Nonstop Health | Benefits

The Nonstop Health program is wrapped with employees' Regence and Kaiser medical plans. Nonstop Health 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 Health program, please contact Nonstop at 877.626.6057 or clientsupport@nonstophealth.com. They are open Monday-Friday from 6am-5pm PST. A Nonstop representative will respond to your questions within 24 hours.

 

Nonstop Health Visa End of Plan Year Reminder

All benefited employees who use the Nonstop Health Visa should be aware that the card should not be used to pay bills for appointments that took place in the prior plan year. That means that on and after 01/01/2024, the Nonstop Health Visa should only be used to pay expenses for plan year 01/01/2024-12/31/2024. After 12/31/2023, all 2023 bills that you would like paid by Nonstop Health 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 01/01/23-12/31/23 benefits plan year must be submitted within 90 days of the end of our plan year. That date is March 31, 2024.

 

Nonstop Health also has a new mobile app for easy account tracking and claim submission! The Nonstop Health 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 Health 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 Health has also created a user guide and FAQ document that provides more details on how to use the Nonstop Health mobile app. If you have further questions about the app or need additional assistance, please email mobile@nonstophealth.com

 

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

LOGGING IN TO THE NONSTOP EXCHANGE

Using the Chrome browser, go to https://members.prod.nonstophealth.com and enter your email and password. If it’s your first time logging in, click on “Don’t Remember Your Password.” You will be emailed a link to set a personal and private password. Navigate back to https://members.prod.nonstophealth.com and re-enter your email and new password. If you are not sure what email to use, please contact Nonstop or check with your HR team.

When you log in for the first time you will have to go through our two-factor authentication process. You will be asked to enter your mobile phone number and then a six-digit code will be texted to you. Enter that code to login to NSE. If you are on a trusted computer/browser, you can click “Remember This Browser” to bypass the two-factor authentication for 30 days. If you do not have a mobile phone number, please contact Nonstop! We also recommend writing down or taking a picture of the backup code provided.

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Did you make a payment with your Nonstop Health 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 Health. 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 Health. You can do this by including “Pay to the order of Nonstop Health” and your signature in the endorsement portion of the check. Mail the endorsed check to Nonstop Health at Nonstop Health, 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 Health 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 (https://members.prod.nonstophealth.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 HEALTH OUT-OF-POCKET MAXIMUM | Card Declined?

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

 

Good Information to Know | Coverage

While Nonstop Health is designed to help pay for your covered medical services and prescriptions, there are restrictions on where and when you can use the program.

As a general rule the Nonstop Visa card cannot be used for the following: over-the-counter medication/vitamins, routine dental and vision expenses, non-covered alternative care, weight loss programs, and mental health services/providers not approved by your carrier.

A good rule of thumb: if your medical insurance carrier does not apply the cost for a service or prescription to your in-network deductible, then it is not covered under your medical plan!

And if it’s not covered under your medical plan, then you cannot use Nonstop Health to pay for the service or medicine. Learn more about covered services and prescriptions!

 

Quick Reminder About Coverage

While there isn’t an exhaustive list of where you can and can’t use Nonstop Health, there are some examples of stores and services that are never covered! These include, but are not limited to:

  • Amazon.com or Amazon Marketplace
  • Any FSA or HSA stores
  • Massage Envy
  • Better Help
  • TalkSpace

If you’re ever unsure if a service or prescription is covered under your medical plan, simply call or email your insurance carrier! They will be able to provide that information easily.

 

Additional Resources