FAQs

You have a $0 copay for over 1,200 different blood, urine, cytology, pathology, and cultures that are included in the subscription.

Over 1,200 tests including

• Blood testing (e.g., cholesterol, complete blood cell counts)
• Urine testing (e.g., urinalysis)
• Cytology and pathology (e.g., pap smears, biopsies).
• Cultures (e.g., throat culture)

You must inform the Quest Diagnostics receptionist that you are a QuestSelect^TM member and present your member ID number. Your QuestSelect^TM member ID will be your health plan ID number for those who have a health plan. If you do not have a health plan, a QuestSelect^TM member ID will be assigned to you and made available online and by calling 1-800-xxx-xxxx.

You need to understand your rights and why the doctor does this. If your doctor is employed by a hospital, he or she is required to send you to their most expensive blood work facility down the hallway but you are not required to go down the hallway.
Why? The hospital electronic medical record (EMR) system is programmed to list only hospital blood work facilities. This makes the hospital money while you lose money. Warning: blood work at hospitals is expensive.
Why do the doctors let this happen? Because they are fired if they refer to care providers that are not owned by the hospital.
QuestSelect^TM was created to provide you affordable access to the care you need. $0 out-of-pocket at the time of care. It's your body. It's your hard earned money.
Tell your doctor and his or her medical receptionist you have a $0 out-of-pocket QuestSelect^TM membership and to schedule your blood work or other lab testing at Quest Diagnostics. It's your option and right to pay $0 out-of-pocket or a big surprise hospital bill for blood work.
And Quest Diagnostics will send your blood work results to your doctor to discuss with you and make your results available to you online under your MyQuest^TM account. It's that easy to get and share lab results.

No. This is a member driven program. However, if you choose not to use QuestSelect^TM, your usual deductible and coinsurance costs will apply, and you will lose out on the $0 co-pay, $0 out-of-pocket feature of this program.

QuestSelect^TM does not cover:

• Lab work ordered during hospitalization.
• Lab work that is needed on an emergency (STAT) basis and time-sensitive, esoteric outpatient laboratory testing such as fertility testing, bone marrow studies and spinal fluid tests.
• Non-laboratory work such as mammography, x-ray, imaging, and dental work.
• Lab work performed without the use of your QuestSelect^TM benefit.
• Testing that is not approved and/or covered by your current health benefit plan, if you have one.

Go to https://www.arkgroup.com/ and select the second option under "Products" entitled "QuestSelect Map" and enter your zip code. You can also go to https://www.questdiagnostics.com/locations/search.html/34112/10/4

There are over 2,000 lab locations across the US.

Balance For Life is a newly formed program however, the Counseling service and AI chat bot is not - the counseling program was started in 1982 and the Texting Chat Bot in 2018.

110 million worldwide

No it is a rules based program and is tailored to the school or employers needs.

We offer 70 plus languages for counseling and 2 languages for chat.

100+ lives.

No, all eligible have to be enrolled.

Student Assist is a global program that provides emotional support and practical wellbeing resources for university and college adult students. It is designed to assist traditional and non-traditional adult students with managing their academic, social, and day-to-day responsibilities and to improve their global wellbeing.

• 24/7 direct access to a professional counselor.
• Access via phone, email, iConnectYou, or LiveCONNECT on member website.
• Comprehensive wellbeing support:
  • Emotional supports: short term counseling, Aware, cCBT, etc.
  • Practical supports: Life coaching, Child Care, Elder Care, Financial and Legal supports, etc.
• Advisor Assist (for teachers/professors/advisors/counselors only): Virtual consultation on issues in communicating with students and formal referrals.

No. Teachers, professors, advisors, & counselors requiring emotional or practical support for themselves should refer to their EAP/Wellbeing Program.

The services are delivered by clinical, work-life and wellness teams; Global partners and network affiliates may also deliver the services when appropriate.

This service is available to student advisors (teachers/professors/advisors/counselors), as part of Advisor Assist. A Formal Referral consist of a student advisor requesting that we contact a student directly and offers appropriate services.

Yes, Student Assist is reported via standard Student Assist utilization reports generated from the data in our case management system. The report will be available as on-line dashboards.

Advisor Assist is a service component available globally included in Student Assist program. This is a dedicated service to school advisors for assisting them in communicating with students. The service is composed of a Advisor Consultation and a Formal Referral when the situation is applicable.

The services are available to school advisors, who can be an on-site counselor, a professor, a teacher, or any faculty member with student-advising role.

A telephonic or video consultation on common topics related to students' academic stress, mental health concerns (suicidal ideation, substance use, etc.), relationship/interpersonal issues, etc. Outcomes of the consultation may include an action plan built with the counsellor, an informal referral, a formal referral, ad-hoc projects etc.

Yes, Advisor Assist is reported via standard utilization reports as part of Student Assist program reporting, generated from the data in our case management system. The report is available as on-line dashboards.

A Formal Referral consists of a school advisor requesting that we contact a student directly and offers appropriate services (not limited to short-term counseling). A consent must be signed by both the advisor and the student, providing us permission both to attempt to contact them and to provide the advisor with the specified feedback. Modality and number of sessions of the referral of short-term counseling is in accordance with the Student Assist program.

An individual in distress or with a concern may approach an advisor, or an advisor may identify a student in need. The advisor can encourage them to contact the Student Assist program, reminding them of the support available, and its confidentiality and independence from the organization. As opposed to Formal Referral, Informal Referral does not require us to contact students directly offering services.

For topics related to skill building, the consultation is one-on-one basis. For topics which may involve multiple students/advisors to be present for a student's issue, the consultation can allow maximum 5 participants.

Life Coaching is a service delivered by certified coaches who partner with participants in a thought-provoking process to enhance their personal and professional development. Topics covered include career development, organization and time management, goal setting and life transitions. Coaches and participants concentrate on one focus area per engagement.

Life Coaching consists of up to six (6) telephonic or video sessions.

The service is delivered by our professionally certified coaches or our network affiliates.

This service is globally available, in local languages.

1. Download iConnectYou to your mobile phone from App Store (iOS) or Google Play Store (Android) (download instructions available if necessary)
2. Register using a COMPANY PASSCODE (provided on the promotional materials and/or member website).
3. Quick Start Guides available on request.

Clients will have access to generic Wellness content (Articles) and to the Communication functionalities listed below.

• Call
• Video
• IM
• SMS

Customized demo versions of iCY may not show all the communication functionalities mentioned above.

Yes, iConnectYou works on a globally.

Yes, iConnectYou is staffed by central answer 24/7. For local answer, calls will be routed to the local BFL service center, or partner, during its business hours and will be covered by the US Service Center outside of those hours. The other communication functionalities are not available through partners, with the exception of Mexico.

We officially staff iCY 24/7 in English only. At the moment we are not able to guarantee 24/7 iCY staff availability in every language. However, please note:

• The call functionality will always work 24/7 in local languages. Even if no native speaker is available at a given time, LanguageLine services will be utilized.
• IM and SMS are available 24/7 in local languages. Even if no native speaker available at a given time, BFL staff will be able to use Google Translate to provide an answer to the member.
• Video is not available 24/7 in languages other than English.

iConnectYou is now available in English-United States, English-United Kingdom, Chinese-Simplified, Chinese-Traditional, Dutch, French-France, German, Hindi, Indonesian, Japanese, Polish, Portuguese-Brazil and Spanish-LATAM.

When registering, you will be prompted to select the language you want the App to display in. The app is available in the above-mentioned languages.

You will have to contact BFL AM to get the language changed. At the moment, members are not able to change account settings.

Not necessarily. At the moment, we staff iConnectYou 24/7 in English only, in accordance with the above details. WPO staffs iCY in service center languages during the service center's (or local partner's in the case of phone calls) working hours.

Call, IM, Video, SMS Via App and Articles. As part of a standard implementation process, we can disable any of the communication functionalities; However, Articles are mandatory.

No. For a variety of reasons, WPO does not provide counseling through IM or SMS.

No.

Generally, to ask quick questions, or to set up later appointments with WPO staff. Members can also request counseling; However, in this case our counselors will encourage a call for an appropriate clinical assessment.

Call and Video.

Yes, articles are available in all iCY existing languages.

• "Emergency" button
• Request Appointment
• Provider Locator
• "I AM OK"
• Mass Communication
• Service/Team Selection
• GWQ
• CompassPage

Crisis support services following a workplace incident, provided through a program offering on-site and/or virtual emotional support.

RRCI services are available globally and in any required language. However, we will not send its staff or network counselors into geographic locations that are unsafe, or where we are not legally able to provide services.

• Management consultation
• On-site or virtual support
• Post-incident support

For detailed information please contact your Account Manager.

The RRCI services are coordinated by the BFL Incident Managers team, who are clinicians trained to provide trauma support. This team provides support to the client Point of Contact (POC).

On-site or virtual support may be provided by our staff or by counselors from our network of qualified and credentialed local experts.

Support may be provided individually or in group, or a mix of both.

It will be used a virtual secured platform, depending on client's preference (GoToMeeting, Teams, Zoom, etc.).

There is a minimum of 4 hours for on-site support and of 2 hours for virtual support (unless the contract specifically states something different).

Conducting death notifications (to family, to employee groups, etc.) is outside of the scope of the standard our offer. This work could be defined within a Manager Consultation and would be considered as a custom request with additional custom pricing.

The Account Manager provides the company with a Summary Report following each event.

For electronic education materials for distribution, please confirm language availability with your Account Manager.

Yes, there is an additional charge. $TBD/hour (The minimum charge is for a half day of service. Travel fees are additional; fees are billed at cost and pre-approved).

Zenn is a mental health chatbot powered by AI Developed by clinicians and researchers, Zenn provides self-help content that has been proven to lower symptoms in 13 research studies. Cass can hold 3 million unique conversations and offer 800+ interventions and topics. To date, Zenn de-escalated 17,000 suicide situations.

ZENN is there for you through text anytime, anywhere, all day, every day. ZENN is here to help you feel better emotionally and become stronger. Psychologists approve of the support ZENN provides. ZENN follows proven methods that really work.

All the conversations are kept safe and private, and no personal info is saved. Sometimes, a few conversations without names are looked at by the ZENN psychology team to make sure ZENN keeps giving great help.

ZENN learns with the help of smart computer programs and advice from psychologists. She's always getting smarter with each chat and feedback she gets. Every word, question, and feeling shared makes it better at giving support.

ZENN pays attention to specific words and phrases that show strong feelings like thinking about hurting oneself. If ZENN hears that, it suggests calling a crisis line for help. ZENN also checks in after suggesting the crisis line to see how things are going.

ZENN remembers the advice she gives, so she doesn't repeat the same info to one person. She keeps things private and secure by only remembering talks linked to a person's phone number or account.
ZENN helps people become stronger by checking in with them. For instance, if someone feels anxious, ZENN might guide them in a deep breathing exercise. Then, later that week, ZENN will ask if they tried it and if it made a difference.

ZENN is provided at no cost to chatters.

Yes, the AI chat bot allows the ability to connect with a live counselor at time of great need or crisis of a member.

Yes - English and Spanish - others can be added at an additional cost.

Not every conversation requires a counselor or further treatment.

Name of School, number of covered lives, start date, company code, whether co-branded website is requested.

No.

30-90 Days.

Yes, groups under 5,000 - 60 days (smaller might be able to do 30 days). Groups over 5,000 - 90 days.

Materials from the vendors made available? - resources website

Parents will need to consent for short term counseling.

No.

We can provide training at cost but there is also an orientation that can be updated for us to provide to administrators and work with brokers to assist them.

Yes.

Smile brighter with big savings at over 262,000* available dental practice locations nationwide. Use your card over and over again to keep your teeth sparkling clean!

1. In most instances, save 15% to 50% per visit**
2. Save on dental services such as cleanings, X-rays, crowns, root canals and fillings
3. Need specialty dental care? Save on orthodontics and periodontics, too!
4. Show your card with the Aetna Dental Access® logo and pay the discounted price at checkout

*As of April 2020. **Actual costs and savings vary by provider, service and geographical area

You and your family can see better savings at over 20,000 vision providers nationwide, including national chains and local retailers. You save 10% to 60% on glasses, contacts, laser surgery, and exams.

1. 20% to 60% off prescription eyewear including most frames, lenses and specialty items such as tints, coatings and UV protection
2. 10% to 30% off eye exams
3. Participating chains include LensCrafters, Pearle Vision, Visionworks, JCPenney, Target and more
4. Your eye doctor not in our network? The nomination process is a breeze!
5. 10% to 40% off contact lenses through America's Eyewear mail order service
6. 40% to 50% off the national average cost of LASIK surgery

1. This program is NOT insurance coverage and does not meet the minimum creditable coverage requirements under the Affordable Care Act or Massachusetts M.G.L. c. 111M and 956 CMR 5.00. It contains a 30-day cancellation period, provides discounts only at the offices of contracted health care providers, and each member is obligated to pay the discounted medical charges in full at the point of service. The range of discounts for medical or ancillary services provided under the program will vary depending on the type of provider and medical or ancillary service received. Member shall receive a reimbursement of all periodic membership fees if membership is canceled within the first 30 days after the effective date. Discount Plan Organization: New Benefits, Ltd., Attn: Compliance Department, PO Box 803475, Dallas, TX 75380-3475, 800-800-7616. Website to obtain participating providers: MyBenefitsWork.com.
2. The discount program provides access to the Aetna Dental Access® network.  This network is administered by Aetna Life Insurance Company (ALIC). Neither ALIC nor any of its affiliates offers or administers the discount program.  Neither ALIC nor any of its affiliates is an affiliate, agent, representative or employee of the discount program.  Dental providers are independent contractors and not employees or agents of ALIC or its affiliates.  ALIC does not provide dental care or treatment and is not responsible for outcomes.
3. Lab benefit not available in NJ, NY and RI.

100,000,000 people are estimated to qualify for free or discounted care at non-profit hospitals across the US.

It depends. Many financial assistance policies (FAP) specifically state that these types of care are covered while others do not. Some FAPs remain vague on this issue. FAPs are applicable for denied claims and out-of-network claims where there is no insurance coverage.

It is common to set for a hospital to set the minimum dollar value at $1,500 in order to apply. The FAP does not apply to routine, outpatient preventive care. There is no maximum dollar amount to be applied to the financial assistance available.

The federal poverty level (FPL) is established annually by the US Department of Health and Human Services (HHS). The FPL is determined based upon household income and number of household members. Our homepage displays the 200% FPL threshold below which almost all non-profit hospitals honor free care. It is common from 201% to 400% of the FPL for a hospital to have a sliding scale discount. The closer a household income approaches 400% of the FPL, the lesser the discount.

If a medical bill is greater than 20% of the annual household income, in many instances, this is considered catastrophic and eligible for financial assistance at non-profit hospitals. Other hospitals set this percent higher. The specific percent applicable can be found in each financial assistance policy on our website. If a household does not qualify for financial assistance based upon the federal poverty level (FPL) guidelines, this alternative method may be available for an additional consideration as a form of charity care.

240 Days.

The amount generally billed is a poor term as it really means the amount generally paid. Per medical care item, the average amount generally paid across all payer types, including, for example, Blue Shield, United, Cigna, Aetna, Medicare and Medicaid is determined. If a medical care item had a charge (retail) price of $10,000, the AGB, or what the hospital gets paid on average, might be $2,500. In this example, the AGB is 25%. The AGB is the amount that the hospital is used to getting as a fee for service for a care item. As it relates to a financial assistance policy, many of them state that from 201% up to 400% of the federal poverty level (FPL) that no one will have to pay more than the AGB. In other words, the hospitals will not make a person pay more than it usually gets paid for that care item.

Call CareGuide Advocates at 888-221-1140. We know how to protect you from predatory hospital billing. If you are applying for financial assistance, the hospital is not permitted to send you to collections. If you are disputing your bill because you have not received an itemized bill, the hospital is not permitted to send you to collections. While a hospital bill is in dispute, CareGuide Advocates notifies the hospital that they are not to contact you due to the Fair Debt Collections Act of 1978, a consumer protection law. We make them speak with us. If you already forgot everything you just read, that's ok. CareGuide Advocates is an expert a hospital bill charity care and bill negotiation and we do all the work for you.

Yes. CareGuide Advocates has two words for you "sign here". We take assigned agency and negotiate your hospital bill for you. With our proprietary national pricing database, you never overpay for care when we know the price of care. CareGuide Advocates also uses bill negotiation techniques that only industry insiders like us have to get the best deal and most often pay less than most. Don't do your hospital bill. Do Hospital Bill Eraser.

The same care item in the same insurance company network is most often priced with over 1,000% pricing variation. For example, a CT scan can be $400 and up to $4,000 in the same city in the same network. A blood test can cost $50 or that same blood test could cost $500. Warning: staying in-network does not save you money on your routine health care - Money Map does.

In large health insurance company networks, an average savings of $150 per blood draw, $700 per MRI or CT scan, $2,000 for surgery center care, such as a GI scope or $2,000 by using an urgent care and going home instead of the ER and going home has been established by analysis of billions of dollars of claims.

Our Advocates use its pricing database, in addition to calling each provider each year to establish who owns the medical facilities, who does the billing and what type of billing codes are used. Our deep knowledge of medical billing helps us establish the proper questions and answers for those who are deemed qualified to present on our Money Map. If a provider refuses to answer our questions, then it does not make it to our Money Map.

No. The decision on who is your doctor is a personal choice that we do not interfere with. In addition, doctors are inexpensive and office visits are mostly between $100 and $200 a visit. On the other hand, entering a medical building to get care such as blood work or imaging or surgery center procedure care can get very expensive and that is where tremendous savings opportunities exist. That’s our focus.

No. Pricing Portal, a separate software platform, is used by our advocates to know what to pay and to secure pricing.

Our Advocates has been successful and acquiring pricing data from Medicare, self-insured employers, self-insured unions, independent third-party administrators (TPAs), healthcare data analytics companies and occasionally machine-readable files (MRFs).

Our Advocates has been careful to never sign a non-disclosure agreement (NDA) with the publicly traded health insurance companies. We also have been careful to handle only privacy compliant claims data, meaning your name, diagnosis and other sensitive information is not a part of our database. Thus, we have no restrictions on the use of privacy compliant data and can share pricing information with all of our members. According to the United States Department of Health and Human Services (HHS), there are no restrictions on the use of privacy compliant data. Lastly, Under federal law, hospitals and health insurance companies are to make their pricing publicly available. While they may not do so according to the law, the law is on our side to publish it and report it to our members.

If your Pharmacist is not familiar with Rx Valet - Show the Rx Valet Card and ask them to process the claim just like they do with any other RX Benefit Card. If they are having trouble they can call our Pharmacist Hotline at 855-798-2538.

You will owe the co-pay or the discounted price as shown on the website after you have logged in. This amount will be according to the contracted amount with Rx Valet. Present your card to the pharmacy with a valid prescription. Mail order is required on maintenance medications.

Rx Valet has worked with all major Pharmacies to negotiate the best possible prices and we pass them along to our customers.

Yes - Your local pharmacy or our Home Delivery Program will require a valid Prescription. Please bring your prescription with you to your local pharmacy or have it electronically sent to the pharmacy of your choice. When picking up the prescription, show your Rx Valet card as form of payment.

Please have the Pharmacist call the Pharmacy Helpline 855-798-2538 or call our Customer Care team at 855-798-2538.

Yes, we do. Our first option is to try to fulfill your prescription with the low-cost generic alternatives. However, in some cases a generic is not available.

Drug companies control the prices and try to recoup the investment in research and development. Thus, causing high prices. Rx Valet strives to offer the lowest cost on Brand drugs as possible. We will also work with you to look for alternatives that could save you money. Our customer care team is available to discuss options. Please call at 855-798-2538.

Yes, and we most likely can save you big money. However, you will need a prescription from your doctor.

No, you will pay the same at any Pharmacy. Show your Rx Valet card and pay the Pharmacy nothing! You have the ability to save more through Home Delivery.

If you are having trouble, please use our live chat feature or call our Customer Care Team at 855-798-2538.

Rx Valet can save you money at Retail Pharmacies and even more through our Home Delivery Program. We have negotiated deep discounts with the pharmacy networks across the US and we pass the savings to our members. Our Home Delivery Program provides discounts by cutting out the middleman. We buy in large quantities and sell directly to the consumer.

Yes, of course. All of the medications that we dispense are FDA approved and distributed under a licensed Pharmacist. You will receive the same quality product if you use Rx Valet or not! You will just save money with Rx Valet.

Yes, fourteen days (14) before your medication is due for renewal, Advanced will attempt to obtain a new prescription from your Physician. We will call, text and or email on all of our activity.

Your medications will be sent at NO Additional Cost! We even will ship your medications that require cooler packs and special handling at NO Charge.

Yes, we will contact you via phone, email and or text to confirm your next shipment 14 days in advance.

No. We provide deep discounts that may be lower than your Co-Pay. We work with insurance companies to provide an alternative to the high cost of medications. Compare our cost with your deductible.

No, we do not accept those plans as payment. We are confident that on many medications we can save you money and offer the drug below your co-pay. Compare and save! If you have questions, please call 855-RX-VALET.

Yes, at any time.

Rx Valet will bill your credit card at the time of purchase but if you do not fill your prescription your credit card will not be used.

If you choose to obtain a refund, we will process your refund via our app or website. If you need help, or your pharmacy needs assistance, please call our Pharmacist Hotline at . Our Home delivery program will bill your card at the time of dispensing your medication prior to shipment. You will receive notification that your medication has been shipped and your card was billed. Once a medication is shipped no returns are accepted.

We accept debit and credit cards to include Visa, MasterCard, American Express.

Yes, we will send you a receipt that you may be able to apply to your account. All plans are designed differently. Please check with your plan administrator.

No! You will not be charged until you checkout and provide payment information.

Go to My Profile, select Edit and correct. Or call our Customer Care Hotline at 855-798-2538 and we will help you.

Click on Forget Password on the login screen and follow the directions.

Yes you can add your spouse and children to your account.

On the Menu page choose Member Code and enter your code.

On the My Profile page, please click on forgot Member Code. Please enter your name and date of birth. We will provide the code via email or text. Or you can click on Membership Card to download a PDF version of your card that you can print or save.

Yes, we utilize one of the top processing companies in the US and they take all precautions to protect your valuable information.