What is Vida Health?

Vida is a digital platform that offers personalized COPD and CHF health management programs and live, one-on-one support from expert doctors and dedicated nurse-practitioners — all through an easy-to-use mobile app and website.

When you sign up with Vida, you’ll share your health goals and preferences. Vida will use that information to tailor a program to meet 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 most fitness trackers or health devices you use.

Who is eligible for Vida through Highmark? 

Your health plan is offering Vida Health as a virtual care program to eligible members who meet eligibility criteria. If you have questions about your eligibility, please contact your health plan using the number on the back of your health plan card.

What kind of health coaching can I receive through Vida?

At Vida, we handpick the best coaches and health experts from across the country. Whether you’re just starting your health journey, seasoned at managing your health, or somewhere in between, our coaches can help you reach your personal goals. Here are a few examples of things we can help with:

• Managing COPD
• Managing CHF
• Lowering blood pressure and maintaining healthy blood pressure
• Maintaining a healthy weight
• Handling asthma
• Focusing on your whole health, so you can get healthy and stay healthy

Can I choose my coach?

Absolutely. After you download the Vida Health app, you’ll be prompted to create an account and choose your preferred program. Then we’ll ask you a few questions, including what kind of coaching style you’d like — for example a cheerleader type, drill sergeant, listener, or something else. We’ll recommend some coaches that could be a good fit, and then the choice is up to you.

Can I change coaches if it doesn’t work out with my first coach for some reason?

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.

What is the Vida Advanced Medical Service?

The Vida Advanced Medical Service is available to some members currently enrolled in Vida’s Heart Failure Focus or COPD Management programs. The Vida care team coordinates with your regular doctors. Vida’s expert doctors and dedicated nurse-practitioners also can prescribe medications, help you avoid and treat heart failure symptoms or breathing flare-ups, and reduce the likelihood of complications and hospital visits.

How do I find out if I’m eligible for the prescribing service?

Your eligibility is based on your reported medical conditions, medication history, and past lab tests. If you meet the criteria for our prescribing service, you will receive an in-app eligibility form that will be reviewed by Vida’s medical team.

If I get a new medicine prescribed by Vida, how do I send my prescription to my pharmacy?

Prescriptions will be submitted electronically to a pharmacy of your choice. It can be a local pharmacy or a mail-order pharmacy. The Vida medical provider will ask you which pharmacy you prefer.

How often will I meet with my medical provider?

You will have an initial session with your medical provider to assess your medication needs and will have a follow-up visit to review progress. Additional visits beyond these two are dependent on your situation and can be scheduled as needed. You also have the option to message your medical provider on an unlimited basis.

Can I communicate with my medical provider outside of a scheduled appointment?

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

How do I schedule appointments?

You will be able to schedule an appointment directly through the app from the Home screen.

Will insurance cover the cost of my prescription?

You will be able to provide your insurance information directly to your pharmacy. Coverage of costs will vary depending on policy information. If you have any questions about cost, please reach out directly to Highmark using the number on the back of your member ID card or your pharmacy for specific details about your specific policy and the cost of prescription.

What happens if my pharmacy is unable to process or refill my prescription? 

Please contact your Vida medical provider through the chat tab in the app. If you need further assistance, you can also contact vida@support.com.

What happens to the information I provide to Vida?

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

What type of information will Highmark receive?

Vida and Highmark take your personal health information very seriously. Vida will process Personal Information collected through the app in accordance with applicable law and with the agreements we have with Highmark, as described in the Terms of Use.

Can I connect other health and fitness apps/devices to my Vida account?

You can! Connecting your fitness tracking apps and devices to Vida is a great way to stay on track with your health goals. We support integrations with 100+ apps and devices, including but not limited to:

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

How do I connect a 3rd-party app or device to my Vida account?

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 properly.
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.

Why isn’t my device or app syncing to Vida?

First, please make sure your device is properly connected (see previous FAQ: “How do I connect a 3rd-party device or app to my Vida account?”). If you’ve checked this and are still having problems, please email us at support@vida.com.

I was asked for a credit card when signing up. Isn’t Vida provided to eligible Highmark members at no charge?

Vida is indeed available at no additional cost to eligible Highmark members. If you’re seeing a credit card request in error, email us at support@vida.com and we can help you get set up.

I forgot my password. Can you help?

Sure thing. Simply 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 will send you an email with instructions on how to change your password.

Didn’t receive an email? You can reach out to us directly at support@vida.com.

How do I change my password?

To change your password, simply 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.

How do I change the email address associated with my Vida account?

Please email us at support@vida.com to change your email address.

My spouse or dependent is having trouble signing up. How do they sign up? 

Vida may be available to certain Highmark members diagnosed with CHF or COPD that meet eligibility criteria. Your family members may not be eligible for Vida based on their health history. Prior to enrolling, reach out to Highmark using the number on the back of your health plan card to confirm eligibility.

If eligible, spouses and dependents should use their name, email, and date of birth to enroll.

If they need additional help, they can reach out to us directly at support@vida.com.