Accolade aims to transform healthcare by providing personalized and seamless experiences that empower our members to lead healthier lives. Central to this mission is our use of advanced technology to enhance the quality and efficiency of our services. In this Q&A, Kapil Ashar, Vice President of Enterprise Data and Clinical Platform at Accolade, discusses how we leverage innovative solutions like data unification, generative AI, and real-time analytics to address challenges and improve member support. Read on to learn from Kapil about how technological advancements improved Accolade members’ health outcomes.

Q: What challenges did Accolade face with its data management, and how did you address them?

A: One of our biggest challenges was the fragmented data spread across multiple platforms. This fragmentation affected our ability to provide timely and accurate care. We partnered with Databricks to unify our data into a consolidated lakehouse architecture to address this. This allowed us to break down data silos, making it easier to access and analyze information. With a unified data environment, our team can now leverage real-time analytics, crucial for delivering timely care and accurate member stratification. This transformation has significantly enhanced our ability to provide personalized and efficient healthcare services. 

Q: How is Accolade using generative AI to improve service and productivity?

A: Our journey towards leveraging advanced technology didn't stop at data unification. We implemented generative AI and Retrieval-Augmented Generation (RAG) techniques to develop solutions to quickly answer complex queries and requests. These AI-driven solutions have bolstered our productivity and efficiency, enabling us to serve our members better. For instance, our internal teams can better understand and fulfill customer commitments by using AI tools to find the right insights and relevant data.

Q: How do you manage real time analytics and governance at Accolade?

A: Real-time analytics play a pivotal role in our operations. We can continuously ingest streaming data from various sources. This allows us to provide up-to-date information and support to members. Using Unity Catalog for data management and governance also ensures we comply with stringent HIPAA requirements. This governance framework supports secure access and detailed data lineage, enabling us to maintain the highest data privacy and security standards. This also helps us govern structured and unstructured data, models, dashboards and files across our platform.

Q: What are some examples of AI applications at Accolade?

A: Accolade has invested in building AI applications for both internal users and our members. A couple of examples to share would be around deploying a RAG solution tailored to improve the efficiency and effectiveness of our internal teams. One of the solutions that Accolade developed leverages data from unstructured sources like PDF files to multiple documents, providing Care Team members the guidance to answer questions confidently and correctly. Similarly, Accolade developed an AI-based SQL LLM model agent that enables analyst teams and business users to ask questions and generate insights from our data quickly.

Q: How does Accolade ensure the security and compliance of its technological solutions?

A: As we continue to innovate, we ensure our solutions are backed by enterprise-grade security and are HIPAA compliant. Our technology stack includes market-leading security platforms, advanced email and phishing protection, and real-time vulnerability scans. These measures ensure our members' data is secure and that we can deliver trusted services. We also maintain annual third-party SOC2 Type II attestation reports to ensure independent reviews of our security, privacy, confidentiality, and availability controls. This commitment to security and compliance underpins all our technological advancements, ensuring that our members can trust us with their sensitive health information. 

Q: What are the future plans for Accolade’s technology-driven initiatives?

A: By embracing advanced technology, Accolade is transforming healthcare delivery. Our unified data approach, combined with generative AI and real-time analytics, allows us to quickly and accurately answer member questions, improving our overall service and productivity. As we look to the future, we remain committed to leveraging innovative solutions to provide personalized, trusted, and connected healthcare experiences. We are excited about the continued impact of our technology-driven initiatives on members' health and well-being.

AI-driven innovation for enhanced member care

Accolade's use of advanced technology, from unifying data to employing AI, ensures members receive timely, accurate, and personalized care. Continuous innovation and strict adherence to security and compliance highlight Accolade's commitment to enhancing healthcare delivery. To learn more, contact an Accolade representative.