Company Overview

Company name Armstrong - Roberts

‘Contact us’ email company-43@gisqa.mercer.com

Website https://yearly-upper.com

Twitter™ name Aurelia.Dooley

LinkedIn™ company page URL https://www.linkedin.com/company/Gail_Bailey

Overview Quia odio possimus eos modi. Saepe ratione tenetur in ratione molestias min
quia vero tempore.

Company key facts

Describe your approach to business Notifications or declarations of disaster are conducted in accordance with Acc
continuity with your clients, in the event of Management procedures and Accolade’s Business Continuity and Disaster Re
Year Founded 2007

Company Financial Structure Public company

If publicly traded, identify exchange(s) and ACCD

symbol(s)
If not publicly traded, indicate your
financial stage and the capital invested in
If Other, please describe

If you are able to disclose, please provide a

list of your investors
Merger & acquisition activity In 2019, Accolade completed the acquisition of MD Insider. MD Insider’s team
software engineers and healthcare experts developed a platform that ingests
Annual corporate revenues (US$, FYE
2016)
Annual corporate revenues (US$, FYE 76800000
2017)
Annual corporate revenues (US$, FYE 94800000
2018)
Annual corporate revenues (US$, FYE 132500000
2019)
Annual corporate revenues (US$, FYE 170400000
2020)
Total corporate employees 2000
Total number of individual contributing 180
contractors
DUNS Number 967947644

Company Funding Status

Total Company Funding Over $50,000,000

Company Funding Stage Not applicable. This is a mature company.

Funding Source/Investors On July 2, 2020, Accolade began trading on Nasdaq under the symbol ACCD. N
initial public offering were approximately $236,000,000.
il_Bailey

one tenetur in ratione molestias minima. Ipsa repudiandae

are conducted in accordance with Accolade’s Incident

s Business Continuity and Disaster Recovery Plans. Our IT

tion of MD Insider. MD Insider’s team of data scientists,

rts developed a platform that ingests and enriches huge
y.

on Nasdaq under the symbol ACCD. Net proceeds from the

y $236,000,000.
Solution Overview
Product name Awesome Rubber Fish

Contact us email product-1074@gisqa.mercer.com

Website http://unruly-gasket.info
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Et eveniet fugiat debitis laudantium. Ipsum natus cupiditate maiores architect
Key Features Hic harum quae voluptatem sapiente recusandae voluptatem impedit. Culpa
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Key Benefits Autem minus qui quidem sit provident nulla fugit. In sequi porro consequatur
 distinctio repellat nemo culpa in. Error voluptate doloribus facilis perferendis. Aperiam a aspernatur. At sed mollitia corporis.
la labore quos. Quaerat eum sed. Quis amet minus modi commodi expedita tempora ipsa harum. Doloribus deserunt laborum occaecati e
um natus cupiditate maiores architecto. Debitis fugit distinctio minima repudiandae dolore. Atque pariatur eligendi fuga repellendus magn
cusandae voluptatem impedit. Culpa nostrum voluptates aut fugit nisi dolores sequi. Vel amet ab quam recusandae.
sequatur eos dolorem tempore illo sunt. Accusamus aperiam qui adipisci iusto iste provident quaerat beatae voluptatem.
ulla fugit. In sequi porro consequatur alias exercitationem quibusdam alias totam. Minus tempore soluta porro.
Categories/Subcategories
ACA Compliance Services2
ACA Measuring & Tracking No
ACA Reporting No

Account-Based Services
Lifestyle Spending Account (LSA) No
Limited-purpose Flexible Spending Account No
Commuter No
Health Reimbursement Account (HRA) No
Flexible Spending Account (FSA) No
Health Savings Account (HSA) No

Advocacy / Care Coordination (including Benefit Decision Support)

Carve-Out Advocacy No
Overlay Advocacy No
Benefit / Treatment Decision Support No

Behavioral Health
Carve Out Mental Health & Substance Use D No
General Behavioral Health Support No
Employee Assistance Plan (EAP) No

Cancer
Management / Navigation No
Workplace Support No
Identification No

Cardiovascular Health
Cardiovascular Prevention No
Cardiovascular Ongoing Management No

Caregiving
Senior Care / Elder Care No
Back-up Care and Navigation No
Caregiver Education Services No
Concierge Caregiver Services No
Caregiver Onsite Services No

COBRA
COBRA No

Cost Management
Fraud, Waste, & Abuse No
Data Warehouse No
Transparency No
Billing Support (negotiation, consolidation, No

Dental
Teledentistry No
Dental Discount Cards No
Mobile Dentistry No
General Dental Well-Being No

Diabetes
Diabetes Prevention (Type II) No
Diabetes Ongoing Management & Reversal No

Diagnosis / Treatment of Complex & Rare Conditions

Diagnosis / Treatment of Complex & Rare ConNo

Digital Navigation
Digital Navigation No

Expert Medical Opinions

Expert Medical Opinions No

Financial Well-Being
Financial Tools (budgeting, navigation) No
Education Financial Support No
Emergency Savings and Relief No
Other General Financial Well-Being No
Financial Coaching No
Early Access to Earned Wages No

Genetics
Cancer Screening and Detection No
Genetic Traits No
Health Risk No
Ancestry/Genealogy No
Personalized Treatment / Drug No

High Value Care Solutions

High Performance Networks (HPN) No
Centers of Excellence No
Advanced Primary Care / Employer Sponsored
No
Reference Based Pricing No
Executive Health No
Inclusive Family Planning (including pregnancy / infertility)
Pregnancy, Postpartum and RTW No
Fertility / Infertility / Preservation No
Adoption / Surrogacy No
Reproductive Health No

Musculoskeletal
Post-Surgery Support No
Surgery Prevention No
Pre-Surgical Support No

Nutrition / Weight Management

Gastrointestinal Support and Nutrition No
Weight Loss No
Fitness No

Pharmacy
Pharmacy No

Purpose
Purpose No

Rewards, Perks Platforms, and Concierge Services

Concierge Services No
Rewards / Perks Platforms No
Employee Discounts / Discount Cards No

Sleep
Sleep Hygiene / Tracking No
Sleep Testing No

Social Determinants of Health

Social Determinants of Health No

Telemedicine / Virtual Care

Virtual Primary Care Yes
Urgent Care No
Artificial Intelligence (AI) No
Specialty No

Well-Being
Broad-Based Well-Being / Condition ManageNo
COVID-19 RTW Support No
Comprehensive Well-Being Platform No
Well-Being Challenges No
Other Well-Being Solutions No
Well-Being Screenings / Flu Shots No
Solution Cost
Discovery Questions

Pricing Model Per Employee per month, Per Participant or Case

If Other, describe Not applicable.

For the pricing model, provide an average Accolade Care pricing begins at $3.95 PEPM.
fee range and general details. If you have
Offers Preferred/Discounted pricing No

Offers ability for piloting solution at a No

preferred/discounted pricing
Can a client use wellness credits or other Yes
credits to pay for your solution?
If applicable, please describe any pricing Accolade offers a bundle at a PEPM rate that includes:
advantage if services/solutions are bundled • Accolade Advocacy
t or Case

PM.

that includes:
Diversity & Inclusion
Discovery Questions

Available languages Arabic, Cantonese, English, French, French Canadian, German, Mandarin, Oth
Spanish
If 'Other' please state Our physicians speak languages beyond English, including Dutch, Farsi, Hindi,
Tamil, Telugu, and Urdu. For other languages, we engage interpreters to join
If you indicated your solution is available in We’ve partnered with Globo, a language line. Globo supports over 250 langua
the languages listed above, please capability to serve non-English speaking consumers in their native language.
Is there a Spanish language version of your No
member website?
Are there additional fees? No

Overall, describe if/how your company Our focus on Diversity, Equity, Inclusion and Belonging includes ensuring heal
supports the goals of diversity, equity and broadly to include racial and ethnic minorities, low wage earners, LGBTQ+, th
D&I Supplier Certification None of the above

RFX Questions

Describe your diversity and inclusion At Accolade, everything we do is focused on personalization. Understanding l
strategy. Include information on how you healthcare disparities are core to our solutions. Our influence model is built o
Select the accommodations this solution Deaf / Hard of Hearing, Learning Disabilities, Limited English Proficiency, Limit
has to ensure inclusiveness Sight / Blindness
Describe these accommodations in more Accolade supports hearing impaired members using 711, the national service
detail dialing code that works with any phone number. Accolade’s messaging capab
Are there any exclusions related to gender No
non-binary individuals, domestic
Describe strategies to address Development efforts are underway to increase our capabilities to use social d
inclusiveness (e.g. cultural and measure potential health disparities in our predictive models and stratificatio
Building on the above, how do you address Cultural Competency training is woven into our overall service model training
intersectionality? that have cultural/diversity components woven into the solutions. Our care te
Describe the reporting available to clients Accolade uses a multi-pronged approach to capture social determinants of he
to identify health disparities and measure health disparities in the populations we manage. This includes census-level da

Describe the programs, practices, education,

services, and/or resources that are offered for
Black, Indigenous, and People of Color Yes
(BIPOC)
People with Disabilities Yes

Veterans Yes

Refugees & Immigrants Yes

Lesbian, Gay, Bisexual, Transgender, Yes
Queer, Intersex, Asexual + (LGBTQIA+)
Women (including natal women, cisgender Yes
women, and transgender women)
Multi-generational / Aging Yes

Low Socio-Economic Status Yes

Neurodiverse (Certain developmental No

disorders are normal variations in the
Other No

What services do you offer addressing Identification of social risks, such as predictive analytics, Navigation to commu
social determinants of health (SDOH) (CBOs), On-going management of social risks/needs
Describe these services Accolade is best positioned in the market to personalize care that addresses s
health.
Specify the actions your organization is Our development efforts include using social determinants of health to measu
taking to improve health equity for the disparities in our predictive models and stratification algorithms. Our statistic
What outcomes have you achieved through Accolade gathers and integrates social determinants of health (SDoH) data int
your improvement initiatives related to care team awareness and analyzes the data to measure potential health dispa
Describe your DEI roadmap for covered We believe in equitable access to the right healthcare. Every person must hav
members, e.g. what are your current and their healthiest life, regardless of race, sexual orientation, gender identificatio
Does this solution include a module that No
assists clients with execution and
If yes, check the minority groups that you
target
If yes, please describe the DEI module
ch Canadian, German, Mandarin, Other, Portuguese, Russian,

English, including Dutch, Farsi, Hindi, Malayalam, Punjabi,

ages, we engage interpreters to join visits at the member's
line. Globo supports over 250 languages, providing us the
consumers in their native language.

and Belonging includes ensuring health equity. We define this

orities, low wage earners, LGBTQ+, those with limited access to

d on personalization. Understanding life context and potential

utions. Our influence model is built on our ability to identify
ties, Limited English Proficiency, Limited Mobility, Limited

mbers using 711, the national service. TTY:711 is a federal

number. Accolade’s messaging capabilities allow any member

crease our capabilities to use social determinants of health to

ur predictive models and stratification algorithms. Our
nto our overall service model training. We present scenarios
woven into the solutions. Our care team members are
h to capture social determinants of health (SDOH) barriers and
manage. This includes census-level datasets, member-level

Be sure to provide a description of the identified

demographics (e.g., race, ethnicity, gender
To address barriers to care, our care team helps
locate relevant community resources related to
To address barriers to care, our care team helps
locate relevant community resources related to
To address barriers to care, our care team helps
locate relevant community resources related to
To address barriers to care, our care team helps
locate relevant community resources related to
 To address barriers to care, our care team helps
locate relevant community resources related to
To address barriers to care, our care team helps
locate relevant community resources related to
To address barriers to care, our care team helps
locate relevant community resources related to
To address barriers to care, our care team helps
locate relevant community resources related to

dictive analytics, Navigation to community based organizations

risks/needs
t to personalize care that addresses social determinants of

ocial determinants of health to measure potential health

stratification algorithms. Our statistical methods adjust for
eterminants of health (SDoH) data into member profiles for
ata to measure potential health disparities in our predictive
ht healthcare. Every person must have the opportunity to live
exual orientation, gender identification, geographic location or
Solutions Overview
Discovery Questions

Describe what differentiates this solution
from competitors, including ways it is
If your company and/or this solution is
doing anything specific to support
Includes AI/Machine Learning
Accolade Care is the first solution of its kind. Our competitors deliver transacti
that are engineered for urgent care at their foundation and are disconnected
With Accolade Care, our virtual primary care physicians are remote and distrib
United States allowing us to remain fully operational during the Covid-19 pan
No

If yes, describe how this solution utilizes

AI/Machine Learning (include how these
If yes, how are you identifying, tracking,
and/or resolving potential biases
Availability of the solution in all US states Yes

Availability of the solution outside the No

United States
Key Competitors
Options

1 Traditional telehealth vendors

2 Carrier telehealth solutions

Describe the required qualifications (e.g Our physicians have all graduated from a top 50 U.S. medical school (U.S. New
education, experience, certifications) of have 15 years of practicing experience on average. All physicians are board-c
Do you distribute your solution through No
any channel partners?
If yes, please identify the channel partners
that employers could access the solution
Confirm if this solution is available as part No
of any Mercer-specific purchasing
If yes, list applicable collectives or Not Applicable
coalitions
If you are a carrier, confirm if this solution Not Applicable
is available as a standalone offering
Confirm if this solution can be made Yes
available to employees not enrolled in a
Confirm that each of the service lines are Yes
compliant with HIPAA and GINA
How is eligibility determined for employer Accolade Care can be offered to an employer's entire population.
groups?
Confirm if your solution is available to Yes, no additional cost
spouses or dependents
If Other, describe Not applicable.

Indicate if your solution can be provided to No

extended family and/or household
What is the process for them to Creating a profile takes less than five minutes. After creating an account, mem
register/enroll? appointment with a provider of their choosing. Members can view our physic
Is there an age threshold for your solution No
to be used?
Indicate the age threshold and describe Our virtual PCPs include pediatricians that treat children and adolescents. For
how members are able to engage with your require a guardian to be present during the appointment.
Is there additional pricing for serving No
members under 18 (or other thresholds as

RFX Questions

Describe your roadmap for future solution Accolade has pioneered Personalized Healthcare, a new category that deliver
developments over the next 3-5 years with the quadruple aim of an improved patient experience, an improved clinic
Describe the solution developments that Our areas of innovation within telehealth are expansive. Several examples inc
are expected to be available in the next 6 integration, expansion of at-home testing, and expansion of integrated specia
Indicate the US states in which your Alabama, Alaska, Arizona, Arkansas, California, Colorado, Connecticut, Delawa
solution is available Hawaii, Idaho, Illinois, Indiana, Iowa, Kansas, Kentucky, Louisiana, Maine, Mar
Indicate the countries in which your North America, United States
solution is available
Confirm if this solution includes a device Yes
(e.g. heart rate monitor, fitness tracker)
If yes, describe what the device is and how We currently send blood pressure cuffs to appropriate members and are plan
it is used. Include if it is an approved program in 2023 at an additional charge. Additionally, we will consider other
If yes, confirm if this device links to the No
cloud
If yes, which cloud provider? Is the Not applicable.
member data stored in a de-identified
Do you collect and remit sales tax with No
respect to your selling of (a) Merchandise
If you currently collect and remit sales tax, No
do the prices you quote for such products
If you do not currently collect and remit No.
sales tax, are you planning to do so in the
Confirm if this solution offshores any We do not offshore any member-facing service functions. Accolade also has a
portion of its services outside of the U.S or Accolade Technologies s.r.o., located in Prague, CZ which provides research a
Will employers receive a designated Yes. Our goal is to provide a successful, strategic and positive experience for y
account manager? What is the role of this We build each customers team after finalist selection, assigning a director, ma
Describe how your organization reduces
environmental impact
Does your solution require physical
materials or equipment be shipped to
If yes, indicate if these materials/equipment
can be returned/reused, recycled or
If materials/equipment are recyclable, how Not applicable.
can they be recycled (e.g. shipped back to
Is this service free of charge to No
members/participants?
If your solution ships materials to No
members/participants, do you offset carbon
Can members opt out of any materials Yes
being shipped to them (e.g., if the program
Are items made in an ethical and/or
sustainable way?
 ind. Our competitors deliver transactional telehealth services
heir foundation and are disconnected from the broader aspects
care physicians are remote and distributed throughout the
operational during the Covid-19 pandemic. No matter where

a top 50 U.S. medical school (U.S. News & World Report), and
n average. All physicians are board-certified in a primary care
 oyer's entire population.

nutes. After creating an account, members can schedule an

oosing. Members can view our physician profiles to learn more

at treat children and adolescents. For patients under 18, we

the appointment.

althcare, a new category that delivers value-based care in-line

patient experience, an improved clinical experience, better
h are expansive. Several examples include evolution in device
g, and expansion of integrated specialty care through virtual
fornia, Colorado, Connecticut, Delaware, Florida, Georgia,
nsas, Kentucky, Louisiana, Maine, Maryland, Massachusetts,

o appropriate members and are planning to expand this

. Additionally, we will consider other items on our roadmap,

service functions. Accolade also has a wholly-owned subsidiary,

Prague, CZ which provides research and development, and IT
 trategic and positive experience for you and your employees.
alist selection, assigning a director, manager, and specialist with
User Experience
Discovery Questions

Describe the user experience journey(s) in To ensure we engage with the right members at the right time, we use data-d
your program, including identification, outreach to influence member care decisions. Accolade Care includes sophisti
Engagement modalities Mobile application, Remote monitoring device, Telephonic, Virtual/Augmente

If you checked remote monitoring device, We are able to drop-ship select monitoring devices (e.g., blood pressure cuffs
please describe and note associated patients enrolled in our virtual care solution. We also work with members tha
Mobile application platform, if applicable Android, IOS

Customer Service modalities Email, Online chat - Live Person, Telephone

What data elements are needed to A membership file is required to implement this solution. Claims data is encou
implement the solution and at what effective, proactive outreach and personalized recommendations.

RFX Questions

Indicate the hours and days of operation Accolade Care is available 24 hours a day, seven days a week, 365 days a year
for this solution and how it may vary by
Confirm if delivery of this service relies on No
any partnerships with any other companies
If 'yes', describe the nature of the
partnership and how your company
Do you have any existing vendor No
partnerships that complement your
If 'yes', please list indicating how they We offer optional Ecosystem Partnerships, which gives you access to a curate
complement your solution, as well as leaders and innovators in some of the most sought-after healthcare categorie
Describe how members are engaged in this Accolade Care offers enhanced engagement through use of comprehensive cl
solution (outbound calls, emails etc.) and segmentation that currently identifies high-risk members, members in health
Confirm if you can provide activity and Yes
participation information for purposes of
mbers at the right time, we use data-driven personalized
sions. Accolade Care includes sophisticated identification and
device, Telephonic, Virtual/Augmented Reality, Website

ng devices (e.g., blood pressure cuffs, scales) to targeted

tion. We also work with members that have existing in-home

ne

ent this solution. Claims data is encouraged for the most

alized recommendations.

y, seven days a week, 365 days a year.

ps, which gives you access to a curated list of partners who are
ost sought-after healthcare categories. Our partner network
ment through use of comprehensive claims-based risk
gh-risk members, members in healthcare deserts, and
Compliance/Data Security
RFX Questions

RFX Questions - Compliance/Data Security

List the data management companies you
have experience working with related to
Describe how the EEOC regulations
regarding employee notification and GINA
Confirm if this solution is subject to ERISA No
We partner with Cedar Gate for data warehousing. We have the capabilities t
data warehouse vendors.
Accolade does not require, request or purchase genetic information from an e
provide information about the spouse's current or past health status as part o

If 'yes', describe how you comply with

ERISA, and specifically with ERISA
Does this solution qualify as an 'excepted No
benefit' under HIPAA?
If “yes”, is the excepted benefit status
based on treating the solution as an EAP,
How do you support clients in complying While we help members understand their benefits, the carrier/TPA retain the
with Mental Health Parity (MHPAEA) and responsible for selecting the treatments and services that require precertifica
Confirm terminated employees can Yes
continue to access this solution if electing
Indicate the industry data governance FISMA, ISO 27001, NIST 800-53, SOC 2
standards your organization follows and /
If 'Other', describe Pending HITRUST certification and PCI-DSS is not applicable to Accolade.

Indicate the regulations your organization CCPA, HIPAA, NYDFS

follows and / or is compliant with
If 'Other', describe GDPR is not applicable.

Confirm if participant data is sold No

If 'yes', describe what is sold, to whom, and

how often
Confirm if data backed up on a daily basis Yes

Describe the physical location(s) of data With its production environment hosted within AWS, Accolade takes advanta
backup manage disasters and is hosted within multiple sub-regions accordingly. In ad
Indicate if your organization is currently No
engaged in any legal actions / lawsuits
Confirm if your organization employs an in- Yes
house, full-time regulatory compliance
Confirm if your organization supports Yes
industry recognized, encrypted data / file
Confirm where your organization encrypts At Rest, In Backup, In Transit
participant data
Confirm if your organization offers a Yes
Disaster Recovery plan for each of your
Confirm if your organization has No
experienced any data / privacy breach
If 'yes', explain the solution and how it was
handled
Detail any policies and procedures used to A dedicated security team, led by the Chief Information Security Officer (CISO
ensure the integrity, security and privacy of defense philosophy as a core aspect of the Accolade infrastructure. All access
Confirm if your organization employs a Yes
chief information security officer
Confirm if your organization has a Yes
dedicated security team
Confirm if your organization employs a Yes
chief privacy officer
Confirm if your organization has a Yes
dedicated privacy team
Confirm if your organization requires Yes
annual security and privacy awareness
Describe the data quality processes in All incoming data is mapped and converted into an Accolade standard data la
place to ensure data from systems is pushed through a Master Data Management (MDM) process to match data fr
Describe the types of data issues that are Data feeds are checked to make sure that all received data is in the correct fo
checked and accounted for, including what number of actual records received matches the expected number.
Describe the process for reconciling the Accolade reaches out to its data partners to correct any data discrepancies th
data
Describe how data quality issues are Accolade adheres to a standardized quality process that includes user accepta
monitored ongoing throughout the year regression testing for features as they are introduced. Accolade maintains a c
Describe or provide documentation Please refer to security documentation attached.
outlining your data safeguards and
Provide your sample contract or service Our standard contract term is three years, but negotiable for a longer term.
agreement. a. Describe your proposed
Please confirm that you will release audited Yes
financial statements to the client for review,
Please confirm that you will support and Yes
cooperate with data security processes,

Transparency: the questions below pertain to compliance with the healthcare pricing transparency require

Please confirm that you will comply with all Yes

relevant TiC regulations, as amended and
Please confirm that you will comply with all Yes
relevant CAA provisions, as amended and

Please indicate whether you believe that this

compliance obligation applies/does not apply to
Vendor will provide machine-readable files No
with negotiated in-network provider rates
Vendor will provide updated Machine- No
readable files on a monthly basis
Vendor will provide internet-based self- No
service tool for covered services by the
Vendor will provide CAA-required price No
comparison tool
Vendor will provide information/data No
necessary for the health plan’s TiC self-
Vendor will provide information/data No
necessary for the health plan’s CAA-
Vendor will provide advanced EOBs, as No
required by the CAA
Vendor will provide CAA-required No
disclosures on ID cards
Vendor complies and will continue to No
comply with the CAA’s provider directory
Vendor will provide all data necessary for No
the plan sponsor to comply with the CAA
Vendor will submit its reportable RxDC data No
directly to CMS, to the extent such direct
Indicate which RxDC files (e.g. D2 - No
spending by category) vendor will report
Vendor will provide RxDC plan-level data to No
the plan sponsor (or its designated

Please confirm that you will assist the

employer (or its designee, including a
Are any or all of the services you provide No
within CMS’s definition of “wellness
Do plan enrollees submit claims to access No
your services?
If yes, are those claims administered by Not applicable
you or by the TPA (if variable by client,
If Other, please explain N/A

If yes, if the TPA doesn’t administer claims No

for your services, do you report costs to
If no, can you accommodate this request? No

Is prescription drug coverage part of your No

solution?
If yes, do those claims run through the
TPA/PBM?
If Other, please explain

If you do not run claims through the

TPA/PBM or medical carrier, can you
What additional fee (if any) will you charge Not applicable.
for the RxDC reporting?
If you submit data directly to CMS, how will Not applicable.
you communicate to employers when the
If you submit data directly to CMS, will No
employers have access to a copy of the
If you submit data directly to CMS, how Not applicable.
long will you retain the RxDC submission?
Please attach a copy of the RxDC data file Not applicable.
layout you will use for clients who select
How will you support former clients with Not applicable.
RxDC reporting?
Are your RxDC services and pricing the No
same for terminated clients?
If not, please explain Not applicable.
rehousing. We have the capabilities to share data with other

urchase genetic information from an employee’s spouse to

current or past health status as part of providing the Accolade

ir benefits, the carrier/TPA retain the plan design. Each plan is

and services that require precertification under the plan.

SS is not applicable to Accolade.

within AWS, Accolade takes advantage of AWS’s ability to

ultiple sub-regions accordingly. In addition, the ability to
ief Information Security Officer (CISO), implements an in-depth
he Accolade infrastructure. All access to the production

ted into an Accolade standard data layer. From there, data is

ment (MDM) process to match data from different sources. We
at all received data is in the correct format, and that the
hes the expected number.
s to correct any data discrepancies that are discovered.

ity process that includes user acceptance testing as well as

e introduced. Accolade maintains a centralized monitoring
attached.

s, but negotiable for a longer term.

are pricing transparency requirements in the November 2020 Transparency in Coverage (TiC) Regulations and the 2

If not applicable, please explain Please confirm that you will assist the employer
(or its designee, including a vendor acting on its
The carrier/TPA retains this responsibility. No

The carrier/TPA retains this responsibility. No

Accolade’s Find Care tool provides both cost and No

quality information to members for a wide array of
Accolade’s Find Care tool provides both cost and No
quality information to members for a wide array of
The carrier/TPA retains this responsibility. No

The carrier/TPA retains this responsibility. No

The carrier/TPA retains this responsibility. No

The carrier/TPA retains this responsibility. No

This requirement is out-of-scope for Accolade No

services and we do not maintain the provide
The carrier/TPA retains this responsibility. No

The carrier/TPA retains this responsibility. No

The carrier/TPA retains this responsibility. No

The carrier/TPA retains this responsibility. No

(TiC) Regulations and the 2021 CAA

Please describe what assistance you will

provide to the employer (or its designee,
Target Employer Business Details
Discovery Questions

Target Employer Size 1,000-1,499, 1,500-4,999, 100,000+, 20,000-49,999, 250 to 499, 5,000-19,999
Up to 249
If Other, please describe

What is your minimum and any pricing Currently, the minimum threshold for Accolade Care standalone (i.e. not in a
stipulations if a client falls under that revenue.
Self-Insured/Fully-Insured Fully-Insured, Self-Insured
000-49,999, 250 to 499, 5,000-19,999, 50,000-99,999, 500-999,

colade Care standalone (i.e. not in a package) is $25,000 in

Clinical
Discovery Questions

What does your solution target (e.g., To ensure we engage with the right members at the right time, we use data-d
behaviors, symptoms, or diagnoses)? outreach to influence member care decisions. Accolade Care includes sophisti
Describe the clinical evidence for Accolade Care provides access to population-level reporting on aggregate tren
effectiveness of your solution for adjusting satisfaction, diagnoses and key clinical metrics. Specific utilization metrics incl
If this solution utilizes physicians and Physicians and clinical team members are employed within this company
clinical team members (non-physicians,
If physicians and clinical team members Not applicable.
are outsourced to a third party', indicate
If this solution utilizes non-clinical team Non-clinical team members are employed within this company
members (coaches and educators), confirm
If non-clinical team members are Not applicable.
outsourced to a third party', indicate name

RFX Questions

Clinical Structure

Confirm your organizational accreditation, We hold URAC telehealth accreditation and are currently undergoing evaluati
including type (specific clinical program), accreditation through NCQA.
Confirm if your organization has a Yes
physician advisory board
Describe the background of the clinical Chief Medical Officer, Dr.Shantanu Nundy
leaders, such as Medical / Clinical Director Dr. Nundy, chief medical officer of Accolade, oversees the company’s clinical s
Describe the number and qualifications of • Chief Medical Officer – Our clinical team is led by Dr. Shantanu Nundy, a bo
the physicians, clinical team members medicine physician and practicing primary care physician, with over 15 years
Describe the roles and functions of the • Nurses - Our nurses assist with a wide range of activities, including benefits
physicians, clinical team members (non- scheduling, clinical triage, care management, prescription support and medica
Provide your member to clinician ratio for We have approximately 150 board-certified physicians.
staff providers or expected case loads for

Clinical Process

Describe the clinical criteria, protocols, Our platform incorporates evidence-based guidelines and recommended clini
care pathways, assessment tools, and / or chronic conditions including diabetes, hypothyroidism, high blood pressure, h
Do you have a clinical app? No

If yes, is it FDA approved? No

Has your solution been validated for No

clinical efficacy in a randomized control
If yes, please describe
Describe how you use clinical data to tailor Our virtual PCP interactions are highly personalized, data-driven, and informe
the member's care pathway and experience information unavailable to brick and mortar providers. Our PCPs have access
Describe the inclusion and exclusion We support members as either their primary PCP relationship or in a co-pilot
criteria for this solution (e.g. what would who have an existing PCP relationships that they value. If we are serving in a
Describe the process for social Our approach to outreach is constantly evolving as we find new ways to lever
determinants of health (SDHs), including engage members. We also have a strong pipeline of additional risk stratificatio
Describe the integration of physical health PCPs address a range of conditions that are frequently referred for specialty c
and mental health conditions into the telehealth models when they instead can be diagnosed and treated by a qual
What model/framework is being utilized to Accolade’s approach to anticipating member needs is different from the class
stratify risk for co-morbid physical and Typically, organizations build cost or utilization focused predictive models to t
Describe the use of shared decision Accolade supports members with any condition, medical or behavioral. Treatm
making, member decision aids, and plays a significant role in helping members get the right care, at the right time
Describe the process for detecting and If a member is identified as high-risk during interaction with a Health Assistan
addressing potential quality of care / care team, we engage emergency services to intervene directly at the location
Describe the processes and procedures for If a member is identified as high-risk during interaction with a member of the
overseeing non-clinicians and coaches. emergency services to intervene directly at the location of the concern. Per st
Describe the tools and resources used by Our cloud-based capabilities, including member-facing apps, EMR, and care te
your staff to facilitate member interactions were purpose-built for enabling an ongoing virtual primary care experience an
Describe how you identify and refer Navigating members to the right point solution at the right time is a key area
members for other benefit programs, team. Unlike traditional telemedicine providers or brick and mortar providers
How do you determine which referral is We use our knowledge to introduce, educate and promote relevant programs
most immediate for those with multiple point of need. We facilitate necessary referrals so members may activate thei
Describe if and when there would be If a member chooses to maintain a relationship with a brick-and-mortar PCP o
outreach and/or regular connections with provider, they can access summaries of their virtual interactions anytime thro
Describe how you coordinate with We identify members appropriate for case management and help them unde
members enrolled in case management engaging and refer members to the carrier's program.
Describe the quality assurance and quality Quality related goals are established by setting OKRs at the organizational, de
improvement processes for this program quarterly, monthly and weekly engagement. On a monthly basis, we utilize a p
Describe the credentialing processes and We operate a robust credentialing program for virtual care that complies with
procedures for all licensed clinicians on local laws and NCQA, URAC, and CMS standards and requirements. Every virtu
Describe what level of professional liability Accolade has up to $1,000,000 per occurrence and $2,000,000 general aggreg
malpractice insurance your company insurance through The Hartford. Accolade has insurance coverage of $5,000,0
What level of professional liability Accolade has up to $1,000,000 per occurrence and $2,000,000 general aggreg
malpractice insurance coverage do you insurance through The Hartford. Accolade has insurance coverage of $5,000,0

Clinical Outcomes

Describe the clinical goals of this solution The convenience and comprehensiveness of the digital care experience comp
urgent care offerings means patients who use virtual primary care in place of
Describe the reporting and measurement We track the following metrics routinely:
available to validate the clinical metrics and • members actively engaged with a PlushCare Primary Care Provider
mbers at the right time, we use data-driven personalized
sions. Accolade Care includes sophisticated identification and
tion-level reporting on aggregate trends in member utilization,
metrics. Specific utilization metrics include visit volume (PCP and
e employed within this company

d within this company

and are currently undergoing evaluation for virtual PCMH

dy
ade, oversees the company’s clinical strategy and solutions to
m is led by Dr. Shantanu Nundy, a board-certified internal
ry care physician, with over 15 years of clinical experience.
range of activities, including benefits navigation, appointment
ment, prescription support and medication management, and
fied physicians.

ed guidelines and recommended clinical protocols for all major

ypothyroidism, high blood pressure, high cholesterol, COPD,
ersonalized, data-driven, and informed by detailed member
rtar providers. Our PCPs have access to demographics, claims,
mary PCP relationship or in a co-pilot model to assist members
hat they value. If we are serving in a co-pilot capacity,
evolving as we find new ways to leverage data to identify and
pipeline of additional risk stratification models underway for
are frequently referred for specialty care in traditional
n be diagnosed and treated by a quality primary care physician
mber needs is different from the classic industry approach.
zation focused predictive models to target members. This
ndition, medical or behavioral. Treatment decision support
ers get the right care, at the right time, and at the right place.
ing interaction with a Health Assistant, or other member of the
es to intervene directly at the location of the concern. Per state
ing interaction with a member of the care team, we engage
at the location of the concern. Per state and local reporting
member-facing apps, EMR, and care team operating platform,
ing virtual primary care experience and an intelligent team-
olution at the right time is a key area of focus for our care
oviders or brick and mortar providers, we leverage a detailed
ucate and promote relevant programs to members at their
ferrals so members may activate their engagement.
onship with a brick-and-mortar PCP or other in person
their virtual interactions anytime through our mobile app. Our
se management and help them understand the value of
er's program.
setting OKRs at the organizational, departmental levels with
ent. On a monthly basis, we utilize a provider scorecard which
am for virtual care that complies with all federal, state and
andards and requirements. Every virtual care practitioner
rrence and $2,000,000 general aggregate in general liability
de has insurance coverage of $5,000,000 per occurrence with
rrence and $2,000,000 general aggregate in general liability
de has insurance coverage of $5,000,000 per occurrence with

ss of the digital care experience compared to traditional tele-

o use virtual primary care in place of traditional in-person
:
hCare Primary Care Provider
Communications
RFX Questions

Describe any communications support We provide employers a marketing toolkit, which includes a suite of commun
provided to employers (employer toolkits, be sent to employees and families to raise awareness.
Indicate the communication modalities that Email, Other, Print, Push Notifications
are supported for member promotions
If Other, please describe Members can communicate with their physician and care team at any time, o
through a combination of rich interactive video and unlimited in-app messagi
Confirm if you are able to integrate and Yes
coordinate communications from an
Describe any training and / or support We are committed to helping you improve your members' health, wellness, a
provided for wellness champions / benefits while also controlling healthcare costs. We fully support your membe
Will you provide a credit for custom Yes
communications campaigns?
Is onsite open enrollment support included No
in your quote?
Can open enrollment communication No
materials be customized and edited at no
kit, which includes a suite of communication materials that can
se awareness.

hysician and care team at any time, on a continuous basis,

e video and unlimited in-app messaging. Synchronous video

ve your members' health, wellness, and satisfaction with your

e costs. We fully support your members' individual physical and
Implementation & Integration
RFX Questions

Describe how you integrate with other Accolade’s platform was purpose-built to integrate all benefits and clinical pro
parties (insurance carriers, vendors, of entry that members can turn to using multiple channels to seamlessly conn
Confirm if this solution is able to integrate Yes
with an employer's navigator / hub and be
Confirm if integrations can be completed Yes
via API and supportive of real time data
If not in real-time, what is the frequency? Weekly.

If not all integrations are completed via API, The Accolade API is a set of restful endpoints that represent platform concept
provide an overview of the types of in the Accolade Platform Logical model and provides an API that platform con
Confirm your ability to pass encounter or Yes
claims data to medical carriers and / or
If 'yes', confirm if there is an additional cost Yes

List the data warehouses that you have an We partner with Deerwalk for data warehousing and have the capabilities to
established integration with data warehouse vendors.
Confirm if this solution has the ability to Yes
provide a single sign-on to an employer's
If no, please describe how you optimize Accolade Care has a seamless app and platform to make access simple. We ca
ease of entry to your solution interactions through phone, email or secure in-app messaging.
Confirm if this solution has interoperability Yes
with any major carriers / employer partners
If yes, describe We work with most of the major medical carriers today and have the ability to
with those carriers.
List those with interoperability Anthem, Aetna, Various Blues organizations, UHC

Please describe Not applicable.

Describe the standard implementation During implementation, we find having executive sponsorship is a key elemen
timeframe from kick-off to launch date, project. It is vital for all parties involved in the implementation to understand
What is the shortest timeframe for We recommend a 90-day implementation timeline, prior to the go-live date.
implementation?
What are your recommended best practices During implementation, we find having executive sponsorship is a key elemen
for implementation? project. It is vital for all parties involved in the implementation to understand
Summarize the implementation process, Accolade is dedicated to delivering an exceptional implementation experience
including what will be required from the members. Our extensive experience has shown that a successful customer im
Confirm if you're willing to fund a pre- or Yes
post-implementation audit on behalf of an
If the portal is not developed on a mobile- The platform is operational and non-clinical care team member support is ava
first basis, provide a description of the seven days a week, 365 days a year. The tool has feature parity between web
If this solution requires an eligibility file, Weekly
confirm how frequently files are accepted
Confirm if this solution can support No
employer-specific customizations to the
If 'yes', please describe any additional fees
that may be applicable to customize the Options

Quarterly Not applicable

Daily Not applicable

Weekly Not applicable

Monthly Not applicable

Annually Not applicable

One-Time Fee Not applicable

N/A Not applicable

Confirm which internet operating systems Google Chrome, Microsoft Edge, Mozilla Firefox
this solution currently supports
Describe the user testing (if any) that is Accolade performs internal testing during implementation to verify the accura
completed during implementation, and that content. Prior to going live, we test the following areas and allow the custome
Can you support Single-Sign-On? What OpenID is the standard for SSO. This is custom and subject to pre-agreement
protocols do you follow?
o integrate all benefits and clinical programs into a single point
multiple channels to seamlessly connect to our care team.

oints that represent platform concepts. Each concept is defined

nd provides an API that platform consumers can leverage to

housing and have the capabilities to share data with other

atform to make access simple. We can also support member

ure in-app messaging.

l carriers today and have the ability to support coordination

ons, UHC

executive sponsorship is a key element to the success of a

n the implementation to understand the purpose, value and
n timeline, prior to the go-live date.

executive sponsorship is a key element to the success of a

n the implementation to understand the purpose, value and
ceptional implementation experience for the employer and its
shown that a successful customer implementation requires a

ical care team member support is available 24 hours a day,

tool has feature parity between web and mobile which allows
Firefox

g implementation to verify the accuracy of data, systems, and

ollowing areas and allow the customer the opportunity to
ustom and subject to pre-agreement with the customer.
Customer Service
RFX Questions

Please provide your call center location
Describe your customer service hours of
operation. Describe how your organization
Describe the size, turnover rate, level of
education and experience of the staff who
Describe the customer service quality
assurance process, including how
Describe the service management team
(e.g. implementation and account
With Accolade Care, our virtual primary care physicians are remote and distrib
United States in support of nationwide availability.
Accolade Care is available 24 hours a day, seven days a week, 365 days a year
Our multidisciplinary care team includes over 100 health care professionals w
physicians. Accolade Care members receive support from a certified Health Co
Quality related goals are established by setting OKRs at the organizational, de
quarterly, monthly and weekly engagement. On a monthly basis, we utilize a p
Options

Size We designate one Customer Success Manager to

each client, including one Implementation
Employer assignment structure We match you based on client-specific variables,
including:\n\n • size of employee base\n •
Resources that are designated vs. The account team and additional team resources
dedicated are designated.
Specifics on who is involved (e.g. executive Your Customer Success team is comprised of:\
sponsor plus account manager plus nDirector - provide strategic direction and support,
Specifics on length of involvement (e.g. Your Customer Success manager participates
implementation manager for 6 months then throughout the implementation process to ensure

Describe the education tools made Our True Health Dashboard, is available 24/7 and offers on-demand, self-serv
available to the employer's staff, indicate measures of success, including engagement, satisfaction, communications, cli
Confirm if any contractors are used for this Yes
solution
If 'yes', describe which functions are We operate a nationwide virtual medical group comprised of a combination o
contracted out, who the company is, the and contracted staff who must have the ability to see patients for 20 hours pe
Are any contractors or staff located outside No
the United States?
If 'yes', please detail what functions are
performed outside the United States
care physicians are remote and distributed throughout the
vailability.
y, seven days a week, 365 days a year.

over 100 health care professionals who support our

ive support from a certified Health Coach who can support
setting OKRs at the organizational, departmental levels with
ent. On a monthly basis, we utilize a provider scorecard which

24/7 and offers on-demand, self-serve access to multiple

ent, satisfaction, communications, clinical, and third party

l group comprised of a combination of staff employees (W2)

ability to see patients for 20 hours per week to support our
Employer Characteristics
RFX Questions

Number of current employer clients

Options

# contracted directly: 600

# contracted through carrier partner: 0

# of mutual Mercer clients 0

For how many clients do you administer 0

programs outside of the US?
What is your client retention percentage? 0

Indicate number of member lives, 10000000

excluding direct-to-consumer and / or
Indicate number of member lives served by 0
your direct-to-consumer offering
Indicate number of member lives served by 0
your Medicare / Medicaid offering
Indicate number of program participants, 10000000
excluding direct-to-consumer and / or
Provide a list of five current active
employers that could be used as a Options

1 References will be provided upon finalist selection

2 References will be provided upon finalist selection

3 References will be provided upon finalist selection

4 References will be provided upon finalist selection

5 References will be provided upon finalist selection

Indicate number of employers that 0

terminated services in the past 3 years
Confirm if you are willing to provide demo We are willing to walk through a demo with clients during the prospecting pro
credentials of your web platform and detail, we would be happy to support that needs as they arise.
with clients during the prospecting process. If they need further
at needs as they arise.
Results
RFX Questions

Does your solution provide an ROI? Yes

Describe your methodology for ROI Our actuarial team has developed a robust ROI model. Specifically, we estima
areas:
What additional value does your solution Accolade Care tracks and reports several measures to show value. These inclu
provide beyond cost savings (e.g., VOI)? • Members engaged in Care by existing PCP relationship (None/Poor, Fair, Go
Provide average ROI statistics for the last As Accolade Care was rolled out in the employer customer space in 2022, we
five years. If measured separately, also to reference and cite. However, we are monitoring and reporting our ROI thro
Share links to open articles should your Please see attached case studies. Our approach results in real, measurable, ac
cost savings be proven by a third party savings.
How do you provide reporting to the Our reporting package details all member engagement associated with activit
employer on ROI/VOI? How often is methodology. This reporting is customer-specific and matches our ROI metho
Provide user engagement and satisfaction We expect engagement rates to be up to 10 percent based on projected mod
results. Specify time period and size group existing stratification and outreach programs.
Provide the Net Promoter Score (NPS) We have an NPS of 60 across our book of business.

Provide alternative metric to measure For Accolade Care, our average satisfaction rating is 9.56 out of 10. Our virtua
member satisfaction also received over 40 thousand 5-star reviews.
List up to 3 metrics this solution has the We track metrics in three primary areas:
ability to affect most for an employer or
Describe the reporting metrics for member Our reporting includes utilization-related metrics such as engagement with a
experience, activation, and / or visits, initial vs. return visits, follow-up items resulting from visits (e.g., Rx, lab
Confirm if your organization is willing to Yes
agree to performance guarantees
If 'yes', provide the average % at risk that 20
you are willing to agree to with an
If not, explain why not Not applicable.

Indicate if there is a minimum headcount The minimum threshold for Accolade Care standalone (i.e. not in a package) i
below which you are unable to offer
Describe a success story related to this As an example of a member story, a 34 year old member came to us strugglin
solution childhood and recent anxiety and depression. She met with a therapist at Acc
Describe the reporting provided to Accolade Care provides access to population-level reporting on aggregate tren
employers - what is measured, how satisfaction, diagnoses and key clinical metrics. Specific utilization metrics incl
Indicate the fields available to be included
as part of the reporting package
If Other, please describe

Will you provide a credit for custom Yes

reporting?
ust ROI model. Specifically, we estimate savings in a number of

measures to show value. These include:

PCP relationship (None/Poor, Fair, Good)
mployer customer space in 2022, we don't have historical ROI
monitoring and reporting our ROI throughout this roll-out and
proach results in real, measurable, actuarially validated

er engagement associated with activity related to our savings

-specific and matches our ROI methodology for transparency
o 10 percent based on projected models of engagement with
rams.
f business.

on rating is 9.56 out of 10. Our virtual primary care apps have
views.

d metrics such as engagement with a virtual PCP, the number of

ems resulting from visits (e.g., Rx, labs, referrals), and top

re standalone (i.e. not in a package) is $25,000 in revenue.

ear old member came to us struggling with trauma during her

ssion. She met with a therapist at Accolade Care and also
tion-level reporting on aggregate trends in member utilization,
metrics. Specific utilization metrics include visit volume (PCP and
Telemed / Virtual Care Questions - Virtual Primary Care
Do you offer virtual primary care services? Yes

If 'yes', please describe Accolade Care provides comprehensive, personalized primary care services m
services traditionally offered for in-person, primary care. This is delivered usin
If 'yes', what makes your solution unique?

Describe the end to end user experience in Physicians conduct an exam that is appropriate for the needs of the member
detail more than 95 percent of cases, physicians can conduct an exam and complete
How is the interaction with a physician
initiated by a member? Describe the intake
Can the interaction be instant and/or Scheduled
scheduled?
Indicate the modalities available for Chat, Telephonic, Video
physician interaction
If Other, please describe

Do you have partnerships with any carriers

or other in-person networks?
If 'yes', please list Accolade has purposefully built our technology and data architecture to work
the benefits community, including all TPA and health plan providers. To date,
Have you worked with any carriers to No
develop a virtual first plan design?
If yes, please list the carrier(s) and
elaborate on the specific plan design.
List your best practices for engaging
members in virtual primary care, and
What marketing materials are available to
clients to communicate how the virtual first
How do you support clients with
communicating the plan design?
How is the telemedicine offering integrated Accolade’s platform was purpose-built to integrate all benefits and clinical pro
with other employer programs offered (i.e. of entry that members can turn to using multiple channels to seamlessly conn
What are the pricing models for the virtual PEPM, Per Visit
primary care solution?
If 'Other', please describe Not applicable.

Are members able to see the same Yes

physician every visit?
Are your primary care physicians employed
by you, contract workers, or both?
If both, indicate the percentage that are
employed by you
Are medical records integrated such that All virtual primary care physicians, regardless of their location, can access pati
the record of the virtual visit is also within our platform, ensuring a full view of medical record data whether a pati
Are connected devices for remote Yes
monitoring and clinical assessment
If 'yes', please describe We are able to drop-ship select monitoring devices (e.g., blood pressure cuffs
patients enrolled in our virtual care solution. We also work with members tha
Describe how you interact with an on-site
or near-site clinic
Indicate if you offer any at-home services

If Other, please describe

Do members have access to any specialty Yes

physicians?
If yes, please list the specialties

Is behavioral health integrated in your Primary care offering

primary care offering, or is it a separate
y Care

personalized primary care services mirroring the scope of

on, primary care. This is delivered using an Advanced Primary

opriate for the needs of the member they are caring for. In
ns can conduct an exam and complete other diagnostics that

nology and data architecture to work with any organization in

A and health plan providers. To date, we have built

o integrate all benefits and clinical programs into a single point

multiple channels to seamlessly connect to our care team.

dless of their location, can access patient medical records

of medical record data whether a patient is seeing their
 ng devices (e.g., blood pressure cuffs, scales) to targeted
tion. We also work with members that have existing in-home
Telemed / Virtual Care Questions
Legal Compliance and Liability

Confirm if there been any malpractice No

claims in the past 24 months
Describe your understanding of and Primary, urgent, and chronic care are available in all 50 states. Mental health
perspective on any state corporate practice all 50 states.
Confirm if this solution includes providers Yes
licensed in all 50 states
If no, please indicate which states do not Not applicable
have licensed providers

Member Experience

Describe your most widely used modality Members can communicate with their physician and care team at any time, o
for an encounter. Include how the through a combination of rich interactive video and unlimited in-app messagi
Confirm if individuals see the same Yes
physician every visit
Clearly explain your approach to providing Accolade Care provides video, voice and chat-based access to primary care ph
telemedicine services (e.g., immediate professionals and a multidisciplinary care team that provides care coordinatio
Indicate the hours of operation for this Accolade Care is available 24 hours a day, seven days a week, 365 days a year
solution (include weekday, weekends, and
Provide the prior year statistics (last 12
calendar months) for: Options

the call volume intake line N/A

the average speed of answer intake line N/A

the average time for a physician to call N/A

back patient
the percentage of member issues resolved 95%
during the telephonic consultation
the number of consultations performed via 95%
web (webcam, chat, etc.)
the average wait time for web based N/A
consultations
the percentage of member issues resolved 95%
during the web based consultation

Confirm if the intake process verifies or Yes

monitors eligibility
Confirm if the intake process verifies or Yes
monitors benefit coverage
Confirm if the intake process verifies or Treatment and site, Treatment classification for emergency (medically necess
monitors appropriateness of the following classification for non-urgent (eligible for callback) requests, Treatment classifi
Confirm if the intake process verifies or No
monitors for frequent flyer requests
If 'yes', when a frequent flyer is identified,
describe the process for coaching or
Confirm if patients are required to complete Yes
a history prior to their first interaction with
If yes, what steps must be taken before a
patient accesses any real, live physician
If 'yes', indicate where this is available Online, Telephone
through
If Other, please describe

Indicate the areas where employers have Employer determines per service copay required for the participant and funds
the option to design their own plan: Does Employer pays the cost of service, Participant pays the full claim cost of the se
If Other, please describe

How do you bill members that are enrolled We will work with each employer client to determine a pricing structure that
in a high deductible health plan? for members in a HDHP. Accolade Care's goal is to remove as many barriers to
Do you have the ability to integrate with a Yes
member's health plan for deductible/OOP
Do you assist employers with determining No
fair market value for telemedicine visits (for
If 'Employer determines per service copay Telemedicine visits can be structured with different copays, relative to office v
required for the participant and funds of the you to understand your benefit design and options for virtual visit copays.
Confirm if services can be provided to Yes
employees with no coverage or fully
Do members receive a written summary of Yes
the visit?
If yes, is this available in the member Yes
record?

Integration

Describe how this solution integrates with We maintain integrations with the nation's largest pharmacy and lab and netw
on site clinics or on site pharmacies from a LabCorp) that enable our physicians to electronically prescribe medications an
Describe how this solution integrates with If a member chooses to maintain a relationship with a brick-and-mortar PCP o
existing brick and mortar provider provider, they can access summaries of their virtual interactions anytime thro
Describe how this solution integrates with Our Accolade Care capabilities are fully integrated into Accolade's solutions, p
an existing Nurseline, digital navigation, or consumer access to care for acute, chronic, and preventive health needs with
Confirm if claim files are provided to No
account-based plan vendors for
Describe what information is provided back If a member chooses to maintain a relationship with a brick-and-mortar PCP o
to the participant’s traditional (not virtual) provider, they can access summaries of their virtual interactions anytime thro
Describe how members can share medical New members are asked to complete a preventive health questionnaire to ca
history with any doctor they may see, check adherence to U.S. Preventive Services Task Force recommendations. Th
Are you able to refer members to in-
network providers, should in-person care
Are you able to refer members to other
ecosystem partners or point solutions,
Provider Network
Provide a breakdown of the number of
providers in your network by type:
Adult or Family Practice MD
Pediatrician
Physician Assistants
Emergency Room Physicians
Behavioral Health Specialists
Other Specialists (Include what type)
Other Providers (include what type)
Does your solution include a broader care Yes
team, such as nutritionists, social workers,
If yes, indicate how they are accessed by
the member
Describe how providers are credentialed
before being added to your network
Describe your provider recruitment and
onboarding process
Describe involvement from any other staff
members during a visit (e.g., a customer
Describe the process for handling referrals, If a physician determines that a specialist or ancillary service referral, such as
including if this solution refers members to electronic order is provided. After the visit, the care team works with membe
Confirm if this solution coordinates with on Yes
site clinics or refers to chronic condition or
If 'yes', describe
Quality Management
Are your providers employed by you,
contract workers, or both?
Yes
Yes
Options
We have approximately 150 physicians who are all
board certified in a primary care specialty, are all
We have approximately 150 physicians who are all
board certified in a primary care specialty, are all
We do not use NPs, PAs, or physician extenders for
physician visits in our model.
We have approximately 150 physicians who are all
board certified in a primary care specialty, are all
N/A
N/A
Our physicians are supported by a multidisciplinary care team of non-clinical s
provide a range of services, including benefits navigation, appointment sched
We operate a robust credentialing program for virtual care that complies with
local laws and NCQA, URAC, and CMS standards and requirements. The crede
Recruitment:
We recruit providers using sophisticated digital campaigns and an internal rec
Members may continue to receive personalized outreach from other care tea
nurse or Health Coach, between physician interactions, prompting them to en
If a virtual PCP determines that a member would benefit from referral to a vir
specialty care or management of a chronic condition, they can enter a referra
Contract workers, Your company
If both, indicate the percentage that are Our nationwide virtual medical group is comprised of a combination of staff e
employed by you staff. Approximately thirty percent are full-time salaried employees or contra
Describe clinician’s use of evidence-based Quality related goals are established by setting OKRs at the organizational, de
clinical guidelines in establishing treatment quarterly, monthly and weekly engagement. On a monthly basis, we utilize a p
Describe your internal quality management Quality related goals are established by setting OKRs at the organizational, de
(QA, QC, QI) process in detail. Include how quarterly, monthly and weekly engagement. On a monthly basis, we utilize a p
Confirm if this solution has an established Confirmed. Goals and reporting are complemented by a council-based oversig
quality committee to review performance Council” is a group of clinicians that meet monthly to oversee provider and ca
Do you have a medical director? Yes

If yes, please describe this individual's role Our clinicians have a protocol to request involvement from an Accolade medi
in oversight of your clinical delivery when there is a question or concern outside of the rounding process. Medical
How many charts are reviewed per month 0
by your medical director?
Describe the process for handling quality To ensure that all members receive high quality care, primary care physicians
issues with providers, including any training curriculum, which includes details specific to [Client Name]'s program

Employer Experience

Who delivers regular reporting to
employers?
List what communications materials are
available for employers to promote the
Are communications customizable?
Accolade Care provides access to population-level reporting on aggregate tren
satisfaction, diagnoses and key clinical metrics. Specific utilization metrics incl
We provide employers a marketing toolkit, which includes a suite of commun
be sent to employees and families to raise awareness.
Yes
ailable in all 50 states. Mental health support is also available in

hysician and care team at any time, on a continuous basis,

e video and unlimited in-app messaging. Asynchronous care

chat-based access to primary care physicians, mental health

e team that provides care coordination and embedded clinical
y, seven days a week, 365 days a year.
tion for emergency (medically necessary) requests, Treatment
callback) requests, Treatment classification for urgent

required for the participant and funds of the remainder,

ipant pays the full claim cost of the service, and employer pays

to determine a pricing structure that works for them including

goal is to remove as many barriers to care as possible to

th different copays, relative to office visits. We will work with

nd options for virtual visit copays.

n's largest pharmacy and lab and networks (SureScripts, Quest,

lectronically prescribe medications and order labs/diagnostics
onship with a brick-and-mortar PCP or other in person
their virtual interactions anytime through our mobile app. Our
ntegrated into Accolade's solutions, providing seamless
nic, and preventive health needs with highly rated physicians,

onship with a brick-and-mortar PCP or other in-person

their virtual interactions anytime through our mobile app. Our
preventive health questionnaire to capture medical history and
ices Task Force recommendations. This intake process typically
disciplinary care team of non-clinical staff and nurses who
nefits navigation, appointment scheduling, triage, care
am for virtual care that complies with all federal, state and
andards and requirements. The credentialing activities are

digital campaigns and an internal recruiting team that

nalized outreach from other care team members, such as a
an interactions, prompting them to engage with a virtual care
t or ancillary service referral, such as imaging, is necessary, an
sit, the care team works with members to support and guide

er would benefit from referral to a virtual care service for

nic condition, they can enter a referral order or “prescribe” a
comprised of a combination of staff employees and contracted
ull-time salaried employees or contractors available more than
setting OKRs at the organizational, departmental levels with
ent. On a monthly basis, we utilize a provider scorecard which
setting OKRs at the organizational, departmental levels with
ent. On a monthly basis, we utilize a provider scorecard which
plemented by a council-based oversight. Our “Primary Care
t monthly to oversee provider and care quality. These

involvement from an Accolade medical director on any case

side of the rounding process. Medical directors provide daily

quality care, primary care physicians go through an extensive

ls specific to [Client Name]'s program such as training on any

tion-level reporting on aggregate trends in member utilization,

metrics. Specific utilization metrics include visit volume (PCP and
kit, which includes a suite of communication materials that can
se awareness.
Telemed / Virtual Care Questions - Artificial Intelligence
Scope

Describe all patient and provider facing

Artificial Intelligence (AI) services you offer
Describe your process for physician
oversight and input into algorithm
Describe steps you have taken to
implement an organizational AI governance
Describe any mechanisms and/or We designed our clinical foundation score to address the biases inherent in ot
methodologies your organization is taking commonly used predictive healthcare model that uses cost data as a proxy fo

Clinical Conditions

What are the clinical conditions associated We support all members, including those who are healthy, those with acute is
with your tool? chronic conditions. Our PCPs provide a broad scope of care--rather than the n
Provide the full list of all conditions The most frequent adult diagnoses are:
included in your tool • Anxiety and depressive disorders
What is the frequency that each is Our top 10 most frequent diagnoses include:
diagnosed in the current product? Please • Essential (primary) hypertension- 5.53%
Describe the evidence-based resources
used to build the AI? What is the frequency
Describe the ability to identify and make Our primary care physicians support patients with a range of mental health co
appropriate recommendations/condition anxiety and depression, and have the ability to consult with a psychiatrist for
Describe your roadmap and timing for Not applicable.
adding additional specific conditions.
Describe your roadmap and timing for
adding additional specialty areas. Please

Clinical Decision Support

Please provide information on the clinical Our EMR is integrated with our solutions enabling providers and care team m
decision support, validation and machine information to support members. Our platform equips clinical staff with user-
Describe how you develop the
methodology and probabilistic logic for a
Please indicate which data elements below
you currently use as inputs and provide Options

Medication History New members are asked to complete a preventive

health questionnaire to capture medical history
Condition History During preventive health visits, physicians review
and update members' medical history, as well as
Family History
Prior Lab & Diagnostic Test Results

Prior Procedures/Hospitalizations

Local prevalence

Claims Accolade Care requires a weekly medical and Rx

claims file to identify and stratify members.\n\
Prior Use Interactions

Electronic Health Record (EHR)

Health Information Exchange (HIE) All virtual primary care physicians, regardless of
their location, can access patient medical records
Geolocation

Consumer Apps (health apps, food/fitness

trackers, etc.)
Home Monitoring Devices We are able to drop-ship select monitoring devices
(e.g., blood pressure cuffs, scales) to targeted
Other

How do you test and validate the product’s

accuracy in identifying and ranking
Please describe for new conditions and
ongoing validation of existing conditions
What feedback do you get from the
consumer user? From treating providers?
What other professional and independent
feedback do you get to validate the
Describe any use of the tools by providers Members can communicate with their physician and care team at any time, o
and how this differs from a lay consumer’s through a combination of rich interactive video and unlimited in-app messagi
How do you use the professional’s
experience to bolster the power of the

Patient/User Experience

Describe your natural language processing

and other techniques to get at the
How do you assess the user’s satisfaction? Members who use virtual primary care receive a member satisfaction survey
appointment in which members are asked “How likely are you to recommend
How does a user provide specific feedback Members who use virtual primary care receive a member satisfaction survey
on the experience? appointment in which members are asked “How likely are you to recommend

Steerage
Describe your ability to steer/recommend
users to specific sites of service? (ED,
How do you get feedback regarding the
appropriateness of the recommendation?
How do you get feedback whether the
member was steered to a high-quality site
Describe the process to refer users to
specific physicians, diagnostic centers,
Describe your ability to refer users to
employer, health plan or other health
How do you determine the urgency of the
recommendation?
Where in-person care is determined to be most appropriate, we help membe
referrals to find an appropriate in-network provider and ensure that appropri
Once connected, our team will help them determine whether specialty care is
individual circumstance, and if so, guide them toward the best option for care
Accolade’s platform was purpose-built to integrate all benefits and clinical pro
of entry that members can turn to using multiple channels to seamlessly conn
Our platform and care team member support is available 24 hours a day, seve
year. Clinical needs are triaged to a nurse or night-time physician for response
re to address the biases inherent in other industry models. One
odel that uses cost data as a proxy for healthcare needs under-

e who are healthy, those with acute issues, and those with
road scope of care--rather than the narrow set of conditions

ude:
%

ents with a range of mental health conditions, including

ility to consult with a psychiatrist for assistance in diagnosis

enabling providers and care team members to access this

atform equips clinical staff with user-friendly clinical workflow
hysician and care team at any time, on a continuous basis,
e video and unlimited in-app messaging. Synchronous video

eceive a member satisfaction survey via email after every

ed “How likely are you to recommend PlushCare?' (0 = not
eceive a member satisfaction survey via email after every
ed “How likely are you to recommend PlushCare? (0 = not likely
be most appropriate, we help members in need of in-person
rk provider and ensure that appropriate medical information is

m determine whether specialty care is appropriate for their

them toward the best option for care--be it a virtual specialty
o integrate all benefits and clinical programs into a single point
multiple channels to seamlessly connect to our care team.
pport is available 24 hours a day, seven days a week, 365 days a
e or night-time physician for response or an appointment for