“It’s very clear that employees aren’t just demanding better benefits, but they’re demanding a better experience from health care,” said Katie Blakemore, the director of events at Accolade.

Post-pandemic, the prevailing reality is that thriving organizations offer comprehensive benefits. Yet, changes in healthcare spending challenge sustainability. The costs have reached an all-time high in 13 years, increasing by 8%. 

What tools, principles, and methods can pave the way to solutions with significant impact? Can benefits leaders find quality care while avoiding excessive costs projected to reach an increase of 9-10% in 2026? During a From Day One webinar, leaders from Accolade came together to share actionable tactics that address these key challenges.  

“What members, we believe, want most is simplicity and clarity,” said Kristen Bruzek, the senior vice president of service delivery at Accolade. Accolade, a healthcare solutions organization combining technology and care advocacy by physician-led teams, has refined modern care navigation. This effective strategy avoids complex delays and unnecessary spending, she says.

AI is transforming healthcare navigation by revealing data patterns, reducing friction, and getting the right resources to employees faster—helping organizations spot gaps, predict risks, and improve outcomes. Ava, Accolade’s virtual assistant, answers questions, checks benefits, identifies local providers, and confirms basic claims, the speakers shared. The organization has seen a 6% increase in member satisfaction by engaging with Ava. 

Further, Accolade’s more complex AI-driven health engine picks up on at-risk members to deliver more urgent and personalized care team outreach.  

To demonstrate this process, consider a member flagged for diabetes or an issue concerning their mental health. The system alert will help care advocates immediately direct that member to the right primary care provider or behavioral clinician. 

By spotting at-risk employees as early as possible using data-driven insights, employers can avoid unnecessary costs and adverse health events for employees.

Personalization and Human Connection  

Combining data-driven insights with hyper-personalization leads to greater employee engagement and utilization outcomes.

Accolade introduces the virtual assistant as a quick self-service tool and provides more personalized onboarding via multiple channels to help members learn about their care options. Multiple channels let employers meet employees where they are. Members can engage with personalized support by several means: phone calls, video calls, or asynchronous messaging.

Human connectivity holistically encapsulates and addresses concerns using a hyper-personalized approach. For example, Ava can pick up on specific details or keywords during a chat with a member that indicates they are physically or mentally at risk. Emotionally challenging and complex feedback alerts the system of that member’s position, says Bruzek. 

The virtual assistant then flags the member and coordinates a meeting with a nurse on their care team for more personalized guidance.

“We can recognize that and get them to an advocate or a nurse right away through the voice channel or digital if the member prefers to stay there,” said Liz Ferega, senior vice president of customer success. 

The human element remains essential alongside technology. HR leaders identify the most effective tools, channels, and benefits programs—and they’re the ones who can validate real-world impact, like fewer ER visits or improved chronic care. Only a human can truly judge whether a tool is both intuitive and educational, and HR leaders are best positioned to ensure AI reflects the user’s perspective accurately.

“The care is higher quality from the start and being able to help a member get to that is critical. With that being said, the human connection will still be a core part of everything that we do,” said Ferega. 

Editor’s note: From Day One thanks our partner, Accolade, for sponsoring this webinar.

Stephanie Reed is a freelance news, marketing, and content writer. Much of her work features small business owners throughout diverse industries. She is passionate about promoting small, ethical, and eco-conscious businesses.

(Photo by LALAKA/Shutterstock)