1:50 - 2:10 pmSunday, September 7
LK 120
Getting personal: High-tech meets high-touch to create authentic engagement
LK 120
Getting personal: High-tech meets high-touch to create authentic engagement
VP Behavioral Operations, Accolade
As healthcare continues to witness an exponential explosion of data and technology, we run the risk of equating technology with patient engagement. But data and technology can only enable engagement, not... Read more

Description

As healthcare continues to witness an exponential explosion of data and technology, we run the risk of equating technology with patient engagement. But data and technology can only enable engagement, not ensure it. Engagement must start first and foremost with the individual. Accolade, a healthcare consumer services company, was built upon the philosophy that when technology is seamlessly woven into a personal, one-to-one healthcare relationship, it can truly empower and engage patients, even in a fragmented system.

In this session, Jeff Rubin, EdD, vice president of behavioral operations for Accolade, will present the company’s patient-centered model, which is designed to create real engagement by:

  • Equipping people to take action: Accolade’s integrated technology platform pulls in 100+ claims feeds from health plans, benefit administrators and pharmaceutical benefit managers, integrating them into an advanced decision support system. This system provides a holistic view of every family member, with information ranging from benefits and claims eligibility to medical conditions, medications and motivators. Rather than using that information to dictate care, Accolade Health Assistants® -- those on the front lines with patient-consumers – use it to present consumers with choices and options, which gives them the information and the opportunity they need to take charge of their healthcare.
    • Focusing on the “whole person”: The Accolade model is designed around an understanding that how we interact with healthcare is colored by all those aspects of our lives that we bring to the healthcare experience: our knowledge, our emotions, our finances, our culture, and our circumstances. Accolade Health Assistants undergo rigorous training that teaches them to focus on the whole person, not just his or her medical need – and use the technology available to them to better understand each client and family.
    • Simplifying the healthcare journey: Accolade’s founders discovered, when conducting consumer focus groups, that – more than anything – patients wanted someone who was on “their side” – someone to guide them through the complex healthcare delivery system and help them ensure they got the right care.  Accolade Health Assistants provide a single point of contact for any health benefits or healthcare need. They find the right providers, explain treatment options, prepare questions for doctor visits, coordinate care and also answer questions about benefits coverage, translate claims forms, review bill accuracy and more. 
    • Building on relationships and trust: Real engagement can only be built around a true human connection. Technology can’t create that connection, but it can provide information that helps make a better consumer healthcare experience possible. Accolade Health Assistants use technology to personalize the support they provide to the clients they serve – and work with them over time.

Dr. Rubin will also present the results Accolade has seen: an average engagement rate of 60% with the entire employee population the company serves – not just the sickest — and average cost savings of 5 to 8%. This high-tech, high-touch approach has helped reduce re-admissions and other unnecessary inpatient and outpatient costs, while increasing utilization in areas like mental health and prescription drugs.

Jeff Rubin, who joined Accolade at its founding in 2007, was instrumental in developing the company's model for working with people. The go-to person for anything related to Behavioral Health Operations, Jeff guides the company in how best to engage and influence clients. 

Jeff’s role includes the ongoing “care and feeding” of Accolade's engagement model, as he oversees the development and continuous improvement of processes and capabilities related to behavioral health. Providing tools and training to Health Assistants and Stewards is also part of his job.

Prior to joining Accolade, Jeff was VP, Clinical Operations, for CIGNA Behavioral Health for 15 years and, earlier, he was chief psychologist at Manhattan Psychiatric Center. Jeff also has maintained a private practice in psychotherapy since 1983.

Jeff holds a doctorate in education, as well as a master of arts and master of science, all from Columbia University. He completed post-doctoral training in Organizational Development and Consultation through a joint program of William Alanson White Institute and Wharton.

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