Internal Knowledge Base
2026 Launch Orgs
- Edward Jones - General Information
- BCBSND - Blue Cross Blue Shield North Dakota (Prime Partnership)- General Information
- Amedisys - General Information
- Morningstar- General Information
- BCBSIL - Blue Cross Blue Shield Illinois (Prime Partnership) - General Information
- New Jersey Solutions Joint Health Insurance Fund General Information (HIF)
Enrollment Workflows & Troubleshooting
- Internal Agent Guide: Member Onboarding Forms (Consent, Contact, & Status Check)
- Vida Health Member Services Enrollment Guide
- Supporting Members with Hearing Impairment
- Internal Agent Guide: Member Onboarding Forms (Consent, Contact, & Status Check)
- Agent General Best Practices: Navigating Resources & Investigating Inquiries
- Enrollment Eligibility: "Not Eligible for any Program" Screen
Non-Support Interactions
Ticket Administration
- Steps to Merge Tickets
- Steps to Capture Member Feedback
- Member reply to Vida appointment today email
- Weekly follow-up for unassigned tickets in Zendesk
- Steps to process Member Account/App Support Requests from Coach Tickets
- General Coach Ticket Handling Guidelines
Program Guidelines & Eligibility Workflows
- Mental Health (MH) Prescribing: Overview
- Cardiometabolic (CMB) Prescribing: Overview
- Self Pay GLP1 or COM with Formulary Customizations: Agent Guide
- Operational Guide: GLP-1 Eligibility, Workflows & Escalations
- Member Discharged from Prescribing: External Prescriber Override
- Behavior Change Pathway and Medication Re-evaluation
Account Status
- Transitioning to Self-Pay & Managing Consumer Accounts
- Boeing - Reactivating a Boeing account
- Reaching out to members who are listed as inactive
- Claims Billing Support Ticket Handling FAQ/Guide
- Account Cancellation Member Retention Guide
- Processing Member Request to Pause Program
Safety, Compliance, & Escalations
- Member Services Escalations Quick Guide
- QUICK GUIDE FOR CRISIS PROTOCOL
- The Boostlingo Guide: Connecting with Members in Any Language
- De-Escalation/Abusive Customer Protocol
- HIPAA Privacy Escalation Workflow
- High-Risk Compliance, Privacy & Safety Protocols
Login & Account Troubleshooting
Talking Points & Value Proposition
- Reaching out to inactive members
- Talking Points: The Value of Vida & VMPs for Your Care
- Talking Points: The Universal Value of Vida
- Members requesting to unsubscribe from emails or requesting do not call
- What is Vida?
- Agent Quick Guide: Handling Pre-Enrollment Member Calls
Program & Provider Adjustments
Device Ordering & Eligibility
Program Management & Clinical Configuration
Operational Workflows & Compliance
- Sending members their data or clinical records
- How can I write a review for my coach and experience with Vida?
- How to verify pay org members using B2B before assisting them with any Support request
- Follow up for Coaches requesting Member Info - Phone Number
- Closing a Member Account due to member passing away
- Handling Reports of Inappropriate Member Conduct
Member Profile & Access Management
- How to Locate, Add, Edit, or Remove Member Metrics
- Steps to change member info (email, phone number, name, etc) on Admin
- Canceling A Member Account on Admin
- Resetting Member Password
- Changing Member Timezone
- Changing Basic Info on Admin
Preventative & Lifestyle
Chronic Conditions
Vida Health Device Troubleshooting
- Troubleshooting: Member Unable to Sync Glucose Meter Because Device is Unsupported
- BodyTrace Scale/BPM Internal Support Guide (FAQs, Error Codes, Troubleshooting, Etc)
- Philips Glucometer Internal Support Guide (FAQs, Error Codes, Troubleshooting, Etc)
- Withings Scale and BP Monitor: Troubleshooting and Connection Guide
Weight Loss
Mental Health
Integrations & Connected Devices
- Connecting Apple Watch
- MyFitnessPal
- Loseit App Connections
- Connecting Samsung smart watch
- What does Vida typically obtain from Apple Health?
- Unable to connect to Apple Health
Care Delivery & Scheduling
Program Basics
Features, Feedback & FAQs
The Library
Member Access & Onboarding
Spotlights
Operational & Technical Support
Internal KB - Zendesk
Legacy Pay Orgs
- Sana - General FAQs
- Walgreens General Information
- Werner Enterprises - General Information
- Valorant Health General Information
- Twic - General Information
- TS Tech General Information
2025 Launch Orgs
- Uniti - General Information
- Veradigm - General Information
- Northern Tool & Equipment - General Information
- Morton Salt (CVS) - General Information
- Land O'Lakes - General Information
- Ingram - General Information
RTX
- Blue Cross Blue Shield of Illinois (NIHIP) - Employer Plan
- IBEW Local 456- General Information
- BCBSTX - Blue Cross Blue Shield Texas (Prime Partnership)- General Information
- BCBSOK - Blue Cross Blue Shield Oklahoma (Prime Partnership) - General Information
- Roche/Genentech -Rightway General Information
- RS Group- General Information
Prescribing Escalations & Lab Operations
- Agent General Best Practices: Navigating Resources & Investigating Inquiries
- JIRA Escalation for VMP Scheduling Blocks & Missing Lab Errors
- Automated Lab Ordering: Canvas Medical Integration
- Labs, Medical Docs & Scheduling: Agent Escalation Guide
- Clinical Review Support Guide: Identification and Process
- Prescribing Escalations: Prior Auth, Pharmacy Changes, Prescribing Adjustments
Medication Management & Pharmacy Support
- Health Guide Med Adherence Gaps Interventions
- Vida Address, Fax, Email, & Phone Number as seen on Prescriptions
- CVS Caremark Zepbound Exception Requests
- Process Guide: Keurig Dr Pepper (KDP) Eligibility Discrepancies (GLP-1 Claims Lag)
- Agent Guide: Handling Calls for Medication & Coverage Interruptions
- Clinical Third-Party Call Handling (Pharmacies & Providers)
Vida App Troubleshooting & Access
- Responses for Service Outage/ Incident the affect the client app itself
- User getting error when making payment.
- Notifications Not working (iOS)
- iOS - Troubleshooting Issues
- Android - Troubleshooting
- Clear failed images and message from App