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Frequently Asked Questions If I am called by a health coach, is it mandatory that I participate? If I am called by a health coach, is it mandatory that I participate? UPS Healthy Connections - Informed Choices is a voluntary program; however, you should seriously consider participating if you receive an outreach call from a health coach. This program is provided as an additional benefit to those who may need assistance in accessing and navigating the health care delivery system including locating the correct decision-support tools for their condition and receiving medically proven, quality care and educational materials for their chronic condition. If you have been contacted by a health coach, you may have an opportunity to more effectively improve your health. How will a health coach know who has a complex health situation? Recent prescriptions, doctor visits, hospital stays, emergency room visits, and health assessment data can indicate a need for the services of a UPS Healthy Connections - Informed Choices health coach. The Program's health plan claims administrator, not UPS, will be monitoring this confidential data to determine who may benefit from the services of a health coach. The coaches, who are employees of the health plan claims administrators, have access to sophisticated technology that enable them to identify people who are potentially at risk for health issues. The confidentiality of individual health information is strictly maintained in accordance with health plan privacy policies and federal and state law. Will health information remain confidential from UPS? Yes. UPS Healthy Connections - Informed Choices protects health privacy in accordance with the UPS health plan privacy policies. If an identified participant is concerned about how health information is protected, health coaches can answer questions in more detail prior to the participant sharing personal information. Doesn't a program like this violate health privacy laws? No. UPS understands that medical information is personal and protected by a federal law, the Health Insurance Portability and Accountability Act (HIPAA) and various state laws. These laws require that health plans and health care providers protect the privacy of certain medical information. Your medical information is held in the strictest confidence within the UPS Healthy Connections - Informed Choices program and your health plan's program administrator – not UPS – who administers this program. How can I request to be contacted by a health coach? You can request to be contacted by a health coach if you’ve been diagnosed with a chronic condition such as asthma, diabetes, coronary artery disease and congestive heart failure, through a secure online form available on this Web site. After the initial outreach by the coach, ongoing one-on-one counseling will continue via the telephone. To learn more about this opportunity, click here. When I fill out the online request form and submit the request to be contacted by a health coach, does the information I supply remain confidential? Yes. The in-reach feature of the program is an integral component of UPS Healthy Connections - Informed Choices; therefore, it continues to protect your health privacy in accordance with the UPS health plan privacy policies and federal and state laws. Also, the online request form you fill out resides on a secure server. If you are concerned about how your health information will be protected, health coaches can answer questions in more detail prior to you sharing your personal information. What information is required in the online request form? In order for the submission to be completed, you must:
Does UPS Healthy Connections - Informed Choices have Spanish-speaking health coaches? Health coaches have access to a multi-lingual language line in the event that a Spanish-speaking health coach is not available. Can my dependent have a health coach? Yes. Dependents (over 18 years of age) covered by a UPS-administered health plan may receive an outreach call from a health coach. Health coaches will contact you directly regarding covered dependents under the age of 18. You may also request that your dependent be contacted by a health coach by filling out a secure online form within this Web site. If only my dependent is identified for outreach, will I, the employee, be contacted as well? Not necessarily. Depending on the age of the dependent, health privacy information could be a factor. For example, health information of a dependent aged 18 or older is protected by law and you will not be contacted. If I decline to participate in the program, will I continue to be solicited for participation? There should not be additional contact based on the information in the system at the time the initial contact is made. However, changes in your health could prompt a future call. For example, if someone contacted today regarding diabetes is later diagnosed with heart disease, this additional diagnosis could trigger a future outreach attempt by a health coach. How long will the initial conversation with a health coach take? Health coaches will only need a few minutes to get you started. Health coaches are flexible and will work with you according to your availability. What qualifications do health coaches have? Each health coach is employed by a health plan and is a health care professional, mainly Registered Nurses (RNs), with years of clinical experience who also have additional expertise in working with those who have ongoing, chronic health conditions or those who are facing complex health circumstances. What sort of help can a health coach provide? Health coaches will work with participants to help the individual learn how to manage their chronic conditions or risk factors by providing condition-related information, connections to resources, and tips for working with personal doctors more effectively. They also can give advice on following treatment plans and can help participants better manage symptoms and avoid complications. The coaches will work with individuals on developing and achieving goals that will positively impact their lives. Will health coaches help with claims and benefit questions? Claims and benefit questions should continue to be directed to your health plans' customer/member service number found on your medical ID card. However, the coach can assist you in understanding the diagnosis associated with a claim. If I am contacted by a health coach, do I need to contact my personal physician prior to participating in UPS Healthy Connections - Informed Choices? No. The services offered by UPS Healthy Connections - Informed Choices are not meant to take the place of a doctor's care – they are meant to complement and reinforce a doctor's instructions. We want you to speak with your personal doctor(s) regarding the information and resources available within this program. In this way, you learn to become more involved with your physician in managing your health. If you are contacted by a health coach, you have UPS Healthy Connections - Informed Choices access 24 hours a day, seven days a week either by directly contacting your health coach or, after hours, leaving a voice mail message for your health coach or speaking with another designated health care professional. I have been contacted by a health coach but I am already enrolled in a program for a medical condition with my HMO. Do I need to change to UPS Healthy Connections - Informed Choices? Certain health insurance providers may already offer assistance to employees with a chronic health condition or other complex health issue. If you are currently enrolled in this type of program, you may be notified that these services will transition to UPS Healthy Connections - Informed Choices. This helps ensure you are receiving consistently applied, best-in-class services with proven results. Back to Frequently Asked Questions >
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