Dell Inc. is an American technology company that develops, sells, repairs, and supports computers and related products and services. Dell is owned by its parent company, Dell Technologies.

Zendesk Org Tag: Dell Technologies

Landing Page: https://www.vida.com/dell

Programs & Devices Offered

• For full details on programs offered, please review this VP card
• For full details on devices offered, please review Device Eligibility Google Doc.

AOM Prescribing - Use Case 2

Vida is a preferred Obesity Care Provider and (Anti Obesity Medication) AOM prescriber.

• Members who choose to enroll in Vida’s virtual obesity care and prescribing services experience hassle-free access, with “automatic” prior authorization approval for obesity medications when appropriate.
• Standard MWL inclusion criteria
• Prescribing VP Card 
• We want to refer to VBID as “Dell’s Preferred Pricing Program” to members
• Please refrain from escalating VBID issues to the AM unless the member has been fully compliant for at least 48 hours.

• As of April 1, 2026, the anti-obesity GLP-1 drug Saxenda will be moving from tier 2 to tier 3 for Dell members. For Dell preferred pricing, this means that Saxenda cost share for members will now be the following:

• Rx Cost Share w/Incentive: 45% $50 min., $125 max.

• Rx Cost Share: w/o Incentive: 45% of the cost $50 min., no max.

Population Details

• 38K EE + 27K Deps (18+)
  • Throughout US
  • Livongo transition (~2067 total, ~776 in diabetes)

Livongo Transition Population

• Monthly communications to transitioning members will begin in November by Dell and Vida to let them know about upcoming changes.
• Beginning December 1, members can sign up

Dell VBID Program Updates: In-App Tracker & Grace Period Rules

Overview:

Throughout March, several enhancements are rolling out for Dell’s VBID Obesity and Diabetes programs. These updates are designed to make it easier for members to track their compliance status in the app and to introduce a fairer grace period extension for members starting GLP-1 medications.

Please review the following changes to ensure you are providing accurate support and guidance.

Grace Period Administration Changes (Effective March 16)

All Dell VBID Obesity members still receive a standard 60-day grace period starting from their registration date. However, we will now grant one 60-day extension per member if they are prescribed a GLP-1 medication.

The start date of this extension depends on who prescribes the medication:

App Experience & Communication Updates

Live as of March 16:

• Tracker Accessibility: The in-app status tracker is now directly linked to the featured section on the member's Home Page (available on both mobile and web).

Launching End of March:

• Dates Added to Tracker: Members will no longer have to guess their timelines. The in-app status tracker will display the specific associated "compliant dates" for each part of their VBID requirements (applies to both Obesity and Diabetes).

• Weekly Status Email Redesign: Because the tracker is now easily accessible from the Home Page, we are removing the granular status details from the weekly reminder emails.

  • Agent Note: Members will still receive a weekly email, but it will act as a high-level alert (e.g., notifying them that their eligibility may be lapsing) and will instruct them to open the Vida app to view their specific requirements and dates.

Agent Talking Points: How to Guide Members

If members ask about their status, emails, or grace periods, use these guidelines:

• If a member asks why their email doesn't show their requirements anymore: "We recently updated our system to keep your health data more secure and centralized. You can now view all of your specific status details and compliance dates directly on the Home Page of your Vida app!"

• If a member asks about their grace period while waiting for a community doctor's PA: "Because you are using an outside provider, your 60-day grace period extension will not officially start until the date your prescription is actually filled at the pharmacy. This ensures you aren't penalized for the time it takes to process your Prior Authorization."

Additional Info

• What segment is this org in?
  • Employer
• Are there any Fees at risk (FAR) org?
  • No
• When did we launch with this org?
  • 12/1/2024 for transition population
  • 1/1/2025 full launch
• How is the service being paid for?
  • Vida is offered to all Dell Technologies US benefits eligible team members, their covered spouses/domestic partners and dependents aged 18 or older and are enrolled in a national Dell medical plan through Aetna or UHC.
• How do members enroll?
  • VSC and self-enroll
• Where should non-eligible members be directed?
  • Dell Benefits Center 888-335-5663 (7 am -7pm CT, M-F)
  • mywellatdell.com
• Who is eligible?

• Is the org on the eligibility file?
  • YES
• How often will terminations take place?
  • Monthly
• Do we offer Phone and/or Email support?
  • Email + phone
• Is VSC outreach involved?
  • Yes
• See more FAQs here.

 Dell's Preferred Pricing Program) Incentive Details
 

Note: Eligibility for VBID (we want to refer to VBID as “Dell’s Preferred Pricing Program” to members) will take 48 business hours from the time the member becomes 'compliant' until it is reflected as compliant by CVS and the pharmacy.

Full details on this incentive can be reviewed in this Presentation Deck.

• Member view of VBID (we want to refer to VBID as “Dell’s Preferred Pricing Program” to members) progress:
  • Ability to view VBID status in app for members, use macro "Dell Technologies VBID Status Update"
  • Member can get to this view from Settings > Preferred Pricing Status
  • Currently we will still keep the emails on, but may ramp those down, as adoption across the in app view increases
  • 

Diabetes Incentive

Dell members enrolled in the diabetes management program will receive pharmacy copay waivers and reductions on diabetes medications and supplies when all program requirements are met. $0 generic medications and diabetes supplies, $15 brand medications (30-day supply), $40 mail order (90-day supply).

• Dell Technologies team members who have successfully completed the required engagement with Livongo prior to January 1, 2025 will have 6 months to complete the required activities to remain eligible for their incentive.
• Team members who have been engaged with Livongo prior to January 1, 2025 but have not yet completed the required activities, will have their current status carry over to Vida Health; these team members will need to complete the required outstanding activities with Vida to earn their incentive.

Link to Attestation Form to provide to members.

• For member who need the Diabetes VBID attestation form, use the macro "Dell Diabetes VBID Attestation Form"

• All Livongo transition members get a diabetes grace period that ends on 6/30/2025 regardless of the attestation form. Grace period and attestation form are not dependent at all.
• When the member fills out the attestation form, they specify the date that they completed each activity. For each of the activities that they fill out, we start “counting” from that specified date. So a member's grace period will get extend through September or whatever date they put on the form for the exam.
• Our system is checking both sources (claims and attestation form) to see if a member has completed each activity. If we find medical claims that say the member completed their activities, then they don’t need to fill out the form. Otherwise, they’ll need to fill out the form so our system knows that they completed their activities.
• Once the member uploads an attestation form, the document triggers a prod ops manual flow to create the provider note

CGM Linking for A1C Requirement

• If a member says they have a CGM and they’ve linked their Dexcom with their RD but are wondering why they aren’t getting credit for VBID: It’s because their RD linked their Dexcom through the Clarity portal, which does not connect to our database.
• Clarity is for healthcare professionals to see long-term glucose trends with better views/graphs, but does not link to Vida records.
• If the member wants their CGM readings to count towards VBID, they need to link their Dexcom in the Vida app (use How to Connect a Dexcom CGM to Vida).

Weight Loss Incentive

Dell members who fill prescriptions for weight loss medication

• Wegovy
• Saxenda

Can be rewarded with a $70 maximum cost share. If Vida Health engagement requirements are not met, medication coverage will be 25% cost share (preferred brand) and 45% cost share (non-preferred brand) with no maximum.

• After joining Vida, team members will have 60-days to complete the required activities to continue to earn the incentive on future fills.
• Team members may also work with Vida on lifestyle and behavior change, as well as to determine if anti-obesity medications are appropriate for them.

• Agents with looker access (internal support agents) can use this looker report to look up member's statuses if they already have an active Vida account and have been participating in Vida to meet incentive requirements.
• Dell Obesity VBID (members in MWL)
  • To help people meet one of the requirements (meet with provider), our clinical team is offering group Zoom webinars twice weekly.
  • Attending a scheduled webinar (and filling out attendance Google form, link shared during webinar) 1x every 12 weeks fulfills the requirement.First webinar is April 17, Tues & Thurs thereafter
  • Days/times and webinar link detailed in these 2 resources:
    • chat message (will go out by Monday April 14)
    • content card

Dell VBID Reporting

1. VBID Looker Report: https://vidahealth.cloud.looker.com/dashboards/548?Is+Diabetes+Vbid+Eligible+%28Yes+%2F+No%29=&Member+Uuid=&Is+Mock+Data+%28Yes+%2F+No%29=&Is+Tester+%28Yes+%2F+No%29=&Paying+Organization+Name=Dell&Is+Obesity+Vbid+Eligible+%28Yes+%2F+No%29=&Active+Program+Titles=
   • Note:  It takes >48 business hours for compliance to reflect with CVS/pharmacy.
     • Day 1: Member becomes VBID compliant
     • Day 2 (2 AM): Vida sends updated file to CVS
     • Day 3: CVS processes the update
2. VBID Report Video Demonstration: https://www.loom.com/share/07879b131996436b8fb156cd323f3ac3?sid=7147849d-1cac-4b71-8bb6-cc7afc07541f
3. Copy of VBID communications sent to members: https://docs.google.com/presentation/d/1VldyZmhZB9Sr6pxkB7dVjeF17d3T4OogrtvvoG-KfjI/edit#slide=id.g33996f05f5b_4_86 

How to Use the VBID (we want to refer to VBID as “Dell’s Preferred Pricing Program” to members) Looker Report

• Access the Report:
  • Go to the VBID Looker report.
  • Enter the member's UUID in the search bar and select it from the dropdown.
  • Update the "Date" to today's date
  • Click the "Update" button (top right) to refresh the data.
• Review Member Progress:
  • The report will display sections where the member is meeting goals and sections where improvement is needed.
  • Once a member completes incentive requirements, those should be recorded in the list.
  • Members receive a weekly email (Sundays) summarizing their current status and remaining requirements.
• Check VBID Eligibility:
  • Scroll down to view Diabetes VBID Eligibility and Obesity VBID Eligibility.
  • Each member’s eligibility is assessed for both diabetes and obesity, but they qualify only based on their program:
    • Whole Health members → Diabetes VBID eligibility.
    • MWL members → Obesity VBID eligibility.
  • Refer to the program assignment to determine which table to check.
  • All activities listed in the table must be true for eligibility.
  • If "Yes" appears under “Is Eligible”, the member qualifies for that category.
• Important Notes:
  • A “No” does not necessarily mean the member is ineligible; it may indicate that activities are still in progress.
  • A “Yes” may appear when members are only aiming for diabetes or obesity incentives. Always confirm their active program/conditions before making determinations.
• Additional Information:
  • For requirement details, refer to:
    • Dell Technologies - General Information
    • Dell Technologies FAQs
  • Member-facing resources:
    • Dell Member FAQ (Incentives Section)
    • VBID Zendesk macros:
      • "Dell Technologies - VBID Activities - Obesity"
      • "Dell Technologies - VBID Activities - Diabetes"

• Do VBID eligible members need to send labs?
  • Yes - check VBID requirements for their program type from the incentive details above

• Can Diabetes VBID members get an extension from their previous exam and test results?

  • Per Dell guidelines, we’re unable to grant exceptions and all exams and test must be up to date. Use macro " Dell Diabetes VBID - Member Requesting an Extension"

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  Talking Points for Dell’s 10/1 Formulary Change – from CVS

• I was approved for a formulary exception in July and Mounjaro (tirzepatide) was written and dispensed.  Why am I now being asked to switch from Mounjaro (tirzepatide) to Zepbound (tirzepatide) when they are the same medication?
• Between July 1 and September 30, Mounjaro was the only tirzepatide option available for GLP-1 users under the Dell Technologies plan. However, Caremark has restored Zepbound as a tirzepatide option for team members. Zepbound will now be offered alongside Wegovy (semaglutide) as preferred Tier 2 options for weight loss.
• Who is going to help me get a new prescription for Zepbound?
• Caremark will work with your prescriber to ensure a seamless transition of your prescription. Your pharmacy will be able to dispense Zepbound for your next refill after 10/1/2025. No action is required from you for this transition.
• If I decide to stay on Mounjaro, will it be covered by the Dell Rx plan?
• Post 10/1/2025, Zepbound will be the preferred tirzepatide option for weight loss indications. You’ll pay the full cost of the medication at the pharmacy if you choose to stay on Mounjaro. Team members managing diabetes can still continue with Mounjaro and they’ll pay the Tier 2 coinsurance.

• What if they're not getting a prescription from a Vida Medical Provider, do they still need to send labs?
  • Even if external provider, labs are required to meet vbid requirement.
  • Members will need to send labs as they get them from their PCPs. Example: member had labs 1/1 and then got labs again 5/1; they would need to submit both of them to get VBID credit.
• Can Dell members link to the Personify app?
  • Personify (formerly Virgin Pulse) is a vendor partner with Dell. Dell members can participate in Vida and earn points with personify. There is no LINK that is needed. As members participate with Vida, Vida shares reporting on participation with Personify and they update the points on their end based on activities
    
  • If you receive escalations or inquiries, direct members to Personify Health Member Services:
     
    • Phone: 888-317-1268 | Hours: Mon-Fri, 8:00 AM - 9:00 PM EST
       
    • Chat: Mon-Fri, 2:00 AM - 9:00 PM EST
       
    • Email: dellwellnesshub@personifyhealth.com
  • Important Update: Dell Rewards Syncing Issue
     
    • Personify encountered an issue with the first Vida file, affecting rewards syncing for Dell members:
       
    • Issue: The file included completions from December 2024 – January 2025, but since the Vida Program officially launched on February 1, 2025, members were not eligible for rewards before this date. As a result, those records failed to process.
       
    • Resolution: Personify has worked with Dell to re-process the records, ensuring only activities from February 1st onward are considered for rewards.
      Next Steps: If you receive escalations or inquiries, direct members to Personify Health Member Services:
       
    • Phone: 888-317-1268 | Hours: Mon-Fri, 8:00 AM - 9:00 PM Eastern
       
    • Chat: Mon-Fri, 2:00 AM - 9:00 PM Eastern
       
    • Email: dellwellnesshub@personifyhealth.com
    • CVS Benefits Change FAQs

Additional Resources

• Dell_FAQ_Landing Page_Vida_final.docx