Frequently Asked Questions

Transcription

1 Frequently Asked Questions BonSecoursBeYourBest.com Website and 2017 Incentives Table of Contents Getting Started 1 The Preventive Plan 2 Activities Available 3 Health & Wellness Advisors 4 Education Offerings 5 Healthy Habits 6 How the Website Works 6 Privacy 7 My Account Incentive Details 7 HRA 8 For Additional Support 9 Getting Started How do I log on? Go to BonSecoursBeYourBest.com and click on the Register Now button to start. You will be prompted to complete some important personal and contact information. Be sure to add an address that you check most frequently (it does NOT need to be your Bon Secours ). Please note that you will be asked for your name, birthdate and the answer to a personal question. These will serve as your log-in going forward rather than a password. Once you are registered and return to the site you will just need click on Continue to Well-being Platform. to Q: The website doesn t seem to be showing up properly on my computer. What should I do? A: BonSecoursBeYourBest.com works best on most current versions of web browsers, including Internet Explorer, which is the Bon Secours standard browser. Bon Secours has not fully completed its migration to Internet Explorer 11. If you have not been upgraded, you should plan on accessing the site on your home or other computer. At home you may use the latest version of Chrome, Safari, Firefox or Internet Explorer. If you have questions, call (866) , Monday through Friday from 8:00 a.m. 6:00 p.m. Q: How do I get started? A: The Quick Start Guide provides a short summary of the Preventive Plan program and a quick outline of the key steps to begin your health and well-being journey. It is found under the Resources & FAQ tab. Click on the Quick Start Guide to view it. Your engagement with the site begins with these 3 steps: Step 1: Complete Your Online Health & Well-Being Assessment (HWA) Help us get to know you better and build the foundation of your personalized Preventive Plan by completing your HWA. This questionnaire should take you about 10 minutes to complete. Step 2: Complete your FREE Lab & Biometric Screening The vital health information provided by the screening is an important component in creating your comprehensive and personalized Preventive Plan Member Report. If you completed a 2016 Personal Health Assessment, your biometric information will be automatically uploaded onto the new website. If you did not do a PHA, to access your options, click on Schedule Labs/Biometrics on the My Health page. For assistance, please call toll-free: (866) , Mon. Fri., 8 a.m. to 6 p.m. EST. Step 3: Review Your HWA and Screening Results with a Health & Wellness Advisor

2 Once your lab results and personalized Preventive Plan Member Report have been loaded, watch for an letting you know it s time to talk with a Health & Wellness Advisor. Q: How do I know what to do when I log in to the Preventive Plan? A: Please be sure to watch the introductory video on the Welcome Page. Once you log in, your Home Page will present you with recommended tasks. Again, you need to complete the Online Health & Well-Being Assessment (HWA), Lab & Biometric Screening and review your results with a Health & Wellness Advisor to get started. The Preventive Plan Q: What is the Preventive Plan? A: According to the Centers for Disease Control (CDC), one out of every two adults has at least one chronic illness, many of which are preventable. Prevention is the best medicine for your health, quality of life and prosperity. U.S. Preventive Medicine (USPM) and the Cleveland Clinic Wellness Institute (CCWI) have partnered to offer The Preventive Plan. This program provides a website, personal health coaching, and strategies for you to get and stay healthy. As you participate, earn points toward your Preventive Score and improve your health and well-being. Q: How do I get a personalized Preventive Plan? A: When you complete the Health & Well-being Assessment and your biometric screening, USPM will create a personalized Preventive Plan for you. Then, you will discuss it by phone with a Health & Wellness Advisor. The advisor will help you map out your goals and how to best achieve them. Q: What is the Preventive Score and why is it important? A: The Preventive Score is an easy-to-use gauge that helps you track your participation and activities. It is an important part of the Preventive Plan because it provides a measure of where you are throughout your health improvement journey and helps you to stay focused on your goals. This is all about The Preventive Plan helping you take the right steps so you can see how your efforts impact your health and your life. Q: What can I do to increase my Preventive Score? A: Get engaged! Complete your Health and Well-being Assessment, your labs and biometrics, and your initial call with an advisor to get the maximum benefit and score from the Preventive Plan. Stay engaged! Log in regularly to participate in Challenges, Learning Programs, Educational Videos, and more. The more you stay engaged, the more your Preventive Score will grow. You will earn points for almost everything you do on the website. These points = Incentive dollars if you are covered by a Bon Secours Medical Plan up to $900. If you are not covered by a Bon Secours plan you are eligible for drawings with $300 cash giveaways 4 times a year. Please go to the Incentive section to learn more. Q: Does a high Preventive Score mean I am in good health? A: No. A high Preventive Score does not guarantee better health. Rather, the Preventive Score shows your initiative for learning more about your health, so you can make a game plan for your health. It shows that you are involved in certain preventive activities that have been shown to reduce your risk of unfavorable health outcomes when compared to someone with a lower Preventive Score. The Preventive Score evaluates and credits you for your efforts toward a healthy lifestyle. This means you can have a high score even if you have a medical condition, such as heart disease, diabetes, or high blood pressure. Q: Will I be penalized if I have a condition that I have no control over? A: No. The Preventive Score does not penalize you for something that is beyond your control, such as a genetic predisposition to a certain health condition or a chronic condition you may have had for some time, and that cannot be managed through lifestyle changes. Q: Why isn t my Member Report available? A: Your Member Report will not generate and your Preventive Plan will not be personalized until you have completed your Health & Well-being Assessment and your lab and biometric results have been loaded into the platform.

3 Q: What does it look like to earn 900 points in a year? A: Here s one example of how an employee can earn 900 points in a year; however, each person s journey will be different: Completed the Health & Well-being Assessment/Labs and spoke with a coach to review results: 300 points Enrolled in a weight-loss program and worked with a coach: 60 points Completed one self-directed program (completed this online took about 5-10 minutes per week for 6 30 points weeks): Synced a Fitbit to the portal and received points for 180 days (received one point for each day of more 180 points than 2,500 steps): Completed 4 Healthy Habit challenges (offered monthly, participated in 1 every 3 months): 80 points Completed 1 Competitive Challenge: 60 points Completed recommended learning programs: 50 points Each month, did a little reading or viewing of optional videos/webinars related to topics of interest points nutrition, stress, sleep: Raised money for a local charity 1 time, volunteered at a food bank 2 times and donated blood 1 time: 20 points Total points = 900 Q: What is the maximum number of points you can earn in one day? A: There isn t a set maximum number of points you can earn in one day, but most specific activities are limited to the maximum number of points you can earn from them in a day/week/month/year. Q: Can I earn more than 900 points? A: You are not limited by the number of points you can earn; as you continue to do activities, your points accrue. The total amount of money that an employee who is covered by a Bon Secours Medical Plan can earn is capped at $900. However ALL employees who earn 200 points during a three-month period will be eligible for drawings for $300 in cash four times a year. If you earn more than 1,000 points you will also be eligible for an additional drawing at the end of the fiscal year. Q: How do I find out how many points I can earn in each of the topic areas? A: Most activities with fixed point amounts indicate how many points you will earn. Also, you can click on (see chart) the My Company and Community tab, under My Company Notifications for a document that gives examples of how you can earn points. To see how many points you have earned for activities you completed, you can go to My Points Summary under the My Rewards tab. This will show ALL activity for as long as you have been registered it does not reset each year. You can click on the column headings to sort by date, activity, or points earned. Activities Available Q: What types of activities count toward my Preventive Score? A: The following activities will improve your Preventive Score: Complete Your Health & Well-being Assessment Schedule and complete your labs and biometrics Share your Preventive Schedule with your health care professional Connect with a coach (three levels of coaches: Health & Wellness Advisors, ecoaches, RN Care Managers) Log your specific activity (Exercise & Nutrition) Track your physical activity on your wearable device Complete Healthy Habits Read and complete a Learning Program Read and give feedback on the Daily Dose (Daily Tip) Watch video content Read and give feedback on nutrition and general well-being articles

4 Q: What is My Preventive Schedule? A: The Preventive Plan provides a schedule of recommended services based on your age, gender and existing conditions. Recommendations are derived from evidence-based national guidelines, which are reviewed annually. Many services may be covered by your health insurance. Check with your insurance provider to find out if these items are covered. Always seek the advice of your physician or other qualified healthcare provider before starting any new treatment or discontinuing an existing treatment. Q: How do I get credit on the Preventive Plan for tracking activity to improve my health? A: Under the My Health tab on this site, you will be able to upload results from your wearable devices including steps, distance traveled, and calculated calories burned. Additionally, you can manually log specific nutrition and exercise activity in the Health Log. Please note: All self reporting is subject to BSHSI audit. Q: Where is the Health Log? A: The Health Log is found under the My Health tab. Q: Can I delete entries that I added to the Health Log? A: You cannot delete entries. Your Health & Wellness Advisor can assist you with deleting entries. Q: How do I sync my wearable device? A: From your Home Page or the My Health tab, click on Manage My Connected Devices and Applications, select your device or app, and follow the instructions to link your results to the Preventive Plan platform. The platform is updated each night with data for activity you have synced with the app for your device. If you need assistance, you can call our Health & Wellness Advisors at (866) or membercare@uspm.com. Q: How does the syncing of my wearable device work and how often do I need to sync it? A: You must sync your wearable device with the device manufacturer s platform/app and continue to do so on a regular basis. Then, you must connect your device to the Preventive Plan platform once. After that, the platform will automatically sync with your manufacturer s platform/app each night and bring available data into your Preventive Plan. Q: Is there a way to get a summary of exercise over time if you are not using a tracking device? A: The Preventive Plan platform doesn t currently offer that feature, but it is planned for the future. Q: Can you only complete and review one Daily Dose per day? A: Yes. This is similar to our previous Daily Challenges. You will receive one point per Daily Dose. Q: How do I log nutrition and activity if I don t use a tracking device? A: You can log nutrition and activity manually under the My Health tab with a Post Health Log Entry. There is one point per day for either a manual Health Log entry or data from a tracking device, but not both. Q: Why is credit only given for 2,500 steps? Why don t I get more credit for walking 10,000 steps? A: While our goal should be to reach 10,000 steps each day, many people struggle to reach 2,500 steps. What the Preventive Plan is actually giving credit for is activity, with the bar set low enough to be attainable by someone who is currently sedentary. But remember to do the best YOU can do! Health & Wellness Advisors Q: What are the types of advisors available? A: Health & Wellness Advisors, ecoaches (Cleveland Clinic), and Registered Nurse Care Managers. Q: What is the difference between a Health & Wellness Advisor and a Health Coach? A: You will review your Preventive Plan with your Health & Wellness Advisor. During this review, Health & Wellness Advisors assist with strategies and goal setting and guide you toward a better quality of life throughout your participation in the platform. That can include referring you to a Health Coach, an ecoaching program, or a Care Manager. Additionally, a Health Coach actively works with you on an ongoing basis to provide more in-depth telephonic and/or -based coaching.

5 Q: Tell me more about the Preventive Plan Health & Wellness Advisors and how can they help me? A: The Preventive Plan Health & Wellness Advisors provide a supportive, non-judgmental learning experience, assist with strategies and goal setting, monitor progress, and guide participants toward a better quality of life by reducing risks and achieving a healthy lifestyle. Q: How can I contact a Health & Wellness Advisor? A: From the My Coach tab, click on Learn More under Health & Wellness Advisor, then click on Connect Now. You will be contacted via within 48 hours, and you will get information in a pop-up window with a number to call if you prefer to speak to them immediately. You can also send an by clicking on the envelope icon in the top-right corner of any page. Q: What does the Registered Nurse Care Manager do? A: If you are facing the challenge of a chronic disease such as heart disease or diabetes, USPM offers a Care Management (CM) program, The Preventive Plan CM. Members receive a personalized plan of action and step-by-step clinical guidance through our knowledgeable and trained RN Care Managers to better manage their conditions at no cost to them. Q: How do I sign up for Care Management? A: From the My Coach tab, click on Learn More under Nurse Care Manager, then click on Connect Now. You will be contacted via within 48 hours. Q: What are ecoaching Programs from the Cleveland Clinic Wellness Institute? A: These programs are interactive, highly personalized, six-month coaching programs (seven-month for Tobacco Cessation, 6-week for Stress Free Now) that support participants in making lasting lifestyle changes. Q: Who are my ecoaches? A: The ecoaching modules are delivered by Cleveland Clinic subject matter experts with diverse degrees and certifications (i.e. registered dietitians, licensed social workers, exercise physiologists, physicians, and educators). Q: How do I sign up for e-coaching? A: From the My Coach tab, click on Learn More under Health Coach, find the coaching program you are interested in, and click on Enroll Now. A participant agreement will pop up and after agreeing to participate, a health coach will contact you via within 48 hours. Q: If I choose not to do the recommended activities, will that affect my incentive payout? A: No, the incentives are accrued through earning points and you can earn points in other ways too. However, your personal action items will assist you to be YOUR best. Education Offerings Q: What content is available to help me learn about my health? A: The Preventive Plan presents health-related current events, including health news articles and videos you can access by going to the My Education tab. Q: What is the Daily Dose? A: The Daily Dose is a quick article that is refreshed every business day. With topics from diet, nutrition, healthy habits, behaviors and everything in between, learn something new, in a quick, easy-to-read format every day. Q: What are Learning Programs? A: Learning Programs are activities that provide you with information, support, and suggestions for maintaining or attaining a healthy lifestyle and reducing health risks. You can learn about topics such as weight management, back pain, healthy eating, exercise and activity, and smoking cessation. The Learning Programs help you see how to easily implement the things you learn into your everyday routine. Answer a few questions after reading the content and earn points. Note: You will only receive points once per day for reviewing learning programs.

6 Q: How many points do I earn for the My Learning Programs? A: The learning programs award variable points because the site is customized to meet your specific health risks. For example, if you have high blood pressure, your Preventive Plan may recommend articles that are focused on high blood pressure. If you complete the recommended articles you will earn 5 points. Other, optional, programs are available for you to complete if you have an interest. You earn 1 point for optional programs. You can earn credit for one Learning Program per day, either recommended or optional. Q: How many points do I get for reading articles in the Health & Wellness section? A: You can earn points for reading articles once per day. You will receive 1 point per article. Q: Why do I have more than one Learning Program pertaining to a specific chronic condition? A: Since the Preventive Plan is personalized, the recommended activities will be personalized too. Our learning programs are intended to better inform you about your specific risks and/or condition and help guide you toward better health and well-being. Healthy Habits Q: What are Healthy Habits? A: Healthy Habits offered through the Preventive Plan are healthy activities that are habit and results-oriented. Small changes can make a big difference! Healthy Habits change periodically throughout the year, so continue to log in to your Preventive Plan to receive updates on new Healthy Habits! Q: How do Healthy Habits add to my Preventive Score? A: You receive points for the Healthy Habits once it s completed. Q: Where do I find my Healthy Habits? A: Healthy Habits are under the My Health tab. How the Website Works Q: Can you save your log-in information on your device? A: No. The platform is designed to protect your personal information. Allowing it to save log-in information would make the site less secure and put your privacy at risk. Q: What s the best way to view the site? A: BonSecoursBeYourBest.com works best on most current versions of web browsers, including Internet Explorer, which is the Bon Secours standard browser. Bon Secours has not fully completed its migration to Internet Explorer 11. If you have not been upgraded, you should plan on accessing the site on your home or other computer. At home you may use the latest version of Chrome, Safari, Firefox or Internet Explorer. If you have questions, call (866) , Monday through Friday from 8:00 a.m. 6:00 p.m. Q: How long can the site be idle before it times out? A: Five minutes. Then you need to log in again. Q: How far back can I date activity in my Health Log? A: Two weeks.

7 Q: Why is there no way to connect with other Bon Secours employees on this site like the previous portal? A: The Be YOUR Best website is intended to be personalized and individualized to meet employees where they are and provide support to their specific health risks. However, USPM is constantly looking for ways to improve your experience, so this may be added in the future. Privacy Q: Will Bon Secours see the information I enter in this system? A: Absolutely not. All personal health information is kept private and safe. Please feel free to click on the Notice of Privacy at the bottom of any Preventive Plan page to read a full description of how your personal information is handled. U.S. Preventive Medicine (USPM), the company that provides the Preventive Plan, is required by law to keep your information private and takes this responsibility very seriously. USPM is accredited by the National Committee for Quality Assurance (NCQA) and is HIPAA compliant, exceeding all federal privacy healthcare laws. Q: What information will Bon Secours receive from the Preventive Plan? A: Bon Secours will receive some reports that provide overall, aggregate information about the group as a whole. This helps Bon Secours know what particular areas can be improved. Bon Secours will never receive specific information about any one employee, including lab results and answers to questionnaires. When appropriate, USPM may confirm your enrollment in this program or in certain preventive health activities for the purposes of providing an incentive. However, the Preventive Plan is HIPAA compliant and we guarantee your individual responses, lab results, and any other personal health information USPM receives about you will NOT be shared with your employer, your insurance carriers, or others without your express permission. Q: How is the information I enter in this system protected? A: USPM is a HIPAA compliant company, which means all legal procedures for protecting your information are used. This is described in the Notice of Privacy at the bottom of each of the Preventive Plan page. My Account Q: What changes can I make changes to my profile? A: You can change your profile information such as , picture, phone, and other details by going to the My Profile box in the upper right corner. You can also customize your default background picture and personal health message by clicking on customize my banner on your home page. Q: What are the forms and notices for this program? A: Privacy Notice, Consent To Participate, Notice of Privacy Practices, and Your Rights and Responsibilities Incentive Details Q: Why does Bon Secours offer Incentives? A: As part of our commitment to employees health and well-being, Bon Secours offers Incentives and other employee health and well-being benefits. When we are each at our best, our patients and our communities benefit. Q: How do I get Incentive money? A: In order to begin earning your incentive dollars if you are covered by a Bon Secours Medical Plan, you must complete the first three steps: 1) Health & Wellness Assessment 2) Biometric Screening 3) Call with your Health & Wellness Advisor to review your Preventive Plan. On a quarterly basis, if you are covered by a Bon Secours Medical Plan, USPM will determine the total number of points you have accumulated on BonSecoursBeYourBest.com and notify the appropriate parties to add the money to your Health Reimbursement Account card (HRA). See the HRA section for more details. Remember that each point is worth $1, so if you earn 334 points during the quarter, then you will have $334 added to your card. Q: Can I begin earning points on the website before I complete the first 3 steps? A: Yes, you can. However, you will not receive any payments for your points until you complete the first 3 steps. Once you complete the first 3 steps you will receive $300 if you are covered by a Bon Secours Medical Plan, plus any additional monies that you have earned before completing these initial steps. Q: Who is eligible to get Incentive money? A: An employee must be covered by a Bon Secours Medical Plan to receive Incentive dollars. Note: When spouses are both Bon Secours employees, only the primary insurance holder will be able to receive incentive money.

8 Q: Can I participate if I m not covered by the Bon Secours Medical Plan? A: Yes! You asked for it, and we heard you. New this year, ALL employees, regardless of benefit plan status, are eligible for drawings held four times a year to select 30 employees each time to receive a taxable cash prize of $300. These prizes will be added to your paycheck. In order to be eligible for this prize drawing, you must log a minimum of 200 points during each three-month period. Additionally, anyone who earns 1,000 points or more within the fiscal year will be eligible for a special prize drawing at the end of the year. Q: What is the deadline for completing Incentives? A: Incentives are paid out four times a year, shortly after the end of each quarter. As always, the incentive year ends on August 31 prior to the start of the new fiscal year. Q: What if I only earn a few points? A: You will earn the number of Incentive dollars that is equal to the points you earn from engaging on BonSecoursBeYourBest.com. Remember, however, that in order to be eligible to earn any money you must be covered by a Bon Secours Medical Plan and have completed the first three steps: 1) Health & Wellness Assessment 2) Biometric Screening 3) Call with your Health & Wellness Advisor to review your Preventive Plan. And, if you are not covered by a Bon Secours Medical Plan you must earn at least 200 points in a three-month period in order to be included in the drawing for cash prizes. Q: When can I earn my Incentives? A: Incentive payouts occur four times a year after the end of each quarter. The incentive year runs October 2016 to August 31, Q: What happens to the data I added during September on BonSecoursWellness.com? A: Unfortunately, any activities you earned in September on BonSecoursWellness.com do not count for your FY17 incentives linked to the new BonSecoursBeYourBest.com website. Q: What old Wellness Incentives are continuing the PHA? Healthy Habits? Healthy Weight? A: The old Wellness Incentive structure has changed and no longer exists. The new Incentive strategy is simpler and is driven by the BonSecoursBeYourBest.com website and your Preventive Plan. You receive preventive points for many of the things you can do on the website. The more points you earn, the more money you earn if you are covered by the Bon Secours Medical Plan. And, if you aren t and accumulate 200 points in a defined three-month period, you are eligible for a cash prize drawing. Q: Will I need to do another PHA next spring? A: No, your 2016 Biometric Screening will count for your FY17 incentive year. However, we will continue the PHA with the next screening period to occur in the fall of The PHA is the cornerstone for determining your personalized Prevention Plan each year. Health Reimbursement Account (HRA) Q: What is a Health Reimbursement Account? A: A Health Reimbursement Account (HRA) is a tax-advantaged health benefit plan established by an employer to reimburse employees for health-related, out-of-pocket medical, dental, prescription, and vision expenses. Q: What kinds of things can be paid for out of my HRA? A: The debit card can be used at any qualified provider or facility for services such as an office visit, prescription co-pays, or facility inpatient and outpatient services. These dollars can be used to pay the expenses for anyone who is a dependent claimed on your income taxes. Q: Is an HRA the same as a Health Care Flexible Spending Account (FSA)? A: No, there are two main differences: 1. Your HRA dollars roll over from year to year. You must use all designated FSA dollars each year. 2. Only Bon Secours can contribute to the HRA. You fund the FSA. Both accounts are being managed for Bon Secours by ConnectYourCare (CYC). Q: How do an HRA and FSA work together? A: FSA money will be used first, and then the HRA money. Keep this in mind when you decide how much to contribute to your Health Care FSA for the next calendar year. Both HRAs and FSAs allow you to use pre-tax dollars to pay for qualified medical expenses, but the FSA is funded by you, while the HRA is funded by Bon Secours.

9 Q: How do I get the HRA money? A: Your HRA dollars will be accessed using a debit-type card, issued by ConnectYourCare. If you don t have an FSA, a debit-type card will be issued to you. You can log into connectyourcare.com and view your HRA balance. You can access your funds by using the debit-like card CYC provides to you or by submitting documents to CYC. Q: May I add more money to the HRA myself? A: No. You can t contribute additional money to the HRA; only Bon Secours can. Q: Can I get another HRA debit card? A: One will be issued to you. An additional debit card can be requested from ConnectYourCare. Q: What if I don t need all my HRA money this year? A: Good news! Any unused money in your HRA rolls over to next year with no cap and no penalty. You can build up funds in your HRA to be used in the event you have an unexpected medical expense in the future. The funds in your HRA will be available as long as you continue to be covered under the Medical Plan. Q: What if I leave Bon Secours or am no longer covered by the Bon Secours Medical Plan? A: If you leave Bon Secours or no longer have coverage under the Medical Plan, you will forfeit any money still in your HRA. You can t take the money in your HRA with you, but you can use it for qualified expenses that occur while you are still employed or you still have Bon Secours medical coverage. Q: What if I have more questions? A: Call ConnectYourCare at (877) with HRA questions. If you have earned an Incentive but have not had your money deposited in an HRA, please call Bon Secours HROC at 1-(855) For Additional Support Q: What if I need more information? A: If you have questions about the new website, your Preventive Plan, or how the website or the Plan works, simply call the Health & Wellness Advisors at (866) Monday through Friday from 8:00 a.m. 6:00 p.m. membercare@uspm.com. If you have questions about your benefits or concerns with your Incentives or your HRA, please contact the Bon Secours Human Resources Operation Center (HROC) at 1-(855)