FAQs
Health & Wellness Programs

Frequently asked questions about 2020 programs.

2020 Personal Healthcare Assistant (NC, SC)

What is the Personal Healthcare Assistant program?

We’re rolling out a unique approach to help associates navigate their health and benefits. In parts of North Carolina and South Carolina, most associates will have access to a Personal Healthcare Assistant at no cost when they’re enrolled in a medical plan. Here are a few highlights:

• Care and benefits simplified–help making the most of your health benefits, from setting appointments and collecting records to making sense of medical bills.

• Support for getting to medical appointments–help finding childcare and transportation.

When does the program start?

Jan. 1, 2020. If you need help before the official start, please contact Grand Rounds to learn more about your options at One.Walmart.com/HealthAssist

What can I expect when I sign up for the program?

Here’s what you can expect with the Personal Healthcare Assistant program:

• Sign up and create your account–sign up with Grand Rounds by going here One.Walmart.com/HealthAssist or calling 855-377-2200

• Find ways to save–contact your Personal Healthcare Assistant to better understand and manage your medical costs.

• Personalize your experience–let your Personal Healthcare Assistant know more about your medical history, health care needs, barriers to getting care, and any other concerns.

• Use your Personal Healthcare Assistant to get better care–reach out to your Personal Healthcare Assistant when you’re ready to get care, are experiencing symptoms, need help with a chronic disease, or are just looking for a doctor for you or your family.

• Get a second opinion on medical conditions–recently diagnosed with a medical condition and have questions about care or treatment options? Get an appointment for an expert second opinion through your Personal Healthcare Assistant.

• Get help getting the care you need–from finding transportation to help with paperwork, your Personal Healthcare Assistant has you covered

Do I have to pay to use the Personal Healthcare Assistant program?

No. This program is offered at no cost to you as part of your medical plan.

Is the program available to my covered family members?

Yes. The program is available to any family members you cover with your plan, and who live in parts of either North Carolina or South Carolina.

Some of my medical expenses don’t add up. Can the Personal Healthcare Assistant help me figure it out?

Yes. Once you sign up, you can have all your medical expenses reviewed and documented by a team of health care and medical billing experts. Then you’ll get a summary of what you owe.

Can this program help me schedule doctor appointments?

Yes. We know it can be hard to get appointments with some doctors, so we asked Grand Rounds to help. This program is designed to help you get appointments scheduled quickly.

Sometimes it’s hard to find childcare when I need to see a doctor. Can the Personal Healthcare Assistant help?

Yes. The Personal Healthcare Assistant can help you find childcare and make it easier to get to appointments.

2020 Personal Online Doctor (CO, MN, WI)

What is the Personal Online Doctor program?

A new optional program with your own dedicated online doctor, provided by our partner for telehealth, Doctor On Demand. Get the treatment you need anytime from your doctor online, who can order lab work, write prescriptions, and coordinate care with other doctors covered by your plan.

What can I expect when I use the Personal Online Doctor program?

Here’s what you can expect once you sign up for the program:

• Your profile for health—establish your patient profile that gives you a real-time view of your health care and allows data to be shared securely across provider networks.

• Expanded access to care online—get services such as preventive health, urgent care, behavioral health, and chronic disease management for conditions such as diabetes, hypertension, asthma, and behavioral health.

• Referrals to specialists—your care team will make network referrals for in-person visits and work with your existing providers to support your total well-being.

How much does it cost to use the Personal Online Doctor program?

There’s no additional cost to participate in the program. Each virtual visit is just $4, including doctors, psychologists, and psychiatrists.

If you’re in the Saver Plan, you’ll pay full price for the cost of care through the online program until you meet your deductible.

When and where is the program available?

Beginning Jan. 1, 2020, the program is available in parts of Colorado, Minnesota, and Wisconsin. You’re eligible if you see “HealthSCOPE Benefits” on the back of your new plan ID card.

I like my current doctor. Do I have to change doctors to use the Personal Online Doctor program?

No. While we encourage associates to use the program as their regular primary care doctor, you can also think of it as a complement to your current care. It provides access to care outside of typical doctor’s office hours, and it’s much more convenient to connect from home.

What types of doctors are available online?

The program has a whole care team of doctors, psychiatrists, psychologists, nurses, and other health care providers available 24/7.

I have a chronic medical condition requiring ongoing treatment and medication. Is the Personal Online Doctor program for me?

You may be a great fit for the Personal Online Doctor program. Here are just a few of the services available to help you manage your health through video visits, phone calls, or messaging:

• Personalized, dedicated coaching support for managing your chronic disease

• Regular check-ins on your condition, well-being, and treatment success

• Tips for healthy ways to manage your chronic disease

• Care coordination with your in-person doctor when you need a referral to a specialist for additional treatment

What happens if I need a referral to a specialist or can’t be treated by the Personal Online Doctor program?

Your online doctor will assess your needs and after careful evaluation, will connect you with a specialist in your medical plan’s network. You may continue to connect with your online doctor for support during your care.

What are typical medical conditions for which I can use the Personal Online Doctor program?

The Personal Online Doctor program is available to help both mind and body. Here are a few conditions where the program can help you:

• Urgent care—available 24/7 for conditions such as headaches, sore throats, colds, and flu. Providers can help get you on track as well as order prescriptions, if needed.

• Behavioral health—licensed psychologists and board-certified psychiatrists provide emotional support while you’re in the privacy and ease of your home. From talk therapy to medication management, the team can support your complete mental well-being.

• Preventive health—the care team partners with you to support your day-to-day health and self-care routines. From healthy eating to preventive lab screenings, they bring together simple solutions to stay on a track.

• Ongoing chronic disease support—get easy online access to a care team who can answer your treatment questions, help you learn more about prescription options, and help you manage your condition.

Am I charged for every time I use the Personal Online Doctor program? How does the pricing work?

Yes. Each virtual visit is just $4. Additional services and other treatment may be an additional cost. Any additional cost for the visit will be shared with you up front, and you’ll have the option to continue with the care or end the session before you are charged.

Please note: if you’re in the Saver Plan, you’ll pay the full cost of care until you reach your plan’s deductible.

Will I be billed for the $4 copay or do I have to pay upfront?

You have a few options for payment. The $4 copay needs to be paid at the time of treatment.

I’m new to using online doctors and wondered if it is safe? Will my medical information be secure?

Yes. Be assured your medical information is secure and the service is safe and confidential. Doctor On Demand meets our high standards for security, privacy, and quality.

Where do I go to learn more about the Personal Online Doctor program?

Here are a few resources:

• Online: go to One.Walmart.com/VideoDoctor

• Call the People Services team at 800-421-1362

2020 Tobacco-User Rates and Tools for Quitting

How much more do tobacco users pay for medical coverage than non-tobacco users?

The details vary, but if you use tobacco you’ll pay substantially more. You can compare the tobacco-user and non-tobacco-user rates for medical coverage at One.Walmart.com/Rates.

There are a number of other health issues, like obesity and alcohol use. Why is Walmart just charging for tobacco use?

According to the American Cancer Society, tobacco use is the leading cause of preventable disease and death in the U.S., causing 443,000 deaths annually. To help associates who want to quit tobacco, Walmart offers the Quit Tobacco program at no cost.

When do I have to complete a Quit Tobacco program in order to qualify for the non-tobacco-user rates?

You will need to enroll in and complete a Quit Tobacco program any time from Annual Enrollment through the end of 2020.

What if I sign up for a Quit Tobacco program and don’t complete the program?

You can reenroll in the Walmart Quit Tobacco program once every six months, up to three enrollments. You may also choose to enroll in a different Quit Tobacco program offered through a different organization (like the American Cancer Society).

What if I complete the program but still use tobacco products?

You can enroll in another program. You will also have to attest to your smoking status during the next Annual Enrollment.

What happens if I’m a tobacco user and quit in the middle of the year?

You will continue to pay tobacco rates until the next Annual Enrollment. However, if you agree to enroll in and complete a Quit Tobacco program during the benefits enrollment session, then you will qualify for tobacco-free rates at that time.

If I answer that I don’t use tobacco, but that is not the truth, and then I develop an illness related to tobacco use, will Walmart pay the claims?

Your claim may not be paid. The lower tobacco-free rates are offered on the honor system. However, it is clearly stated in the policy shown on the enrollment screen when you answer the tobacco-free questions: If you knowingly provide false information, you may be subject to a loss of benefits and your job. It’s important to answer the questions honestly so you don’t risk your benefits or job.

If someone is reported to Ethics because they provided false information regarding their tobacco use, what happens next?

Any allegation would be reviewed in the same manner as any other alleged violation of the Statement of Ethics. The Global Ethics Office partners with Human Resources to oversee a review of any allegation involving intentional dishonesty.

What if I only use tobacco products on occasion (like a cigar on New Year’s Eve)?

All forms of tobacco, even when minimally used, are dangerous. Research shows occasional tobacco users have a higher likelihood of becoming addicted to nicotine. With that in mind, no more than four cigars or tobacco products are allowed during the year.

What programs are available to help spouses and dependents quit tobacco?

Walmart offers two no-cost Quit Tobacco programs for associates and their dependents (age 18 or older) enrolled in one of the Premier, Contribution, Saver, or Local Plans.

  • Craving to Quit—This program uses treatment methods to give associates personal support and help associates quit for good. When they enroll in the program, they can choose any or all of these services: online support from coaches and other quitters; phone-based coaching with a trained health coach; email support with tips to help them quit, stay motivated and celebrate quitting milestones; and over-the-counter (OTC) medications, including free patches, gum, lozenges, or mini-lozenges for smokers.
  • Kick Buts—Kick Buts is an innovative tobacco-cessation program offered at no cost to associates and up to two family members or friends. It combines the structured support of a clinically proven text messaging program with the medication needed to help quit tobacco. This program includes: text messaging support from a trained health coach, essential over-the-counter medication to help with cravings, online tools and resources, and Facebook integration to help with personal support.

Associates/spouses not enrolled in one of the Premier, Contribution, Saver, or Local Plans can enroll in the Quit Tobacco program on One.Walmart.com/QuitTobacco. Associates/spouses not enrolled in a medical plan have access to the online and email support features of the Craving to Quit program or all features of the Kick Buts program. Associates who are enrolled in an HMO should contact their providers to learn what Quit Tobacco programs are offered through their plans.

Do I need to be enrolled in a medical plan to use these programs?

No. Associates and their spouses who are not enrolled in a medical plan still have access to the online and email support features of the Craving to Quit program, or all the features of the Kick Buts program.

Is chewing tobacco or smokeless tobacco considered a tobacco product?

Yes. Smokeless tobacco contains chemicals that contribute to nicotine addiction and different types of cancers. For more information, go to CancerControl.Cancer.gov.

Are e-cigarettes considered a tobacco product?

For purposes of establishing tobacco rates, yes. While e-cigarettes do not contain tobacco leaf, they contain nicotine, flavorings, and other chemicals that are delivered by an inhaled aerosol. Although the effects of e-cigarettes remain unclear, the Centers for Disease Control and Prevention (CDC) noted that nicotine toxicity is an area of concern associated with nicotine-containing e-cigarettes.

What does it mean to be tobacco-free?

Tobacco-free means that you do not use tobacco in any form: cigarettes, e-cigarettes, cigars, pipe tobacco, snuff, or chewing tobacco. To be considered a non-tobacco user and eligible for the lower tobacco-free rate, you must not use any type of tobacco product, or must agree to enroll in and complete a Quit Tobacco program during the year in which you’re enrolled for benefits.

More details on what it means to be tobacco-free are available at One.Walmart.com/QuitTobacco.

Do I have to enroll in and complete a formal Quit Tobacco program or can I utilize tools and resources, like the e-cigarette, independently to qualify for the non-tobacco-user rates?

Any type of Quit Tobacco program is acceptable as long as the associate attests that they intend to complete the program. This does not, however, include the use of e-cigarettes. See "Are e-cigarettes considered a tobacco product?" above for more information on e-cigarettes.

How do I receive nicotine replacement therapy (NRT) through the Quit Tobacco program?

Associates enrolled in one of the Premier, Contribution, Saver, or Local Plans must call and enroll in the Quit Tobacco program and order the medication through the program. NRT products are then sent to your home.

Does my doctor have to inform People Services of the Quit Tobacco program I selected?

No. Your doctor does not need to call People Services. Walmart Benefits is agreeable to any tobacco-cessation program that you and/or your doctors choose. All you have to do is enroll in and complete the program.

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