your health care experience. Think of your health assistant as someone who works for you and who can answer your health care questions. When more information from your health plan is required, they work with your health plan to resolve billing issues and report back results to you potentially saving you time and money.

What is the difference between Accolade and the American Airlines Benefits Service Center?

Accolade and the Benefits Service Center work together to help you and your family receive benefit and eligibility information that is best for you.

The Benefits Service Center will be your point of contact when you:

  • Have health spending account questions
  • Have direct billing or benefits deduction questions
  • Need dependent verification
  • Need to enroll, confirm or change who’s covered
Can my Accolade health assistant help with my vision and dental benefits?

Yes. Your health assistant can answer basic dental and vision benefits questions, but will not have access to dental and vision claims information. You can reach out to these resources directly or your health assistant will help you connect with them.

What about other programs and resources American provides? Can Accolade help and are they the point of contact?

Accolade is deeply knowledgeable of all of American’s health and well-being programs, so your health assistant is a great resource to answer any questions you have. That said, if you need specific help, you should reach out to the following resources directly:

  • MetLife for dental coverage and disability coverage.
  • EyeMed for vision coverage.
  • Aetna for the Employee Assistance Program.
  • Doctor On Demand for virtual doctor visits.
  • ABC for Added Benefits.
  • SurgeryPlus for surgery support.

Using Accolade

How and when can I contact Accolade?

Accolade health assistants can be reached Monday through Friday, 7 a.m. to 10 p.m. CT, at 833-346-3929 (833-FIND-WAY). You can also download the Accolade mobile app or visit the Accolade member portal to contact Accolade via secure message at any time and you’ll receive a message back during normal operating hours. If you need to speak with someone outside of the times noted above, the 24/7 Nurseline will be available at the same number (although you should always dial 911 in an emergency).

What kind of questions can I ask my health assistant?

Reach out to Accolade when you:

  • Have questions related to your BlueCross BlueShield or UMR medical coverage.
  • Have claim payment questions.
  • Want to enroll in StayWell Rx.
  • Need assistance with managing your health.
  • Need help managing an acute or chronic condition.
  • Don’t know who to call.
Does this mean I can’t contact BlueCross BlueShield or UMR on my own? Can I still contact them directly?

BlueCross BlueShield and UMR will still process your medical claims and provide the network of providers and facilities.

However, Accolade is now your point of contact for your health care and health benefit questions. When speaking with your Accolade health assistant, they will help determine appropriate next steps with your healthcare issue or question.

Can I still use BlueCross BlueShield’s or UMR’s website to find in-network doctors?

Absolutely. You should still use your medical administrator’s website for viewing an explanation of benefits (EOB), requesting ID cards and other resources. You can search for network providers with BlueCross BlueShield or UMR, but we encourage you to connect with your Accolade health assistant so they can help you determine appropriate in-network providers and facilities to save you time and money. You can access your medical administrator’s website through the Accolade member portal.

Will my Accolade health assistant ever call me directly?

Yes. Your health assistant may reach out to offer support with a new or chronic condition, or if you’ve had a recent inpatient stay.

Will Accolade support StayWell Rx enrollment?

Yes. To enroll in StayWell Rx or to renew your enrollment, contact your Accolade health assistant.

Will Accolade support chronic condition management?

Yes. If you’re currently engaged with BlueCross BlueShield or UnitedHealthcare for chronic condition management, these programs will continue in 2019 with a team of dedicated Accolade nurses and clinicians who can support your needs and help you manage new or existing health conditions.

IS MY PRIVACY PROTECTED?

Accolade is an independent third party that doesn’t work for BlueCross BlueShield or UMR, and they’re separate from American. They are bound by HIPAA and state and federal privacy laws to safeguard your information and use it only for the purposes for which it was disclosed.

Accolade does not practice medicine or provide patient care. It is an independent resource to support and assist you as you use the health care system and receive medical care from your own doctors, nurses and health care professionals. If you have a medical emergency, please contact 911 immediately.