Read Christina`s full story
“Accolade is different. They
consistently stand behind their
promise of doing everything they
can to be engaged and helpful.”
About Accolade
Accolade is an on-demand healthcare concierge for employers, health plans, health
systems and consumers. Our team of compassionate, exceptional professionals is
supported by breakthrough science and technologies to guide people through
the healthcare system in a deeply personalized manner. By taking the time to get to
know each person, understand the context of their healthcare decisions, build
trust and influence decisions, we deliver industry-leading engagement levels,
satisfaction scores unseen in healthcare, better health outcomes, and cost savings
of more than 10 percent.
For more information, visit www.accolade.com.
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Accolade does not practice medicine or provide patient care. We are a resource to support and assist clients as they use the healthcare
system and receive medical care from their own doctors, nurses and healthcare professionals.
CHRISTINA’S STORY
Making Life More Whole,
One Question at a Time
Christina Espino, a human resources coordinator with
NBC, had, she thought, prepared as best as anyone
could for the birth of her first child. She had read all the
books. She had organized her home. She was ready to
be what she dearly wanted to be — a mother.
But a few months after Lucas was born, it became
all-too-clear that the little boy simply could not digest
the milk protein found in the formula Christina was
using. The alternative formula that
the doctor recommended was incredibly expensive.
The experience was unnerving. In the midst of growing
worry, Christina picked up the phone
and called Accolade.
“I was so lucky to have,
in Kamilah, someone who
understood both the
medical issues and the
insurance benefits. She
helped me through every
step of the process.”
On the other end of the phone was a health assistant
named Kamilah Heaps who was, says Christina,
instantly comforting. “She was there, she was knowledgeable, she was responsive,” says Christina. “She
helped me sort through what my insurance actually
covered — but beyond that, she listened.
I knew that I had a true advocate in Kamilah.”
Sometimes there are answers; there are cures.
Sometimes what is needed most is a chance to talk a
worry through — to consider options out loud with
someone who knows both how it feels to be concerned and how powerful trustworthy information is.
One phone call led to more. Answers were soon found.
A few months later, that relationship became
even more important as Christina began to notice
a gradual flattening on one side of Lucas’s head.
She wasn’t sure at first. It wasn’t dramatic in the early
days. The pediatrician hadn’t mentioned anything;
Christina kept wondering if he would. With Christina’s
worries escalating, she called Kamilah. They talked.
“I had been such a neurotic first-time mom,” says
Christina. “I had done everything I thought a mother
should do — paying close attention, encouraging my
son to sleep on his back. But here was my little boy with
this issue and a pediatrician who didn’t seem to notice.
Kamilah told me this was common. She encouraged me
to talk to the doctor about seeing a specialist who could
provide a diagnosis. She helped me sort through
in-network benefits, and when the specialist prescribed
a cranial helmet for my son, Kamilah helped make sure
that my insurance picked up the majority of the helmet’s cost.”
Flat-head syndrome — plagiocephaly — is, indeed, a
surprisingly common condition, a result of increasing
advice by pediatricians to encourage babies to sleep
not on their tummies but their backs. Left unaddressed, the condition can create a host of issues later
on in life — not just aesthetic but functional. Jawbones
may grow misaligned, for example. Sports helmets
may not properly fit and, therefore, may fail to protect.
Thanks to a four ounce blue swirl colored helmet little
Lucas now wears some 22 hours each day, his skull is
slowly returning to normal; in just a couple months
he’ll need no helmet at all.
“It was so important to me that I help my son,”
says Christina. “I was so lucky to have, in Kamilah,
someone who understood both the medical issues
She encouraged me to
talk to the doctor about
seeing a specialist who
could provide a diagnosis.
The Accolade Difference
A new baby brings indescribable joy (and uncertainty) for first-time moms, who are suddenly
dealing with a whole range of emotions and responsibilities that no one is ever really quite
prepared for. Christina was like most new mothers — excited, hopeful, anxious — and looked
to her son’s pediatrician for answers when Lucas didn’t seem to be developing properly.
But when her concerns remained unaddressed, Christina turned to her Accolade Health
Assistant, Kamilah, to help her better communicate with the physician, find a specialist
and navigate through some complex insurance issues.
and the insurance benefits. She helped me through
every step of the process. She kept a careful watch
over my bills, and assisted with correcting errors in the
claims. She made some calls for me, and some calls
with me — staying on the line until she was sure that
everything had been handled properly.”
Today, as the mother of two young boys (brother
Benjamin was born not long ago), Christina
remains grateful for Kamilah’s support — and an
advocate for Accolade among her own colleagues
at work. “I work in human resources,” she says.
“It’s important, in my job, to try the benefits that we
offer to employees so that I can speak from personal
experience. So often organizations will come in promising the world and cannot always deliver
on their promises. Often, insurance companies
are only as helpful as the individual on the other
end of the phone feels like being that day. Accolade
is different. They consistently stand behind their
promise of doing everything they can to be engaged and
helpful. I recommend Accolade to new employees and
to existing ones. It’s a company
that can make all of our lives a little easier.”
“It is an absolute pleasure to be
Christina’s Health Assistant. It is
evident that she is a great mother to
her children and is a strong advocate
for she and her family —
I truly admire the traits that she
possesses. I feel so humbled
whenever she tells me that she
can always rely on us to help her
regarding healthcare questions.”
Kamilah
Accolade Health Assistant
See other client stories at:
accolade.com/clientstories
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