Dell Technologies FAQs

Member-facing FAQs are available at https://www.vida.com/member/dell/faq/ 

GENERAL

What is Vida Health?

Vida is a ​virtual health program that offers personalized weight loss, diabetes (Type 1 and Type 2), pre-diabetes and hypertension programs and live, one-on-one support from an expert ​care team​ — all through an easy-to-use mobile app and website.

When you sign up for Vida, you’ll share your health goals and preferences. Vida will use that information to tailor a program to your needs, and you’ll pick a coach to support you along the way. Your program will include helpful resources like videos, lessons, recipes, and more, plus easy progress tracking. You’ll also be able to connect health devices such as a smart scale or blood glucose meter (see most common list in “3rd-Party Devices and Apps” below), if desired. 

Why is Dell moving to Vida Health when we already have Livongo by Teladoc Health?

Just as Dell continues to evolve in the technology market, the virtual health space continues to evolve as well.  Vida Health is a leader and innovator in this virtual health space and is focused on supporting Dell members managing metabolic conditions including high blood pressure, prediabetes, diabetes, obesity and high cholesterol through a simple, personalized approach with strong digital solutions and measurable results.

Vida offers an enhanced solution including:  

• Medication management benefits like diabetic discounts, safe medication transitions, and supportive programs
• Screenings to identify conditions early and connect members with the right level of care
• A proven, sustainable program for weight loss including nutrition guidance supporting cultural and dietary needs.
• Advanced technology offering personal accountability and progress trackers
• Access to a holistic care team including health coaches, dietitians, diabetes specialists, prescribers and more.

In addition, GLP-1 medications for weight loss prescribed by a Vida Health provider do not require prior authorization in advance from CVS Caremark.

Please note that Teladoc Health will continue to support members on telemedicine and Expert Medical Opinion (EMO).

Who is eligible for Vida through Dell Technologies?

Dell Technologies team members and their dependents aged 18+ enrolled in the Health Fund, PPO (500 Plan) and Indemnity medical plans are eligible for the Vida services.

What kind of health coaching can I receive through Vida?

At Vida, we handpick the best coaches and health experts from across the country. Our coaches and providers can help you reach your personal goals. Here are a few examples of things we can help with:

• Weight loss
• Nutrition, including support for specialized diets (gluten-free, paleo, vegan, keto, and more)
• Exercise and strength training
• Coping with stress
• Improving sleep
• Managing diabetes, blood pressure, or cholesterol
• Tackling pre-diabetes or other risk factors so they don’t lead to chronic disease
• Medication prescribing and lab orders*

*The Vida Medical Prescribing Service is only available to select members currently enrolled in one of Vida’s chronic condition management programs for weight loss, diabetes, hypertension (high-blood pressure) and high cholesterol, for example (sometimes these are referred to as “Clinical Programs”) who would benefit from the addition of working with a prescribing provider.

Can I only participate if I have a chronic condition?

No. Whether you are looking to get (or stay) fit, lose weight, eat better, or reduce your risk of type 2 diabetes, we have expert coaches available to help.

What type of weight loss programs does Vida offer?

There are 2 weight loss programs available through Vida.  Based on completion of health and personal goals assessment, you may be placed in one of the following programs:

1. Preventive Weight Loss: This program focuses on behavior change​​. You will have your own dedicated health coach working with you to personalize eating and exercise plans that are a good fit for you and your goals. In this program, in addition to weekly coaching sessions, you will have the option to message your coach and group chat with other people committed to losing weight through the Vida app. You will also have the option to connect devices such as a smart scale to help you track your progress.
2. Medical Weight Loss: This program is tailored for individuals at a higher weight who would benefit from additional clinical oversight and support. In addition to a health coach who is a registered dietitian, your care team may also include a medical provider who can support the needs of members who have co-occurring conditions (like high blood pressure, high cholesterol, diabetes, etc.). The Medical Weight Loss program first focuses on behavior change, including medical nutrition therapy and cognitive behavioral therapy. ​After ​​a period of ​​active engagement, your care team may discuss additional actions including medication prescribing.

How do I choose my coach?

After you have signed up for Vida and logged into the Vida Health app, we’ll ask you a few questions, including what kind of coaching style you’d like. What motivates you? A cheerleader, listener, drill sergeant, or something else? We’ll recommend some coaches that could be a good fit and then the choice is up to you. You may also decide on your coach based on when their first availability is. 

Can I change coaches if it doesn't work out with my first coach?

Absolutely. To request a change, go to the Home screen in your Vida app, tap the gear icon in the upper right, then tap Request New Coach. You’ll complete a brief survey so we can match you with a new coach that’s the best fit for your style and goals.

EARNING INCENTIVES THROUGH VIDA

What is a GLP-1?

Before we get into earning incentives through Vida, it would be helpful to explain what GLP-1s are.  GLP-1 drugs like Ozempic, Mounjaro, and Victoza were developed to treat type 2 diabetes, but they’ve gained media attention in the past couple of years for their ability to help people lose weight. Wegovy, Zepbound, and Saxenda have the same active ingredients as the diabetes GLP-1s but are approved to treat obesity. They are called “GLP-1 agonists” because they mimic the GLP-1 hormone and are called “agonists” because they activate bodily processes. GLP-1 drugs improve blood sugar control for type 2 diabetes. These drugs also curb appetite and slow the movement of food through the stomach and gastrointestinal (GI) tract, making people feel fuller longer. Because they feel full longer, they tend to eat less and lose weight.

What are the diabetes and weight loss incentive programs?

Vida is a virtual health clinic that offers personalized weight loss, diabetes (Type 1 and Type 2), pre-diabetes and hypertension programs and live, one-on-one support from an expert care team — all through an easy-to-use mobile app and website. Enrolling in the program and meeting the requirements will allow you to save on your diabetes and weight loss prescription costs.

When you sign up with Vida, you’ll share your health goals and preferences. Vida will use that information to tailor a program to your needs, and you’ll pick a coach to support you along the way. Your program will include helpful resources like videos, lessons, recipes, and more, plus easy progress tracking. You’ll also be able to connect your fitness trackers   or health devices (see most common list in “3rd-Party Devices and Apps” below). 

Dell members enrolled in Vida’s Whole Health Program (providing members with personalized care based on metabolic conditions including diabetes management) will receive pharmacy copay waivers and reductions on diabetes medications and supplies when all program requirements are met including $0 generic medications and diabetes supplies, $15 brand medications (up to 34-day supply), $40 mail order (90-day supply).

Dell members enrolled in Vida’s Medical Weight Loss Program will pay a maximum of $70 (up to 34-day supply) or $175 (90-day supply) for a preferred brand GLP-1 anti-obesity medication such as Wegovy, Zepbound or Saxenda. Non-preferred brand medications will be subject to a $125 maximum (up to 34-day supply) or $300 maximum (90-day supply).

What are the requirements to obtain the incentive?

To qualify for discounts on your diabetes and weight loss medications, you must be actively engaged in the Vida diabetes or weight loss program and follow evidence-based guidelines for managing your condition. The activities needed to satisfy program requirements are different for diabetes and weight loss.

To satisfy the diabetes incentive program requirements, you must complete an annual wellness visit, eye exam, foot exam, lipid panel, urine protein test, and have your A1c checked at least every six months. You must also use your blood glucose meter as directed and record in your Vida app. Once Vida receives documentation that these activities are complete, Vida will notify CVS Caremark (your pharmacy benefit manager) to activate your pharmacy discounts.

To satisfy the weight loss program requirements, you must record your weight at least weekly for at least three weeks per month in the Vida app, complete at least two weight loss educational programs in the Vida app per month, attend scheduled visits with Vida coach, complete required lab tests based on your individualized program and complete prescription check-in and side effect forms as assigned by your Vida coach. Vida will notify CVS Caremark (your pharmacy benefit manager) to activate your pharmacy discounts once you enroll in Vida and you will have 60 days to complete the required activities. After the initial 60-day qualification period, you must complete the required activities each month to continue to qualify for the copay maximums on your GLP-1 anti-obesity medications.

Who is eligible for this program? Who is not eligible?

Dell Technologies team members, their spouses, and their dependents aged 18+ enrolled in the Health Fund, PPO (500 Plan) and Indemnity medical plans are eligible for the Vida services. Those under the age of 18 are not eligible. 

Am I required to enroll to obtain my medication?

No, enrollment in this program is not required to obtain your medication(s). However, it is highly encouraged to promote positive, and durable, health outcomes while also lowering your out-of-pocket expenses. 

What happens if I don’t enroll?

You will not be eligible for the incentive program and may experience higher out-of-pocket costs for your diabetes and/or weight loss medications. In addition, you will have to complete the CVS Caremark prior authorization process.

Is there a grace period for me to obtain the required information?

For the diabetes incentives, all required activities must be completed in order to receive the pharmacy discounts. For the weight loss program, there will be a 60-day grace period upon program enrollment to complete the required activities and receive the incentives. After the 60-day grace period, program requirements must be completed monthly in order to continue receiving the pharmacy incentives. 

What happens if I am unable to complete the required activities within the grace period?

The incentives will be awarded once the program requirements have been met and monthly thereafter for continued engagement.  

How much does the Vida program cost me?

The Vida program is available at no cost to Dell Technologies team members, their spouses, and their dependents aged 18+ enrolled in the Health Fund, PPO (500 Plan) and Indemnity medical plans are eligible for the Vida services. 

Does the Vida program limit my ability to fill a 34-day or 90-day prescription?

No, this program does not limit the days-supply of your medication. 

Do I have to fill my medication at CVS Pharmacy?

No, prescriptions up to a 34-day supply per Rx may be filled at any in-network pharmacy. You may also fill up to a 90-day supply at CVS, Costco, or Kroger pharmacies for both retail and mail order. Note that if you go to a non-participating pharmacy, your out-of-pocket cost may be higher.

What is changing with my GLP-1 diabetes medication (e.g., Ozempic, Mounjaro, Trulicity)?

Teladoc Health/Livongo will no longer be the diabetes management program provider. Starting January 2025, Vida Health will be the new program provider. Other than the program provider, there are no changes to the GLP-1 diabetes medications planned for 2025.

If I am in the Health Fund Plan, do I have to meet my deductible first before receiving the incentives?

No. These drugs for diabetes and weight loss are on CVS Caremark’s preventive drug list. There is no requirement to meet your overall deductible when purchasing drugs on CVS Caremark’s Preventive Drug list. You will pay the appropriate cost share.

What is changing with my GLP-1 anti-obesity medication (e.g., Wegovy, Zepbound, Saxenda)?

Vida Health is a new benefit available to Dell Technologies team members, their spouses, and dependents 18+, enrolled in the Health Fund, PPO (500 Plan) and Indemnity plan, starting January 2025. Vida is a virtual health program that includes a care team to help you lose weight and manage your health conditions. Enrolling in Vida will also provide you with incentives to keep your out-of-pocket costs low. If you choose not to enroll in the Vida weight management program, you will pay 25% of the cost of preferred brand GLP-1 anti-obesity medications and 45% of the cost for non-preferred brand GLP-1 anti-obesity medications, subject to applicable minimum copays. However, if you enroll in Vida’s weight management program and complete the required activities, you will pay a maximum of $70 (up to 34-day supply) or $175 (90-day supply) for a preferred brand GLP-1 anti-obesity medication such as Wegovy, Zepbound or Saxenda. Non-preferred brand medications will be subject to a $125 maximum (up to 34-day supply) or $300 maximum (90-day supply). 

I’m enrolled in the incentive program with Livongo by Teladoc Health, do I need to take action with the change to Vida Health?

You will need to enroll with Vida Health and remain compliant with your required activities to continue receiving the pharmacy incentives. Go to your phone’s app store to download the Vida Health app now and enroll in Vida’s Whole Health program to continue to manage your condition.  Vida Health will be available for Dell members to enroll as of December 1, 2024.  Livongo by Teladoc Health will also be available through the end of the year and it is recommended you enroll with Vida beginning on December 1, 2024. Please go to www.vida.com/Dell or call to enroll at (855) 999-9067.

I’m new to GLP-1 diabetes medication treatment, how do I enroll with Vida Health?

Please go to www.vida.com/Dell or call to enroll at (855) 999-9067.

Will the move to Vida Health impact my current diabetes incentive with Teladoc Health?

If you use diabetes medications and supplies, you may qualify for or continue to receive (see details below if you were using the Livongo program) $0 generic medications and diabetic supplies, as well as $15 brand medications (up to a 34-day supply), and $40 mail order medications (up to a 90-day supply). 

Will I be able to use a copay-assistance card to further lower my out-of-pocket expenses?

Yes, manufacturer copay assistance cards may be used on eligible claims at retail pharmacies. Please see the pharmaceutical manufacturer’s card and/or website for details. 

Will my medication require a prior authorization?

If a Vida authorized prescriber writes the prescription for an anti-obesity medication, then a prior authorization with CVS Caremark will be waived. Otherwise, prescriptions written by non-Vida prescribers may require a prior authorization with CVS Caremark.

How often will I have to renew my prior authorization?

Prior authorizations are typically valid for 12 months from the date of approval. Additionally, GLP-1 anti-obesity medications will be granted an initial limited approval duration to evaluate if the medication is working as intended. If it is, the approval will then be extended to the full 12-month duration. Prior authorization renewals will have to be reviewed every 12 months for continuation of therapy. 

Will my existing approved prior authorization remain active after this change?

Yes, existing prior authorization approvals from CVS Caremark will remain active and will not be impacted by this change.  

PRESCRIBING THROUGH VIDA

What is the Vida Medical Prescribing Service?

Vida programs focus first on behavior change.  The Vida Medical Prescribing Service is available to some members enrolled in one of Vida’s metabolic (Whole Health) or medical weight loss programs who would benefit from the addition of working with a prescribing provider. 

How do I find out if I’m eligible for a medication prescription through the Vida program?

Your eligibility is based on your reported medical conditions, medication history, and past lab tests. If you seem like a good fit for our prescribing program, you’ll receive an in-app eligibility form that will be reviewed by our medical team.

If I get a new medication prescribed by Vida, how is the prescription sent to my pharmacy? 

Prescriptions will be submitted electronically to a pharmacy of your choice.  The Vida medical provider will ask you which pharmacy you prefer.

How often will I meet with my authorized prescriber through Vida?

You’ll have an initial consultation with your prescriber to assess your medication needs and a follow-up visit to review progress. Additional visits beyond these two depend on your situation and can be scheduled as needed. You also have the option to message your prescriber on an unlimited basis.

Can I communicate with my prescriber outside of a scheduled appointment?

Yes! You’ll be able to send messages to your prescriber at any time. Response times from providers are usually within 1-2 days, but often the same day.

How do I schedule appointments?

You can schedule an appointment directly through the app from the Home screen.

Will insurance cover the cost of my prescription?

You’ll be able to provide your insurance information directly to your pharmacy. Coverage of costs will vary depending on the medical plan you are enrolled in. If you have any questions about the cost, please contact CVS Caremark Customer Care at 1-855-248-3445 your insurance company or pharmacy for specific details about your specific coverage and the cost of the prescription.

8. Question: What happens if my pharmacy is unable to process or refill my prescription?

Answer: Please contact your prescriber through the chat screen in the app. If you need further assistance, you can also contact support@vida.com or call (855) 999-9067.

PRIVACY

1. Question: How is my personal information secured by Vida? 

Answer: All personal information you share through Vida's app is confidential and securely stored in encrypted databases. Vida Health is fully HIPAA-compliant. If you wish to have your information deleted, please contact privacy@vida.com.

2. Question: What type of information will Dell Technologies receive?

Answer: Vida and Dell Technologies take your personal health information very seriously. Vida will NOT share your participation, results, or personally identifiable health information with Dell Technologies.

3RD-PARTY DEVICES AND APPS

1. Question: Can I connect other health and fitness devices or apps to my Vida account?

Answer: You can! Connecting your fitness-tracking apps and devices to Vida is a great way to stay on track towards your health goals. We support integration with 100+ apps and devices, including:

• Fitbit
• Garmin
• iHealth
• Jawbone
• Runkeeper
• Strava
• Withings/Nokia Health
• Apple Health (e.g. Loseit, MyFitnessPal) (iOS only)

If you were using a device previously provided by Livongo, you will not be able to pair that device with Vida as it is specific to the Livongo programs.  However, once you enroll with Vida, talk to your health coach and request a new device for the Vida program.

2. Question: How do I connect another device or app to my Vida account?

Answer:  When you log into Vida for the first time, you’ll see a task on the Home screen that says Connect Devices & Apps. Tapping this will guide you through the device setup process. If you decide to add or change a connected device/app at a later time, follow these steps:

1. Make sure the device/app you'd like to connect is set up and that data tracking is working correctly.
2. Log into the Vida app.
3. Go to the Home screen, tap the gear icon ( )in the upper right, then tap Connect Devices & Apps.
4. Select the device/app you’d like to connect and follow the on-screen instructions.
5. Repeat these steps if you need to connect more devices or apps.

3. Question: Why isn’t my device or app syncing to Vida?

Answer: First, please make sure your device is properly connected (see previous FAQ: “How do I connect another device or app to my Vida account?”). If you’ve checked this and are still having problems, please email us at support@vida.com or call (855) 999-9067.

4. Question: Can I order a device through Vida?

Answer: Devices such as a digital scale, glucometer (as well as test supplies), or blood pressure cuff may be available for free after your first session and if you meet Vida clinical criteria for a device. The device order form will be found in the Vida app for those eligible. 

5. Question: I have my own glucometer. Do I need to request a new one from Vida?

Answer: If you have your own glucometer, you can likely sync it with the Vida app if it has bluetooth connectivity.  If you are not able to sync your device, you can also manually enter your data into the Vida app if you prefer to continue using that device.  If you were previously a member of the Livongo program and need a new glucometer, talk to your Vida coach to see if you are eligible to order a new one.  

6. Question: I have a CGM (continuous glucose monitor). Can I sync data from my CGM to the Vida app?

Answer: Yes, you can! Check with your coach to learn how to set up your CGM with the app.

TECHNICAL ISSUES

1. Question: I was asked for a credit card when signing up. Isn't Vida provided to eligible Dell Technologies team members at no charge?

Answer: Vida is available at no charge to eligible Dell Technologies team members and their covered spouses/domestic partners and dependents age 18+. If you see a credit card request in error, email us at support@vida.com or by calling (855) 999-9067, and we can help you get set up.

2. Question: I forgot my password. How can I reset it?

Answer: Sure thing. Open the Vida app and tap Login. On the login screen, tap Forgot your password? and enter the email address associated with your account. We’ll send you an email with instructions on changing your password.

Didn’t receive an email? You can reach out to us directly at support@vida.com or by calling (855) 999-9067.

3. Question: How do I change my password? 

Answer: To change your password, go to the Home screen in your Vida app, tap the gear icon () in the upper right, then tap Change Password. From there, follow the on-screen instructions.

4. Question: How do I change the email address associated with my Vida account? 

Answer: Please email us at support@vida.com to change your email address or call Vida support at (855) 999-9067.

5. Question:  My spouse or dependent is having trouble signing up. How do they sign up through my employer benefits? 

Answer:  Your covered dependents ages 18+ are eligible to use Vida’s services at no charge through your Dell benefits. To enroll, spouses/domestic and dependents should use their name, email, and date of birth. They should use the team member’s information if asked for an employee badge ID. 

For additional help, visit Help and Support