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Overview

Health Advocate is the nation’s leading healthcare advocacy and assistance company, serving some of the nation’s largest companies and more than 40 million people. Health Advocate provides unlimited, confidential access to a dedicated consultant (known as a Personal Health Advocate) to help you resolve healthcare and insurance-related issues.

No, you do not need to sign up for Health Advocate. If your company is offering health insurance plans through Justworks, you automatically have a Health Advocate membership and can access the service by dialing 1-866-799-2728 or emailing them at answers@healthadvocate.com. When asked for the associated company, you can tell them Justworks or the name of your company.

While signing up for an account is not a requirement to utilize Health Advocate, there are many advantages to registering* for an account on the Health Advocate website and downloading the app on the App Store or Google Play. Here are just a few:

Instantly upload documents and forms and view the status of your open cases
Care recommendations based on your claims data
Live Support - Your Personal Health Advocate and Wellness Coach are standing by to provide personalized help
View alerts for health screenings and tests to help keep you on track
Sync your activity trackers including Apple Health Kit, Samsung Health, and many more
Access to a wealth of U.S.-based employee Assistance Program related resources

*Tip: During registration, when prompted to enter your organization, use Justworks Employment Group.

To access Health Advocate within Justworks: navigate to You > Benefits > Health Benefits > scroll down to the Health Advocate tile > click Learn More.

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When can I contact Health Advocate?

Health Advocate is available 24 hours a day, 7 days a week. If you are having a medical emergency, you should contact 911 instead.

How does it work?

During your first call, you will be assigned a Personal Health Advocate who will begin helping you right away. When asked for the associated company, you can tell them Justworks or the name of your company. Personal Health Advocates are typically registered nurses who are supported by medical directors and benefits and claims specialists. They'll help cut through the red tape and get to the heart of your issue. Personal Health Advocates can assist you with issues, such as:

Finding and booking specialists
Helping you to select which health insurance plan is right for you
Understanding how certain types of care are covered under your plan
Finding eldercare
Filing and negotiating claims
Negotiating fees for non-covered services, and more

Does Health Advocate provide an Employee Assistance Program?

Yes, they do! In addition to helping navigate complex health issues, the following is offered by Health Advocate:

Mental Health Services
24/7 access to confidential counseling services through Health Advocate for a range of mental health needs. This includes unlimited use of the phone number and up to 3 in-person sessions with a local counselor at no additional cost.

Work/Life Services
Life happens. Health Advocate Work/Life services help you manage it with access to legal services, child and eldercare, and financial planning.

Medical Bill Saver
Capture significant savings on medical and dental bills. For any bill that leaves you paying over $400, Health Advocate will attempt to negotiate it down on your behalf. This can include in-network and out-of-network.

Will Health Advocate provide on-site services?

Yes! Health Advocate will provide the following on-site services:

Grief Counseling

Health Advocate's licensed, professional EAP counselors carefully listen, evaluate employees’ needs, and offer short-term counseling focused on coping strategies. Your employers may reach out to Health Advocate directly to help administer the counselor's on-site visit. To ensure all needs are met, employers may reach out to them at their EAP phone number: 1-866-799-2728.

More coming soon...

Does Health Advocate cost me any money?

At Justworks, we know that navigating your healthcare and insurance can be tough and we’re on a mission to make it as easy as possible for U.S.-based employees. Justworks has partnered with Health Advocate to complement your Aetna health plans with a dedicated advocate to help you understand your coverage and get the most out of your benefits.

Digital access to Health Advocate is free for eligible Justworks members. Any on-site services will incur a fee. If you have questions, please don’t hesitate to contact our support team at support@justworks.com,

Who is covered?

Health Advocate is available to all health insurance eligible employees at companies offering access to health insurance through Justworks. Health insurance eligible employees are defined as full-time U.S.-based employees, owners, and part-time U.S.-based employees working over 30 hours per week. The easiest way to determine if you meet these criteria is to log in to Justworks and visit Your Benefits. You will be eligible for this benefit even if you decline health insurance coverage through your company.

If you are eligible for Health Advocate, your spouse or domestic partner, dependent children, parents, and parents-in-law can also access this benefit.

Can my family reach out to Health Advocate directly?

Yes. Your spouse or domestic partner, dependent children, your parents, and parents-in-law, regardless of whether they are on your health plan, can all call Health Advocate for help. In order for your family members to access the service, they’ll need to share your name, the name of your company, and their relationship to you.

Will my issues be kept private and confidential?

Health Advocate’s staff is specially trained to follow strict protocols that comply with all governmental privacy standards to ensure that members’ medical and personal information is fully protected. As with all health and assistance programs sponsors, your employer does not receive or have access to any of your confidential information.

Can Health Advocate help me with my dental questions?

Yes, Health Advocate assists with dental issues as well.

Who are the personal Health Advocates?

Personal Health Advocates are trained professionals, typically registered nurses, who have a number of years of experience working in health insurance-related jobs. Health Advocate carefully screens their staff to make sure they have both the necessary professional credentials and communication skills to resolve your health-related issues swiftly and with compassion. For mental health services, Health Advocate requires a minimum of 5 years of post-licensure experience. For Medical Bill Saver, Health Advocate requires a minimum of 3-5 years of negotiating experience.

Can Medical Bill Saver be used for in-network bills?

Medical Bill Saver can be used for in-network and out-of-network bills. However, some states do not allow negotiations on balances related to coinsurance, deductible, or copays. In those states, Medical Bill Saver cannot be used for those balances. Other states allow negotiations on all balances and are not restricted in this way. To find out if a particular bill can be negotiated under your state’s laws please call Health Advocate and they can advise you directly.

Medical Bill Saver can always negotiate on a non-covered service regardless of whether the provider is in-network or out-of-network. Medical Bill Saver can always negotiate on out-of-network balance billed amounts.

Can Medical Bill Saver negotiate on bills received prior to me becoming a member of Health Advocate?

Medical Bill Saver can attempt to negotiate on balances related to services that were received prior to HA going live.

Are there any co-pays or additional costs for the three in-person mental health sessions?

There are no co-pays or additional costs for the three mental health sessions after you have been referred to a provider by Health Advocate.

If I have already had three sessions for one mental health issue can I still have in-person sessions for a different issue?

The in-person sessions are “per person, per issue, per year” so if it is truly another issue you will get 3 more sessions! Unlimited telephonic support is available as well at any time.

What type of issues can Health Advocate address?

Health Advocate staff serve as a liaison for clients with health insurance providers, insurance plans, and other health-related community resources. This means they can address nearly any medical question and issue from finding primary care, specialist physicians, and medical institutions to resolving claims and billing errors. Health Advocate also helps members access community resources, including senior care services that fall outside traditional healthcare coverage.

Can Health Advocate help me pick my plans during open enrollment?

Yes! Personal Health Advocates will have access to the plans your company is offering. They are able to review each plan with you and help you understand which plan may be best for you and your family. Here are some ways Health Advocate can help:

Understanding the health plans and benefits offered by your employer and help you weigh your options so you can make the best decision for their situation.
Explain your share of the costs for each option, including copays, deductibles, coinsurance and out-of-pocket maximums.
Check to see if your doctors and other healthcare providers are in-network.
Review prescription coverage and help you understand their drug costs.
Confirm coverage for specific services.

Will I be able to speak to the same person each time I call Health Advocate?

Yes. When you call Health Advocate for the first time, you will be assigned your very own Personal Health Advocate (PHA) who will remain with you until your issue is resolved. However, if you contact Health Advocate outside usual business hours and your assigned PHA is not available, your inquiry may be handled by other members of the staff.

Can Health Advocate make appointments on my behalf?

Yes, Health Advocate can make appointments on your behalf. If your condition requires an urgent appointment, your Personal Health Advocate can attempt to call your specialist or physician and schedule an earlier appointment.

Will Health Advocate help me fight a bill?

If you receive a bill that you would like to dispute, it is best to contact your health provider directly. However, if the bill is related to insurance coverage and you need further assistance, your Personal Health Advocate can review the bill on your behalf and, if necessary, contact the provider on your behalf to correct any errors.

Are there issues I should not call Health Advocate for?

You can call Health Advocate with almost any questions about your health insurance coverage, claims, and medical bills. However, if you have a question about your health insurance premium billing or other billing issues linked directly to your paycheck, please reach out to our internal support team instead. You can reach Justworks at support@justworks.com or 1-888-534-1711.

Disclaimer

This material has been prepared for informational purposes only, and is not intended to provide, and should not be relied on for, legal or tax advice. If you have any legal or tax questions regarding this content or related issues, then you should consult with your professional legal or tax advisor.