health assistant

senior hris analyst

customer service representative

software engineer

steward

Accolade

One year ago I would have given glowing reviews, but this company has done nothing but go downhill for the past 6 to 9 months. If you are on phones, especially as a health assistant, you are constantly getting more and more responsibilities piled on with little to no appreciation. It’s easy for hard workers to feel underappreciated, especially when some people get to work on mobile messages all day every day and others are assigned to the phone and there’s no rhyme or reason who gets chosen for what and it’s unfair for the people who are on the phone constantly never getting a break. The work from home stance has become ridiculous. You are now required to be in the office three days a week even though the job I do there can 100% be done from home. It’s a waste of gas money time energy that could be better spent on my child.  a lot of people have been leaving and it’s only going to get worse because of these new hybrid work schedule where people who have worked for the company for 10 years are now being expected to come in the office. It’s crazy and it doesn’t make any sense, especially when there are companies that do the same thing as Accolade, and allow their employees to work from home every day of the week , if a person has good metrics, in fact, great metrics while working from home, then what is the big deal? Their policies literally make no sense. Their new metric system is not practical. They don’t give you enough time to do legwork which they say you’re required to do and it’s very stressful, whereas it didn’t used to be like this, at least it wasn’t this bad. They’ll be sorry when I leave because of these ridiculous policies and metrics. But they seem to have taken the attitude but even their best performers are expendable, so why should I stay loyal - there’s no incentive at all. You do get bonuses but they’re very low especially after taxes - you might get a couple or a few hundred dollars twice a year. They do run incentives where you can earn extra money, but it doesn’t really make that much of a difference especially when you’re struggling because of the massive gas prices and you have to drive into work three days a week for a job you could easily do at home, save gas money, spend more time with your family instead of commuting and getting ready for work. It’s also impossible to get your schedule changed so basically the schedule you are given when you first got hired is what you are going to be stuck with  forever. People will leave or get fired and they still won’t let you switch schedules even though the people leaving had the one you want. They’ll give that schedule to a new hire instead of someone who’s been there and been asking for it. Like I said, there’s a lot of stuff that doesn’t make any sense. One time I was sick and my voice was barely existent so I asked to be put on mobile messages that day, and I was told no because it was a Monday. That doesn’t make any sense. All they had to do was switch me with someone else but I was refused. So they’d rather have me miss a whole day of work than switch me with somebody else for one day so that I could do my job. I felt like I was being punished for having good work ethic and wanting to work, even though I wasn’t feeling the greatest. They will turn you down for days you request off for really important reasons because too many people have already gotten that day off, forcing you to call in sick. This is after explicitly stating if there’s no time left off for the day you need but it’s for an important reason still ask for it because they want to work with us. I remember a year ago, Accolade, stating they wanted to be the best employer there is to work for; I don’t think they care about that anymore. It certainly seems like they are going in the opposite direction. They do employee services occasionally and once they get the results they tell everyone we’ve been listening to you and so we’ve incorporated these things but if they were really listening, they would let the health assistance work from home all the time because there’s no need to be in the office. They say it’s for collaboration, but we don’t collaborate with each other there’s not enough time. We’re on the phones all day long & we communicate via apps, so there’s literally no benefit to being in the office. It only causes hardships for people. The direct managers of health assistants do collaboration, but the health assistants literally have no need, ability or time to collaborate with each other. There’s nothing to collaborate with each other about anyway.

When I applied for position it was WFH only no mention of return to office or I would have never accepted position, as I needed to work from home for personal reasons. I left a 14 year job with 401 and pension only to be told I could not WFH  My passion is helping people understand their healthcare bx's; Accolade had no compassion even with a heart transplant child to care for.  I tried to accommodate and come in 2 days  week with the available help I had but was told I needed to be in office everyday.  I tried to accommodate but since dependent had heart transplant Accolade changed rules and I was SOL., with no compassion which is what attracted me to this company.  Now I see they have no compassion or honesty to their employees;  We are in a Corvid state of emergency and I cannot expose my child to possible infection due to this; After I resigned they posted a WFH position for exactly the exact position I was doing, I applied but told they were going in a different direction.  I do not trust or recommend this company to handle anyone's healthcare issues as they do not value their employees or the offers the give to potential employees.  Very sad because I believe the services the offer is beneficial, but they are going about it totally wrong, over working staff and unnecessary work, when things can be done in one phone call from members.  I had multiple members tell-me I did more for them in One phone call than anyone else in 3-5 calls: this company needs to understand peoples time and get things done on one phone call rather than 5 tag calls: good luck but I see they don't get it.  I as a consumer don's want to call 10 times for an answer when it can be handled on 1 call.  Waste of everyone's time.  Accolade wake up!!!!

Having followed this company for a while, I was excited to finally join in what I thought would be a long career. Only a couple of weeks in did I notice that this company still operates a bit in start-up mode. Actually, I've thrived in a startup so I'm not sure how to classify Accolade.....an established company that is still figuring things out? The "flashy" optics of this company definitely did not match up with harsh reality. The first few days seemed organized, but then I was thrown into a whirlwind of self-learning a business/process from the ground up, figuring out all the [existing and upcoming] new changes and then putting it all together in order to manage clients that I was immediately responsible for. My first view of the company's offering and software was at a client meeting in which I had to also be an active participant in. Documentation and systems did not make things any easier. Management even acknowledged that it was alot and that it would get easier after after a while, but that did not help my situation. Team members were nice and tried to make themselves available, but most of my questions I had led to more questions or having go down some rabbit hole for answers. Having to juggle all this while also actively managing clients made for a stressful and unfair onboarding. I decided part ways shortly after joining because there was no possible way I could succeed. Pay close attention to the reviews  and reoccurring  themes you see in heavy client facing roles  (lack of training or employee engagement, high turnover, etc.) because they are indeed true. If you plan on investing time looking for the right candidates, then the least you can do is invest a little into them once they join.....do better Accolade.

Work-life balance
Everything is timed and you are micromanaged every step of the way. If you have children stay away from this place. They will change your schedule so much that you will not have time to spend with your children. My class was  hired for 10am-6pm shift, in less than a year out schedules changed 3-4 times.

Pay & benefits
You are not able to take off when you want because they never have enough time. When you call out, there are points that goes against you and could result in termination. You can request days off months in advance and still won’t get them. Most people have to call off for a vacation.

Job security and advancement
They do not care about the employees. They are straight forward with letting you know they do not care about your needs.

Management
The managers are horrible. They want so much authority but always have to consult with people and culture “HR” in which they barely speak with people. All of them are very much down your back and give you no space to breath no matter how good your doing. It’s never any praise they jump on the negative instead of the positive.

Culture
Working remotely means that you will be micromanaged to the full extent.

Overall
Between being micromanaged and you schedule bouncing around every couple of months it was horrible. They do not care that people have children they worry about metrics more that the overall customer experience. The management is horrible. I’ve met the CEO and he was more relaxed and lenient than the management.

This is one of the best, if not the best, company that I have ever worked for. The company culture is first class and they will do everything in their power to help you to succeed. They are also big on education and are helping several co-workers pursue additional graduate-level education. I wish that the vacation and sick time benefits were better, however, if you need time off, you generally will not have any issues with getting the time. The pay is outstanding. My only issue, and this is a personal one, is that its a call-center. While its not like your typical call center in that NOTHING is scripted beyond the HIPAA disclaimer that we have to give, its still a call center with lots of cubicles. If its not your thing, don't apply. Furthermore, if you are applying in the hopes that you will be doing health coaching / health education, don't apply. The nurses on staff do that; as a health assistant, your primary focus will be centered on helping clients work through various insurance claims issues, finding medical providers, ordering insurance ID cards, etc. If these things are within your skill set and you don't mind working in a call center environment, Accolade is a company that you can really thrive and grow in.

Accolade will promise you that they will work with you. It’s a growth mind set and you aren’t failing you just are “not there yet” , but it’s all fake. So many people have been let go and they are just hiring more.  Training is a joke. You get one week of actual nursing training and two practice calls before they throw you in.  They make you take the 2k sign on bonus and it’s taxed so much you basically are paying back an extra 1k if you get terminated or want to quit.  Several times the trainers shared their screens during the classroom and their messages about the employees showed up. Not professional at all. Plan on switching desks a million times, which apparently is more important than actually learning the job. Don’t expect opportunities to work from home either. People have been there for a year and only get to work at home on their late days. My advice, wait for something better. This company promises to work with you but really it’s a competition to see who will survive. You are disposable, which is true of most places but here they bother hiring tons of people and don’t care to work with you. Sad to see all the good people getting fired, but the stuck up full of themselves people make it.

You have no more resources than your clients do so 90% of your day is just getting the same answers your client received.

Occasionally you can ask another department to do a more "thorough" task to resove your client's issue but, again, they don't have any special tools or anything so they just do the same thing you and the client did and get the exact same result. Oh, and they are rude when you ask them to do their jobs.

This is just a useless empty company. No one even speaks with eachother. When the phones aren't ringing they just sit on their phones in dead quiet because everyone is miserable there. 

They also are an absolute turnover machine. 90% of the Health Assistants will quit or be fired within a year. 

They will talk up the team aspect of the job but it's only a team when they need something then, "Do it yourself" when you need something. I'm not being hyperbolic either, the HR slogan is literally "Do it yourself!". 

P.S. There's a survey quota they don't mention until you start the job. You have to get 2 surveys completed by clients daily. 



I have worked here for more than 4 years. I loved this job. Until last year, I would have never dreamed that I would hate this job. I hate this job. They completely lost the company culture and do not care about employees working in the FLCT/HAC/Operations group or whatever they have it branded as this week. Absolutely reccomend applying for other roles in the company. Do not apply for health assistant positions. 

You are expected to spend 97% of your work time tak in ng inbound calls. The remaining 3% is to be spent doing follow up work. That works out to be about 20 minutes a day, except you will rarely get this as call volumes are ridiculously high. If even half the calls you take in a day result in leg work that you will need to follow up on, you have at least an hours worth of work that must be done outside of the queue. This does not include voice mails and mobile messages. If you dont keep up with the outrageous amount of follow up work, clearly YOU are the problem and they will "work with you to try to correct the issue". Its a scam. They set you up to fail and then blame you for not being super human. 

Run.

Being a long tenured employee (5+years) I have been through several iterations of the company and the latest one is horrible.  Micro- management, quality reviews that are inconsistent and have no bearing on the actual job that makes the company their money, they recognize mediocrity and burnout the exceptional employees.  Training is a Bandaid and the people who really do the job end up Re-training employees in the real life way of things after they graduate.  I used to love working here but management doesn’t listen to those in the trenches actually making them their money and they make blind meaningless administrative decisions without thinking through the impact on their breadwinners.  They claim an open door policy at the top but then you are just handed off or blown off completely with no follow-up or follow through.  It’s really a sad state of affairs - I thought I’d retire from this company. Now I can’t wait to get out. 

This role had me stressed out 98% of the time,  the front line care workers are expected to be 100% all of the time, deciphering complex situations and figuring it out with very limited resources.  Truth be told, Accolade, if you don't have access to the health care system, you are a barrier to care.  Was told to come to the office only to be met with the most rude reception I have ever encountered.  I understand security but mansplaining your job when I am only trying to get to work was way overboard, especially when this person was on an email that I was coming to the office, but  when I did show up, explained to me that since he was just copied on that email and it was not directed at him personally he did not comprehend that I was coming in to the office even when my email was distinctly about coming into the office, but whatever, what's important, I guess, is that you showed your authority or whatever that rude display was.   The most enjoyable part of the job was helping our members and achieving my claim processing goals to help my members, that was all.  

Top Job Titles	Average Salary
Health assistant 7 salaries reported	$22.14 per hour
Senior hris analyst 6 salaries reported	$115,000 per year
Customer service representative 1 salary reported	$17.25 per hour
Software engineer 4 salaries reported	$126,750 per year
Steward 4 salaries reported	$73,100 per year

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