Frequently Asked Questions

What is Accolade Care?

With Accolade Care, you can see and speak with a board-certified doctor or licensed therapist right from your phone, tablet or computer – day or night. They can help with urgent medical issues, ongoing and chronic conditions, mental health, preventive care, prescriptions and more. Accolade Care doctors can also be assigned as your primary care physician so that you can see the same doctor for each virtual visit — making it easier to manage ongoing conditions and creating a trusting relationship with a doctor and Care Team who are easy to reach. Accolade Care provides you with access to:  

  • Doctors and therapists at your fingertips  

  • Treatment for preventive, urgent or ongoing care needs 

  • Prescriptions and refills sent to your local pharmacy 

  • Easy appointment scheduling, at times that work for you 

  • 24/7 Care Team support 

Who are Accolade Care doctors?

Accolade Care doctors average 15 years of experience and are licensed in the state where the patient is physically located at the time of their appointment request. Our doctors received their medical degree from a top 50 U.S. medical school and are board certified in a primary care specialty. 

Can an online doctor diagnose you?

Yes, our online doctors can diagnose your symptoms and condition. They have experience in a wide variety of specialties and can order any necessary tests and lab work for further information if needed.

What kind of medical care does Accolade Care provide?  

Our board-certified physicians can address the majority of conditions and care needs that a typical in-person primary care physician provides, including:  

  • Urgent issues (allergies, migraines, sinus infections, UTIs, bronchitis, cold and flu, strep/sore throat, yeast infections, rashes, pink eye, etc.)  

  • Ongoing and chronic conditions (high blood pressure, diabetes, thyroid issues, erectile dysfunction, birth control, asthma, back pain, etc.)  

  • Mental and behavioral health conditions (anxiety, stress, depression, insomnia, sleep disorders, etc.)  

  • Preventive care, including annual check-ups and recommendations for screenings, imaging, bloodwork and vaccinations  

How does Accolade Care support mental health?

Your Accolade Care primary care physician or online therapist can support you whenever you have concerns about your mental health. Our therapists are highly trained to provide virtual support for individuals dealing with all types of conditions ranging from anxiety and depression to life transitions, stress and loss. Your therapist can work with your doctor to help you get a diagnosis and treatment if you have a mental health condition.  


How do I set up my Accolade Care account?

Click here to sign up and schedule an appointment or download the Accolade Care mobile app from AppStore or GooglePlay. If you prefer to schedule an appointment over the phone, call (866) 518-1774 and our customer support team can help you sign up and book an appointment.  

How much does a visit cost and who is eligible?

The cost of an online doctor or therapist visit will vary depending on your employer and health plan coverage. Activate your account to view more information about your visit cost, or call (866) 518-1774. 

How quickly can I connect with a doctor?

You can connect with a doctor in as little as 15 minutes, but you can also schedule an appointment at a time in the future – whenever is most convenient for you.  

Can an Accolade Care doctor be my primary care physician (PCP)?

Yes! We encourage you to select an Accolade Care doctor as your virtual PCP. Finding a primary care physician you feel comfortable with is the first step toward building a trusted relationship with a doctor who can help guide you in your healthcare journey. Consult via video or phone at a time that works best for you, including evenings and weekends!  

Can Accolade Care doctors prescribe medications?

Yes! When medically appropriate, Accolade Care doctors can prescribe nearly all medications.  

Our doctors can write prescriptions and refills and will send your prescription to the pharmacy of your choice, following your online appointment. They can also provide you with a doctor’s note, if needed. 

What happens if I need a prescription or lab work?

Accolade Care is connected with all major retail pharmacies and most independent pharmacies nationwide, so you can have your prescription filled at your preferred pharmacy location. For lab orders, we can order testing to be completed at a lab near your location, including any Quest or LabCorp location nationwide.  

If I got lab work done, how can I view my results?

If you have received an email from your Accolade Care doctor that your lab results are ready to view, you can log into your Accolade Care account and view the results under “Lab Results” in the dashboard.  

Are virtual visits available in all 50 states?

Yes. Accolade Care doctors are available to see patients in all 50 states and D.C.  

Can adults and children use Accolade Care?

Yes! Accolade Care primary care doctors can care for members of any age. For children under 18, a parent or guardian must be present.   

Accolade Care online therapy is currently available for ages 18 and older.  

Can Accolade Care provide consults to patients who do not speak English?

Yes! We staff providers that speak additional languages beyond English, including Cantonese, Dutch, Farsi, French, Hindi, Malayalam, Mandarin, Punjabi, Spanish, Tamil, Telugu and Urdu.  


What are the digital requirements for using the Accolade Care app or website?

Accolade Care services can be accessed with any smartphone, tablet, desktop or laptop. The Accolade Care app is compatible with iOS and Android operating systems and our website is compatible with all major web browsers. We encourage users to have video capability on their device and the latest version of the app, web browser or device OS. Call (866) 518-1774 if you have further questions about digital requirements for a virtual visit.  

Can a member get a doctor’s note if requested by the employer?

Accolade Care doctors can provide simple forms such as work/school excuses or return to work/school documents whenever clinically appropriate. Please discuss your need for a work note with your Accolade Care doctor at the time of the appointment for swift processing. In some instances, Accolade Care is able to provide more substantial documents like FMLA forms, disability forms or Handicap/DMV card documents.  

Can my in-person doctor get a record of my Accolade Care visit?

Yes! With your consent, we can provide an electronic copy of your Accolade Care visit record to your in-person provider.  

Can I give feedback on the Accolade Care doctors that I see?

We encourage you to provide feedback after each visit with Accolade Care. After your appointment, you will receive a survey to rate your doctor and your overall experience. The results are reviewed for quality as part of our continuous improvement process.  


Who should I contact if I have questions or encounter an issue?

You can reach out to your Care Team through in-app messaging or give us a call at (866) 518-1774. 

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