FAQs

Health Advocate is a free service to help you deal with all sorts of health and benefits-related issues—so you don’t have to. Health Advocate is NOT health insurance, but a service to help you navigate the health care and insurance systems. You get personalized service to promptly help you with your issue, problem, or other need for assistance. Just make one call to Health Advocate, and they do all the legwork for you until your issue is resolved.

No. Health Advocate is paid for by Canon Medical Systems. However, charges for eligible health services or treatments under a Company medical, dental, or vision plan will be paid according to the provisions of your applicable plan.

Yes, there may be times when it’s appropriate to speak with someone at your health plan—for example, a medical plan case manager—but only if you request and authorize that the information be shared.

Health Advocate can address nearly any clinical and insurance-related question and issue. See examples of the many ways Health Advocate can help.

No. To access services, just call the Health Advocate toll-free number: 866-695-8622. Information about certain resources may be limited outside the United States.

Your whole family can use Health Advocate. This includes you, your spouse/domestic partner, dependent children, parents, and parents-in-law—and you don't have to be covered by a Company plan.

You can call about your medical, dental, vision, critical illness, and long term care benefits. You can even get assistance with Medicare and elder care issues.

Why wouldn’t you? The complex nature of the health care system can seem like a maze when you want to speak to a live person, much less the right live person. Phone trees, dropped calls, lengthy hold times, and voicemail: these things come with the territory in our technologically advanced times. But with Health Advocate, it’s like having your own personal assistant—a highly trained professional person—who will get to the bottom of your issue fast.

A Personal Health Advocate—or PHA—is typically a registered nurse, supported by medical directors and benefits and claims specialists. PHAs have years of experience working in health-related jobs. They are carefully screened to ensure that they have the necessary professional credentials and excellent personal communications skills to handle the questions and issues they receive.

• Call Health Advocate at 866-695-8622. 
• Provide the details of your issue to the Personal Health Advocate.
• Your PHA will take it from there. He or she will work on your question or problem, no matter how long it takes. 

You can print a temporary ID card by logging in to Aetna's website. From the home page, click the “Print Temporary ID Card” link.

Aetna has a personalized website for you and your family members sponsored. You can review your medical and prescription drug benefits, claims history, request additional ID cards, and locate a network provider. You also have access to health-related articles, state-of-the-art planning tools, and much more. Log in to Aetna's website.

Yes. Nurse Line is a valuable resource in situations where you're not sure if the injury or illness is serious enough to go to the emergency room. Through this service, you and your family can speak with a registered nurse 24 hours a day, 7 days a week.  

Nurse Line can direct you to the right treatment option at the right time, and give you advice for treating your condition at home until you can get to the doctor. Call Nurse Line at 800-556-1555, or call 911 if it’s a life-threatening emergency.

Learn more about Nurse Line.

The easiest way to resolve claims is to call Health Advocate. Resolving claim issues quickly is one of their core services, and they do it well. They will cut through the red tape, talk to your doctors and insurance company, and get to the heart of your issue, fast. You can reach Health Advocate 866-695-8622. Learn more about Health Advocate or visit their website.

If you want to view your claims history and any pending claims, log in to Aetna's website.

If the above steps aren't working and you need additional assistance, call the Benefits Department. Keep in mind that you may need to complete an authorization form in order to be assisted.

Federal law requires that specific procedures be in place to protect everyone's personal health information. The Company takes this very seriously. Depending on the situation, we may require that you complete an authorization form. While this is an extra step, rest assured that the Benefits Department will make every effort to help you resolve issues as quickly as possible.

On occasion, the doctor's office prepares monthly bills before receiving payment from Aetna. When the physician receives notification from Aetna with either payment or denial, you should receive another bill for the balance due to the physician. If your claim is denied and you want further information, it is your responsibility to call Aetna.

Medical claims can be viewed online at Aetna's website. Click on "Check Claims Status" from the home page.

Aetna provides mental health and substance abuse coverage for members enrolled in a Company medical plan. To obtain services, call Aetna customer service at the phone number on your medical ID card.

Providers (physicians and hospitals) are continually added to the Aetna network. Likewise, they may end their contract with Aetna at any time during the year. Therefore, it's a good idea to check with your provider when making your appointment. If he or she has dropped from the network, you still have time to select another network provider.

To locate EPO providers, view Aetna's online directory for the APCN+. To locate PPO providers for the CDHP plans, view Aetna's instructions.

Make sure you ask your current doctor if he/she is a participating provider and still accepting new patients.

At the time you need care, you have the freedom to choose network or non-network providers. Network providers agree to set rates for services with Aetna and do not bill members for amounts above these rates. You pay less out of your pocket when you use network providers for two reasons:

• The plan pays higher benefits when you use network providers.
• Your share of medical expenses is based on a discounted rate.

In contrast, non-network providers do not agree to discounted rates and may charge more than Aetna allows for a service. You'll be responsible for any charges that exceed the allowed amount.

You may call Aetna's customer service at 800-635-3364 to request medical ID cards. Your cards will be mailed in 7 to 10 business days. Medical ID cards can also be ordered through Aetna's website.

You can start, stop, or change your pre-tax HSA contributions anytime by completing the HSA change form and forwarding it to the Benefits Department.

When you enroll in a Company medical plan, the online enrollment system will guide you through the criteria to determine if you are eligible for a Health Savings Account (HSA). If you're eligible for an HSA, Voya will establish an HSA in your name so that you can receive the Company HSA contribution. You'll also receive an HSA debit MasterCard for paying eligible expenses with your HSA. Keep in mind that expenses for domestic partners and their children may not be paid through the HSA unless they qualify as federal tax dependents.

Because your HSA is a tax-advantaged personal savings account that earns interest, the IRS requires HSA participants follow certain recordkeeping rules. First, keep all receipts for expenses you submit through your HSA in case you need to provide documentation of those expenses. Second, you must file a Form 8889 with your federal income tax return. Learn more about tax rules that apply to HSAs.

Voya is Aetna's affiliated financial institution. After you enroll in the plan, Voya will send you an enrollment kit containing a welcome letter with your account number and necessary forms. The HSA is not retroactive, so any claims you incur before setting up your account will not be eligible for payment through the HSA.

The Company pays the HSA monthly maintenance fee. Other administrative fees, such as your ATM usage charges, will be deducted from your account. Please refer to the Schedule of Fees and Charges at Voya's website once you are enrolled.

Yes. You can start, stop, or change your pre-tax HSA contribution anytime by completing the HSA change form and forwarding it to the Benefits Department.

Encouraging medical savings for retirement is a key feature of Health Savings Accounts. That's why the IRS gives people 55 and older a chance to boost their HSA with extra contributions. If you are age 55 or older at any time during the calendar year, you can make an additional tax-free catch-up contribution of up to $1,000 to boost your HSA. This catch-up contribution is in addition to the standard HSA maximum allowed by the IRS.

To elect to make a catch-up contribution, complete the HSA change form and forward it to the Benefits Department.

You can use a Health Savings Account MasterCard debit card at a doctor's office, pharmacy, and other health care facilities that accept debit cards, and at an ATM displaying the MasterCard logo.

The HSA is like a bank account in that it will only reimburse you if there is a balance in your account. You have access to the full annual Company contribution amount in Month 1 plus any money you have actually contributed. If you don't have enough money in your HSA to cover an expense, you must pay for the expense out of pocket and get reimbursed after additional funds have been deposited.

An HRA is an employer-funded individual health account that is used to help pay down your medical deductible and coinsurance.

If you are enrolled in a Company medical plan and aren't eligible for an HSA, the Company will automatically establish an HRA for you and fund it with the same amount of money that people with an HSA receive.

No. Only employers are permitted to make HRA contributions.

Nothing! Aetna handles it automatically, and you don’t need to do anything.

When you receive a medical service from a network provider, your provider will submit a claim to Aetna. If you are responsible for paying any part of the bill that applies to your deductible or coinsurance, Aetna will automatically pay the bill with funds from your HRA.

No. Each eligible expense is automatically paid from the HRA in the order in which claims are submitted. Your HRA will be used until there are no more funds left in your account.

Aetna automatically uses the remaining funds in your HRA, if any, to pay part of the bill. You then owe the provider the remaining portion of the bill, which your provider will send you an invoice for.

You can see all of your HRA information, including your current balance, at the Aetna website.

Aetna will send you an Explanation of Benefits (EOB) for every claim that is submitted. The EOB will explain how the claim was processed, how much, if any, of your HRA was used, and if you owe any part of the bill.

Examples of eligible medical expenses include doctor visits, prescription drugs, hospital stays, x-rays, and lab work.

Expenses that are not eligible in your Company medical plan do not qualify. Examples include over-the-counter medications, dental services, vision services, cosmetic surgery, health club memberships, teeth whitening, and non-network services that exceed Aetna’s allowed amounts.

No. Each eligible expense is automatically paid from the HRA, so there is no need for a debit card to access HRA funds.

Your HRA only pays for medical expenses and your Limited FSA only pays for dental and vision expenses.

No, Canon Medical Systems owns your HRA. That means you can't take it with you if you leave the plan or if you leave the Company.

If you have a balance in your HRA at the end of the year and you remain enrolled in your Company medical plan, your balance will roll over and be added to the next year's HRA contribution.

2nd.MD is a leading decision support and expert second opinion company that partners with Aetna. They can help when you or your covered family members face a medical decision and need to navigate the health care system. They use best-in-class specialists who bring the latest in medical thinking to help you confirm your diagnosis and better understand your treatment options. 2nd.MD is free and confidential to you.

You and your dependents are eligible for 2nd.MD if covered by a Company medical plan.

There is no list of qualified conditions. 2nd.MD's services include medical decision support for any condition, surgery decision support for common high-cost elective procedures (hip, knee, low back, hysterectomy, weight loss), and expert medical opinions for any condition or procedure including virtual second opinions with in-network specialists.

2nd.MD provides you with virtual access to the highest quality physicians from world-renowned medical institutions to assist in confirming a current diagnosis or treatment plan. You can speak with a physician within 24 hours and receive a virtual expert opinion within 48-72 hours (after medical records have been collected), or sooner for urgent cases.

2nd.MD's expert opinion solution includes medical records collection and global support with interpreter and translation services.

After receiving your expert opinion, 2nd.MD will match you to the highest quality in-network specialist to carry out the treatment plan.

To initiate your expert opinion, call 2nd.MD toll-free at 866-841-2575.

Yes. 2nd.MD partners with Aetna to recommend high quality in-network providers as needed. They integrate fully with your Aetna plan to ensure collaborative care for you and your dependents.

Your privacy is guaranteed just as it is for your other health information. Reporting of information adheres to strict Health Insurance Portability and Accountability Act privacy laws. Your specific name and medical information will NOT be shared with anyone, including CMSU. Only non-identifying and aggregate information will be used to make sure 2nd.MD continues to meet the needs of employees and their families.

No. 2nd.MD is paid for by CMSU. Charges for eligible health services or treatments you receive under your CMSU medical plan will be paid according to the provisions of that plan.

No. You remain in full control of your health care decisions. The information you and your treating physician receive from 2nd.MD is intended to help you make informed decisions about your treatment.

A PDL is a list of commonly prescribed generic and brand name medications approved by the U.S. Food and Drug Administration.

Aetna physicians, pharmacists, and business leaders place medications into tiers depending on their value, effectiveness, and cost as of the time the PDL is updated.

• Generic drugs are your lowest cost
• Preferred brand drugs are your midrange cost
• Non-preferred brand drugs are your highest cost

A drug that is not on the PDL may still be covered by the plan, but at a higher cost. View the current PDL. 

To see if a prescription is covered by the plan, you need to first price that medication as described in the next question.

Can I price my prescription cost before placing my order?

Yes. Log onto the Aetna website and click on "Prescription Drug Costs" and follow the instructions. Keep in mind that costs are estimated and do not include tax and shipping.

You can view and print the Preferred Drug List. 

Generic medications are your lowest cost option. When your doctor prescribes a medication, see if it's on the PDL (tip: you can save time by taking a copy of the PDL to your doctor appointment). If the medication isn't on the PDL, discuss possible preferred brand or non-preferred brand alternatives that are listed on the PDL that would work for your situation.

Also, use the mail order program for medications you take on an ongoing basis. Even if you're only taking birth control medication, you'll save money through the mail.

If you take prescription drugs on a daily basis (e.g., contraceptive drugs, medicines for chronic conditions, and diabetes-related supplies and insulin), take advantage of the mail order program. You will spend less money and avoid unnecessary trips to the pharmacy.

You can access mail order services by calling Aetna at 800-635-3364 or at the Aetna website. The website provides additional information and instructions for submitting mail order prescriptions.

You pay less when you see a network dentist for two reasons: The in-network deductible is lower than the out-of-network deductible, and your dentist will not charge more than the contracted rate for a service. To find a network dentist, visit Delta Dental's website.

You may call Delta Dental at 800-765-6003 if you have any questions about dental coverage, claims, or provider information.

No, VSP does not provide vision ID cards. All you need to do is identify yourself as a VSP member when you make an appointment.

Find a network provider in your area. To locate a doctor you may either call VSP at 800-877-7195 or log on to the VSP website.

When making your appointment with a network VSP provider, tell him or her you are a VSP member. Your doctor and VSP will handle the rest.

If you see a non-network provider, you will need to pay for services and then submit your itemized receipts and any other relevant information to VSP for reimbursement. Claim forms are available at VSP's website.

All unused sick leave time for non-exempt (hourly) employees may be carried over to the following year up to a maximum total of 13 weeks. The company will not make any payment for unused sick time. Exempt employees are not permitted to carry over unused sick leave time.

If you are going to be off work more than five days, you must contact Lincoln Financial, the leave administrator. Even if you are absent because of a minor ailment such as cold or flu, you must still contact Lincoln Financial, because they determine which leave and/or benefit program, if any, applies to your situation. To file your leave request, call Lincoln Financial at 844-243-7758 and provide all relevant information over the telephone. Have your physician call Lincoln Financial at the same toll-free number to verify your disability. 

Visit T. Rowe Price 24/7 or call 800-922-9945 to elect, stop, or change your contribution amount.

Visit T. Rowe Price to adjust your investment allocations, use tools and calculators, and view educational resources.

If you are a new employee or a rehired employee, you will automatically be enrolled in the 401(k) Savings and Retirement Plan. To make sure you don't miss out on the full Company matching contribution, your account will be set up with an initial employee contribution rate of 8% of your pay. This contribution will be deducted from each paycheck and allocated to your plan account. If you are a new employee, your first deduction will start after you have completed 30 days of service. If you are a rehired employee who previously completed 30 days of service, your deduction will start immediately.

If you are not a new employee or a rehired employee but wish to enroll for the first time, you may call T. Rowe Price, the administrator, at 800-922-9945, and push *0 to speak to a representative. T. Rowe Price will help you set up your account and investment fund elections.

Yes. Simply log on to the T. Rowe Price website and access your account.

Call T. Rowe Price at 800-922-9945 and listen for the prompts. Representatives are available business days between 7 a.m. and 10 p.m. eastern time.

If you elect not to participate in the plan, you may call T. Rowe Price at 800-922-9945 or you can go to the myRetirementPlan website.

The Cash Balance Retirement Plan is available to employees who were participants as of December 31, 2011. To access your personalized information, you will need to log in or register at the Cash Balance Benefit Center. 

To log in, you will need your password and your pension user ID or pension ID (you create these when you first register). If you do not remember your password, click the “Forgot Password” link and follow the instructions.

Helpful tips to register for the first time:

• Your first and last name must be exactly as entered in payroll. If your name is hyphenated, enter it all as one word with no hyphen or spaces.
• Passwords must be at least eight characters and contain letters, numbers, and at least one of these special characters: !,~,#,$,%,&, etc.
• Passwords expire every 60 days.
• Please remember that security questions are case sensitive and also should not contain spaces (e.g. Des Moines would be entered DesMoines).
• Pension User ID must contain both letters and numbers.
• Pension ID must be eight 8 digits beginning with 10.
• Company ID is being utilized at this time.
• You will need to log completely out of the browser and then return to the site to enter your new information.

If you will be absent for more than five consecutive days, or hospitalized, you must file for a leave of absence through our disability and leave administrator, Lincoln Financial. Lincoln Financial will determine the leave programs for which you may be eligible. Lincoln Financial can be reached at 844-243-7758. In addition, you must request a leave from your manager or supervisor as far in advance as possible.

Our EAP, through Headspace, provides short-term mental health benefits and work-life services. The program provides each family member with up to 16 free confidential mental health coaching and therapy sessions per year.

Headspace is an industry leader in mindfulness and sleep-support tools through their popular Headspace app. They also offer referrals for childcare services, adult and elder care support resources, identity theft resources, educational resources, legal, and financial services.

Headspace is available at no cost to you. Learn more about Headspace.