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

833-346-3929

(833-FIND-WAY)

You’ll notice that Accolade is the customer service number on the back of your medical ID card.

Health assistants can be reached Monday–Friday, 7 a.m.–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.

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 (replacing UnitedHealthcare in 2019), 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.

Eligibility

Team members, spouses, domestic partners and dependents enrolled in the Core, Standard, Value or PPO/80/90/100 medical options can take advantage of all the benefits of Accolade.

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 American ID 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

WHO IS ACCOLADE? Why is American partnering 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 of this is making sure they’re aware of programs like StayWell Rx that may help significantly reduce your out of pocket expense for certain prescriptions for diabetes, asthma, and hypertension.

WHO IS ELIGIBLE FOR ACCOLADE?

Accolade is available to all active team members and their families enrolled in the following plans: Core, Standard, Value and PPO 80/90/100.

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. You or your dependents can individually determine how much assistance you would like to receive from their Accolade health assistant.

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 can get information to help them make a plan election at hire or if experiencing a life event.

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.

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.

 

That means that whenever you call or chat with Accolade, you’re speaking to someone who already knows you. You won’t be answering the same introductory questions every time. You can get right into the meat of your question or need.

CAN I TALK ONLY TO MY ASSIGNED 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 (replacing UnitedHealthcare in 2019).

Your Accolade health assistant is there to simplify your health care experience. Think of your health assistant as someone who works for you, who can answer your health care questions and, 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.

Will Accolade replace the American Airlines Benefits Service Center?

No. Accolade and the American Airlines Benefits Service Center will work together to ensure you and your family receive benefit and eligibility information that is best for you.

The American Airlines 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
Why is the Accolade customer service number listed on the back of my medical ID card?

Accolade is replacing the customer service support previously provided by BlueCross BlueShield or UMR (replacing UnitedHealthcare in 2019). That’s why we want to be sure you have the Accolade number handy.

Will I receive a new express scripts prescription id card?

No, not as part of the launch of Accolade. You will, however, receive a new Express Scripts prescription card if you’ve added a new dependent for 2019.

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/or vision claims information. You can reach out to these resources directly.

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

Accolade is deeply knowledgeable on all of American’s health and wellness 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:

  • Dental by MetLife
  • Vision by EyeMed
  • Disability by MetLife
  • Employee Assistance Program by Optum
  • Virtual doctor visits by Doctor On Demand
  • Wellness by WebMD
  • Second option services by Advance Medical
  • Added Benefits by ABC

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 (replacing UnitedHealthcare in 2019) 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 (replacing UnitedHealthcare in 2019) 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 (replacing UnitedHealthcare in 2019), but we encourage you to connect with your Accolade health assistant so they can help you determine appropriate network providers and facilities to save you time and money. You can access your medical administrator’s website through the Accolade member portal.

Can my Accolade health assistant help with outstanding medical claims incurred before Accolade’s service began?

Yes. Accolade health assistants will be able to help resolve any existing claim issues.

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. If you’re enrolled in any of these programs, you should be contacted by Accolade directly. If you need to enroll, you can contact Accolade.

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.