FAQ English

MEDICAL

Q: Who is my medical provider?

A: Depending on your election; UnitedHealthcare or Kaiser is your medical provider. 


Q: Who is my doctor? 

UnitedHealthcare members
A: Your doctor is listed on your medical ID card along with his/her phone number. If you do not have your medical card, please call (800) 624-8822. 

Kaiser members
A: You can log in to mydoctor.kaiserpermanente.org and “Choose your Doctor” or see your current election by using your last name, birth month/year, and the medical record number on your ID card. You can also contact member services at (800) 464-4000. 


Q: I need urgent care; where can I go?

UnitedHealthcare members
A: You can call UnitedHealthcare at (800) 424-6521 to talk to member services and they can transfer you to the NurseLine for the closest urgent care center near you. 
•    If you know your medical group, search them online for a list of urgent care offices that are in-network. (For example “Google”: Palo Alto Medical Foundation Urgent Care)
•    If you have the UnitedHealthcare “Health4Me” application on your smart phone; you can select “Talk with us” and a representative will call you immediately to the number you enter.

Kaiser members
A: You can call member services at (866)454-8855 to get advice and find the closest urgent care center near you. 
•    If you have the Kaiser Permanente application on your smart phone; you can click on the menu options and elect, “Facility Locator” and filter your search for “Urgent Care” centers near you. 


Q: I received a bill and I don’t know if I have to pay it, what should I do?

UnitedHealthcare members
A: You can call UnitedHealthcare’s member services at (800) 424-6521 to find out if you are responsible for the bill. 

Kaiser members
A: You can call Kaiser’s member service department at (800) 464-4000 to find out if you are responsible for the bill. 
Both—If you need help contacting UnitedHealthcare or Kaiser you can call Elizabeth at (408) 938-4916 or emunoz@greenwaste.com to assist with the process. 


Q: I lost my ID card what do I do? 

UnitedHealthcare members
A: You can call UnitedHealthcare’s member services at (800) 424-6521 to request copies of your ID cards.

Kaiser members
A: You can call Kaiser’s member service department at (800) 464-4000 to request copies of your ID cards.  
Both—You can call Elizabeth at (408) 938-4916 or emunoz@greenwaste.com if you need assistance requesting additional ID cards. 


Q: I want to change my doctor, what do I do? 

UnitedHealthcare members
A: You can call UnitedHealthcare’s member services at (800) 424-6521 and a representative will help you elect a new doctor. 
•    You can create a profile online at www.myUHC.com and change your doctor online. 
•    You can download the “Health4Me” application and look for in-network providers and use the “Talk with us” option when you have the new doctors Provider ID ready. 

Kaiser members
A: You can call Kaiser’s member service department at (800) 464-4000 and a representative will help you elect a new doctor. 
•    You can create a profile at www.kp.org and change your doctor online. 
•    You can use mydoctor.kaiserpermanente.org to choose a new doctor. 
Both—you can call Elizabeth at (408) 938-4916 or emunoz@greenwaste.com if you need assistance requesting additional ID cards. 


Q: I want to change my doctor, what do I do? 

UnitedHealthcare members
A: You can call UnitedHealthcare’s member services at (800) 424-6521 and a representative will help you elect a new doctor. 
•    You can create a profile online at www.myUHC.com and change your doctor online. 
•    You can download the “Health4Me” application and look for in-network providers and use the “Talk with us” option when you have the new doctors Provider ID ready. 

Kaiser members
A: You can call Kaiser’s member service department at (800) 464-4000 and a representative will help you elect a new doctor. 
•    You can create a profile at www.kp.org and change your doctor online. 
•    You can use mydoctor.kaiserpermanente.org to choose a new doctor. 
Both—you can contact Elizabeth at (408) 938-4916 or emunoz@greenwaste.com if you need assistance changing your doctor. 

DENTAL

Q: Who is our dental provider? 

A: UnitedHealthcare Dental is our dental provider, their phone number is (877) 816-3596. 


Q: Do I have PPO or DHMO coverage for dental? 

A: You can call UnitedHealthcare Dental at (877) 816-3596 and they can provide you with this information. 
•    You can look at your ID card and find out which plan you are enrolled in.
•    You can contact Elizabeth at (408)938-4916 or emunoz@greenwaste.com and request this information. 


Q: I don’t have an ID card, what can I do? 

A: You can call (877) 816-3596 and follow the menu options to order your ID card. 
•    You can print an ID card by login in on www.myUHC.com.  

VISION

Q: Who is our vision provider? 

A: Our vision provider is VSP.  


Q: What type of coverage is it? 

A: It is a PPO plan. 


Q: I don’t have an ID card for my vision coverage, what do I do? 

A: VSP does not provide members with ID cards. For more information, please contact VSP at: www.vsp.com or 800-877-7195.. 


FSA

Q: I didn’t receive my flexible spending card, what can I do?

A: You can call 1-800-654-6695 and request an additional card. If you registered online through https://myspendingaccount.adp.com, you can also log on and request an additional card.


Q: My card doesn’t work what do I do?

A: Call FSA at 1-800-654-6695. Your card may not work for several different reasons. You may have used your entire balances, you might have receipts that need to be turned in, and/or your card may not be activated. In order to find out why it is not working, it is best to call and find out.


Q: I received a letter in the mail that said I had to submit proof of my purchase. What do I do?

A: Complete the substantiation form with a copy of your receipts and mail them to PO Box 1853, Alpharetta, GA 30023. You can also fax this to 1-866-392-4090. If you have an account set up, you can log on and submit the copies of your receipts online by logging onto your account at myspendingaccout.adp.com


Q: I made a purchase and didn’t have my FSA card with me. I would like to be reimbursed, what do I do?

A: Complete the reimbursement form with a copy of your receipts and mail them to PO Box 1853, Alpharetta, GA 30023. You can also fax this to 1-866-392-4090. If you have an account set up, you can log on and submit the copies of your receipts online by logging onto your account at myspendingaccout.adp.com.

401K

Q: Who is my 401K plan through?

A: The Standard


Q: I want to request a loan, how can I do that?

A: You can request a loan by contacting The Standard at 1-800-858-5420 or if you created an account, you can log onto www.standard.com/retirement and request a loan online.


Q: I want to change my vesting, how do I do that?

A: You can change your vesting selections by calling The Standard at 1-800-858-5420 or if you created an account, you can log onto www.standard.com/retirement and change this online.


Q: I don’t know where to invest, what can I do?

A: There are several options for your vesting. If you would like investment advice, please contact NFP at 925-444-9680.

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