WebMD FAQ


 Portal Access

I’m having difficulty registering or logging in on the WashU WebMD Portal.  What should I do?

Follow these instructions for clearing your browser cache. If this still doesn’t fix the problem, then you should call WebMD customer service at 888-383-8742. Press ‘0’ to speak with a representative.

I’m a new employee.  When will I have access to the Portal?

Benefits-eligible employees have 31 days to elect benefits from the date of hire. Once your benefits are finalized by the Benefits Office, you will be added to the WebMD Portal eligibility file. A new file is uploaded each week.

I’m not getting emails regarding my activity on the WebMD Portal.  How do I fix this?

You can change or update your contact information by clicking on ‘Settings’ under your name in the top right corner of your Portal home page (see below). Then click through the tabs to ensure that your contact information is correct.

WebMD Settings

 

 

 

 

 


ACTIVITY CHALLENGES


I do not want other challenge participants to see my name in the individual or team rankings.  How do I do this?

You can change your Display Name at any point during the course of a challenge with no impact on your data.  Click on the ‘More’ tab on your Challenge tracking page and type your preferred Display Name into the field provided.  Be sure to agree to the Terms & Conditions and Save your information.  You may need to refresh your page to see your new Display Name.

Can I change from one team to another?

Challenge participants are only allowed to change teams between the challenge start date through the enrollment end date.  To change teams, you must opt out of the challenge and opt back in, selecting a different team that has an available spot.  Your data will follow you to the new team.  If you opt out after the enrollment end date, you will not be able to opt back into the challenge.  Click on the ‘More’ tab on your Challenge tracking page and then click ‘Opt Out of the Challenge Program’.  You will then be prompted to re-enroll into the challenge and you can pick from the drop down list of teams.  Be sure to refresh your page to see your new team affiliation.

How do I edit the data synced from my fitness tracker to my challenge log?

Go to the Health Trackers page under the Health Record tab at the top of your Portal.  Click on the ‘Exercise’ tracker and then ‘Log’.  You will be able to view the dates of synced activity and edit or delete the information as you desire.


Rewards Program

How do I receive my $50 gift card?

To choose and redeem your gift card, please follow these steps:

  1. Log in to your WashU WebMD Portal.
  2. Once you’re on your Portal Home page (not the Rewards page), look for the ‘Notices’ section in the lower right corner of the page.
  3. Click on ‘Secure Messages’.

Notices

  1. Click on the email with the subject heading ‘Washington University has sent you a gift card.’
  2. Follow the instructions for choosing and redeeming your gift card.

If you’re having difficulty accessing your Portal, you can contact WebMD customer service at 888-383-8742. If you have questions regarding your gift card, please contact Wellness Connection at 314-935-3211.

Please note that this is taxable income. The value of your reward(s) will appear on your next paycheck as “Wellness.”

Where can I use my gift card?

Employees are be able to choose from a list of over 200 retailers, restaurants, spas and travel merchants offered through our agreement with Hallmark Business Solutions. Click here to view the list of merchants.

I would prefer to donate my $50 reward to someone else. Can I do this?

Yes! Using the Hallmark Business Solutions gift card redemption platform, you can choose to donate your reward to a charity through the justgive.org website or to another individual by providing their name, email and mailing address during the redemption process.


ROUTINE WELLNESS SCREENINGS

What types of screening tests will be provided?

Employees with a scheduled appointment will be able to receive the following screenings.

  • Total Cholesterol (non-fasting), HDL, TC/HDL ratio
  • Glucose
  • Blood pressure
  • Pulse rate
  • BMI
  • Measured weight

I recently completed a routine wellness screening with my medical provider. Will this count toward my WebMD Routine Wellness Screening criteria?

Yes, if you use the Quest Physician Results Form located on your Routine Wellness Screening landing page. The results of your screening will only be uploaded into your WebMD personal health manager if the “Date of Service/Test” field on the Physician Results Form is on or after January 1, 2016. Additional information can be found on our website.

Will the screening I received at the Health Happening event count as my WebMD routine wellness screening?

Benefits-eligible employees have two options to complete a wellness screening: through the Physician Results Form or at one of the on-site events at a Health Happening. The Health Happening is a wonderful opportunity for employees to meet with our benefits vendors, gather information, and participate in a variety of health screenings that can support you in your personal goals. You must complete a WebMD routine wellness screening in order to have your data uploaded into your WashU WebMD Portal.

Will the tests cost anything?

No, these screenings are part of your Washington University benefits and are free for benefits-eligible employees.

 Is fasting required?

We only offer non-fasting testing for on-campus events. You should eat and drink normally. If you schedule a screening through your medical provider, please communicate to them whether you have decided to fast for your screening.  Please make sure you take all your medications as prescribed by your doctor.

What type of equipment is used for the screenings?

The Cholestech LDX machine will be used and the test is performed with a small finger stick. This machine is Cholesterol Reference Method Laboratory Network (CRMLN) certified, which validates that the system meets the gold standard for accuracy and reproducibility that was developed by the Centers for Disease Control & Prevention and with the National Cholesterol Education Program (NCEP) analytical goals. Processing time is approximately 6 minutes.

Who actually performs the screening and how are they credentialed?

Screenings are conducted by Summit Health/Quest, providers of comprehensive wellness, health screening and immunization programs. Summit Health/Quest staff include nurses, phlebotomists, and medical technicians. Summit Health/Quest only staffs screenings with properly credentialed and qualified professionals.

What about privacy and protecting participants’ personal health information?

The wellness screening layout is designed for efficient flow and privacy, from the registration table to the screening stations and counseling areas. Any Personal Health Information (PHI) gathered during the screening is protected by federal and state privacy laws, including the Health Insurance Portability and Accountability Act (HIPAA). You can refer to our privacy notice here.

I need to reschedule or cancel my appointment.  How do I do this?
You will need to login to your WebMD Portal home page.  Click on ‘Complete Your Routine Wellness Screening’, then ‘Click Here to Choose a Wellness Screening Option’; this directs you to the Quest website. Follow the prompts to reschedule or cancel your appointment. 

Please note:  If you are trying to schedule your on-campus appointment less than 24 hours prior to your selected site, you will not be able to do so.  In order to prepare for the following day’s screening event, Quest Diagnostics closes the online registration to ensure that they have enough technicians and supplies.  You may choose a different screening site/date or you may attempt to gain a walk-in appointment.


Health Assessment

Who will see the information I share in my Health Assessment?

Only you will have access to your individual results. Wellness Connection will be able to access aggregate reports with de-identified information. To be clear, we can only create reports that contain more than 50 people and we can only see basic demographic information, such as gender, age and ethnicity.

How will this information be used?

Wellness Connection will use the information gleaned from the Health Assessment to understand our employees’ health status and to design programs or services that will help employees improve their health in key areas. For example, if we see that a significant number of employees are primarily sedentary during the work day we may use that information to create an active break campaign or provide tools that could help departments encourage regular breaks throughout the workday.

I started my Health Assessment but got distracted with another project and was logged out of my Portal. Do I have to start over?

For security and privacy purposes, you will be logged off of your WashU WebMD Portal after 15 minutes of inactivity.  Be sure you are clicking ‘Save’ as you continue through the Assessment.  When you log back into your Portal page you will be able to continue your Health Assessment where you left off.   If you need to see the information you previously entered, you can click on the tabs on the right-hand side of the screen.

I don’t know any of my lab values. Should I just guess?

You could make an educated guess, but it’s better to leave the fields blank if you’re not sure. Once you complete your wellness screening, your lab values will automatically be entered into your Personal Health Manager and you will see them appear in your Health Assessment. This process may take up to 2 weeks after your screening and you will receive email notification when it is complete.

In order to complete my Health Assessment and get my score, I had to enter my phone number and a preferred time to be reached. Why do I have to do this?

As part of the Wash U WebMD Portal, employees are highly encouraged to participate in telephonic coaching with a WebMD Health Coach. By entering your contact information, you are enabling a Coach to contact you with more information about the Health Coaching program. If you do not wish to participate in the Coaching program, you may decline and a Coach will not contact you again. Click here for more information about the WebMD Health Coach program.