Nonstop Wellness | Benefits

The Nonstop Wellness program is wrapped with employees' Regence and Kaiser medical plans. Nonstop Wellness allows Pacific University to fund a portion of employees’ out-of-pocket expenses (e.g. deductibles, copays and coinsurance) by providing employees with a Visa card to pay for in-network, carrier-approved medical expenses.

If you have general questions about the Nonstop Wellness program, please contact Nonstop at 877.626.6057 or clientsupport@nonstopwellness.com. They are open Monday-Friday from 6am-5pm PST. A Nonstop representative will respond to your questions within 24 hours.

 

All benefited employees who use the Nonstop Wellness Visa should be aware that the card should not be used to pay bills for appointments that took place in the last plan year - on or before 12/31/20. The card should only be used on payments for services in the current plan year - on or after 01/01/21. All 2020 bills that you would like paid by Nonstop Wellness must be submitted manually. To submit a claim, you must fill out a Claims / Reimbursement Request Form and submit it with all the pages of the EOB (Explanation of Benefits), bill, and medication receipts or pharmacy receipts for processing. Claims for the 4/1/20-12/31/20 benefits plan year must be submitted within 90 days of the end of our plan year. That date was March 31, 2021.

 

Nonstop Wellness also has a new mobile app for easy account tracking and claim submission! The Nonstop Wellness Mobile app is now available for download to your favorite iOS or Android device. It allows you to file and view claims, browse pertinent documentation, and keep tabs on the balance on your Nonstop Wellness Visa card, among many other features. Even better, this is a living app that will continue to evolve and add new features over time, ensuring it stays useful for the long run. 

To download the Nonstop Wellness mobile app, please visit the Android or iOS app store. Nonstop Wellness has also created a user guide and FAQ document that provides more details on how to use the Nonstop Wellness mobile app. If you have further questions about the app or need additional assistance, please email mobile@nonstopwellness.com

 

To create an online account with Nonstop Wellness, visit the Login Portal and follow the steps below.

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Did you make a payment with your Nonstop Wellness card and then receive a check from Kaiser or Regence?

If you made a payment with your Nonstop card and then received a reimbursement check from Kaiser or Regence, the payment should be forwarded to Nonstop Wellness. Often this will occur when the initial payment was an overpayment, and the insurance company is giving the funds back to you.

In these situations, please sign the reimbursement check over to Nonstop Wellness. You can do this by including “Pay to the order of Nonstop Wellness” and your signature in the endorsement portion of the check. Mail the endorsed check to Nonstop Wellness at Nonstop Wellness, 1800 Sutter St. STE 730, Concord, CA 94520.

 

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If I'm asked to pay a deposit for a future service or procedure, can I use my Nonstop Visa card?

Yes, you can use your Nonstop Visa card to pay for deposits with a provider. That said, Nonstop Wellness strongly recommends that you request to pay the lowest amount possible or simply be billed for the service after it is complete. A few other points to keep in mind:

  • If you are asked for a deposit of more than $1,000, please call Nonstop before making that payment so they inform you of the possible impact to your account. 
  • In addition, Nonstop can help provide guidance on how to potentially negotiate a lower deposit with your provider. 
  • Before paying a deposit, it is advised that you log into the Nonstop Exchange member portal (members.nonstopwellness.com) to check your balance. This allows you to make sure you have enough remaining in your account to both pay for the deposit and plan for any upcoming prescriptions or bills you receive.

 

NONSTOP WELLNESS OUT-OF-POCKET MAXIMUM | Card Declined?

Your Benefit Plan’s Out-of-Pocket Maximum (OOPM) is documented in the Nonstop Wellness systems. To ensure unnecessary charges are not assigned to Nonstop Wellness, the card’s maximum is capped at your Benefit Plan’s OOPM. Please be aware that if your Nonstop Wellness card is declined, it may be because you have met your OOPM.

If you have met your OOPM, you may still be asked to pay an Out-of-Pocket expense by a provider or pharmacy. This may happen due to discrepancies between what you have paid and what Kaiser or Regence shows in its system.

Why does this happen?

A discrepancy can happen because of delays or latency in the billing process on the carrier’s end. Essentially, the charges on your Nonstop Visa card show up immediately. However, the Kaiser or Regence billing departments typically run on a 30-60 day delay as they process any amounts being directed towards your in-network deductible and out-of-pocket maximum.

How do I remedy this issue?

Nonstop will support you with an audit of your Kaiser or Regence account. To complete this audit, Nonstop Wellness will need your help. Their team is not permitted to speak to Kaiser or Regence on your behalf (without you present) due to HIPAA regulations.

Has this happened to you?

Get details about the audit process today. English Version Spanish Version

 

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