FAQ

Learn more about Centivo and how to get started.

How do I enroll?

You can enroll via Workday from Teamworks.

What’s different about the Local Copay Plan with HRA?

The Local Copay Plan with HRA is designed to offer high-quality care at prices that don’t break the bank. By focusing on a relationship between you and your primary care doctor – which can help keep you healthier, reduces emergency room visits and improves your healthcare experience – your costs stay lower without sacrificing the quality of care.

Your primary care doctor focuses on your overall well-being, and visits are free whether you’re sick, taking care of an ongoing issue or getting an annual wellness exam. They get to know you and your healthcare needs, help you navigate the healthcare system and refer you to trusted, in-network specialists and services when needed.

Why should I choose the Local Copay Plan with HRA?

This plan offers you lower costs when you need care so you can get the care you need without thinking twice about what it will cost you. You’ll get:

• A low deductible
• FREE primary care visits, behavioral health and more
• Pre-set copays for specialist care and urgent and emergency care
• Urgent care covered at the in-network benefit when traveling outside the network area
• Emergency room visits covered at the in-network benefit no matter where you are
• A convenient virtual primary care option as an alternative to in-person primary care

With this plan, which services are FREE?

With the Local Copay Plan with HRA, you have access to many providers with $0 copay, which means at no cost to you! They include:

• Family Medicine physician
• General Practice physician
• Internal Medicine physician
• Obstetrician and Gynecologist
• Midwife (Certified Nurse)
• Pediatrician
• Licensed mental health or substance use disorder specialist
• Acupuncturist
• Chiropractor
• Homeopath or Naturopath
• Nutritionist
• Occupational Therapist
• Physical Therapist
• Speech Therapist

Where can I see which providers and facilities are in the network?

The Centivo Network was built with providers who offer quality care at a low cost. The network includes trusted local health systems, virtual doctors and national providers so you have access to all the specialists and services you need. If you ever have trouble finding a provider, contact Centivo Member Care for help.

You can view the online directory here or contact Centivo Member Care if you need help finding a provider.

Once you enroll in the plan, you’ll be able to view the Centivo Network through the Centivo app.

What’s the catch? This sounds too good to be true.

• Centivo IS a different kind of health plan. It’s built differently than plans you may have had in the past; ones where costs go up every year.
• Your employer chose to offer Centivo to make quality care more affordable for employees like you.
• It may sound too good to be true, but there’s no catch. Here’s how we do it:
  • First, we contract directly with local, virtual and national providers who are committed to quality care at lower costs, and that savings is passed on to you.
  • Second, our members choose a primary care doctor who gets to know them and their health needs and guides their care. Having that solid primary care relationship has been shown to keep people healthier overall. And if you do need other care – specialist visits, procedures, hospital care – your primary care doctor helps connects you with the right care for your needs.
• Bottom line, you can see your doctor whenever you need care without worrying, since primary care is free and specialist office visits are a pre-set $25 copay per visit. So, there’s no need to ever wait out feeling sick until you end up at an urgent care or ER, where your care will cost a lot more.

What if I have a dependent who lives out of the area?

Your plan uses the Centivo Network, which is available in several cities across the U.S. If you have a dependent away at college or living outside of the Centivo Network area for part of the year, they may still be able to benefit from this plan. Search the online directory to see if there are providers available near where they live and keep in mind these additional options:

• They can choose Centivo Care as their primary care doctor if they are 18 or older and live in a state where it’s available. View the map here.
• They can choose a primary care doctor close to their permanent address that offers virtual visits by phone, mobile device or computer.
• They also have access to Included Health for telemedicine, no matter where they are.
• They can always go to urgent care when outside the Centivo Network area, and it will be covered as in-network (no referral is required).
• Emergency care is always covered no matter where they are.
• Most colleges offer on-site medical care. Your enrolled dependent can also consider using their school’s student health services for care.

What does it mean to activate?

Activation is the process of choosing a primary care doctor for you and any family members covered under your plan. You’ll receive information with your ID card on how to activate at the start of the plan year – it’s a simple process you can do in the Centivo app or by calling Centivo Member Care once your plan year begins. You can choose the same or different doctor for everyone on your plan, but you must activate to receive full coverage.

Note: A primary care provider is most often a doctor. However, once you activate you can see a physician assistant or a nurse practitioner in their office.

Can I change my primary care doctor during the year?

Absolutely! It’s important to find the doctor that’s the right fit for you. Change your designated primary care doctor at any time in the Centivo app or by calling Centivo Member Care.

Are referrals needed for specialist care?

Yes, in most cases. Your primary care doctor will be your partner and should be fully in the loop on all your care to make sure you’re getting the right care for your needs. If you need to see a specialist, go to your primary care doctor first to get a referral. If you don’t get a referral, you will be charged an additional fee of $25 for an office visit, $250 for an outpatient procedure and $500 for an inpatient procedure.

Referrals are NOT need for the following:

• Urgent care
• Emergency care
• OB/GYN care
• Behavioral health care
• Chiropractic care
• Physical, occupational and speech therapy
• Alternative medicine covered by your plan
• Labs, X-rays and other covered tests – but your designated Primary Care Team or a specialist for which you had a referral must order these services, and pre-certification may be required.

How does the referral process work?

First, see your primary care doctor to discuss your needs (remember, these visits are FREE!). If needed, they will refer you to an in-network specialist. They’ll submit the referral to Centivo on your behalf, and once you see the referral in the Centivo app, you can make your specialist appointment.

What is Centivo Care?

Centivo Care is a convenient primary care practice that takes the place of an in-person primary care doctor. You can visit with your Centivo Care doctor online using a secure app, as well as schedule appointments, ask questions, refill your prescriptions and more. Centivo Care is available for members 18 and older in many states. Click here to learn more.

I’m in the middle of treatment. Is the Local Copay Plan with HRA an option for me?

If you’re currently pregnant (and will be in your second or third trimester once the plan year begins) or actively being treated for a medical condition by a provider who isn’t in the Centivo Network, you may be eligible to continue care with your current provider at the in-network rate until your current treatment is completed. However, you must submit your request and determination must be made prior to receiving additional care. For more information on how to submit this request please contact Centivo Member Care.

Will Wells Fargo contribute to my health reimbursement account (HRA)?

While you don’t contribute your own dollars to the account, Wells Fargo can allocate funds to the HRA if you complete certain health and wellness activities. You and your covered spouse or domestic partner can earn health and wellness dollars, allocated directly to your HRA, by completing certain health and wellness activities — up to $800 for you and up to $400 for your spouse or domestic partner. You’ll receive a HealthEquity Healthcare Card. You can use the card just like your debit card to pay for eligible medical and prescription drug expenses. And if you choose not to use your HRA card, it’s easy to reimburse yourself from your account online.

Can I use my health savings account (HSA) from my previous health plan?

You can’t add tax-free dollars into a health savings account (HSA) if you enroll in this plan. However, you can use any money you’ve already put into your HSA to pay for qualified medical expenses.

What if my doctor’s office doesn’t know who Centivo is?

As Centivo continues to grow and expand, this sometimes happens. Simply ask your doctor’s office to call Centivo at the number on your member ID card, or you can call Centivo directly to confirm whether your provider is in the network.

Who do I call if I have questions about my plan?

Centivo Member Care is available Monday through Friday from 8 am to 8 pm ET at 833-919-4762. Support is available in English and Spanish, as well as 150 other languages.

Didn’t find what you were looking for?

For any other questions, please reach out to Centivo Member Care.