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Caregiver Frequently Asked Questions

Answers to frequently asked questions about our new medical and prescription drug plan administrator coming in 2025.

New Aetna resources

What resources are available to me right now?

Visit to:

  • Preview the current Aetna provider directory and pharmacy directory, * based on the providers, clinics, facilities and pharmacies that are currently contracted with Aetna. Some Providence and affiliated providers are in the process of contracting with Aetna and will be added to the provider directory as they are contracted.

  • Review the current Aetna prescription drug formulary. *

  • Review general information on transition of care. If you or your enrolled family member are receiving active medical treatment that will continue into 2025 for health conditions such as cancer, transplant or in the third trimester of pregnancy and your provider will not be in-network for 2025, transition of care will be available beginning in December.

*While we are providing these initial resources now, the Aetna provider and pharmacy directories and prescription drug formulary are subject to change at any time. During 2025 open enrollment (Oct. 30–Nov. 15), please review the Aetna provider directory and prescription drug formulary again to identify that your provider is part of the network going into 2025 and how your specific medication(s) may be covered for 2025.

Who can I contact if I have questions?

  • For assistance with the Aetna provider/pharmacy directory, prescription drug formulary search or general questions about transition of care, call the Aetna Service Advocate team** at 833-529-1661, weekdays, 8 a.m. to 6 p.m. PT.

  • For questions about your current Choose Well health and insurance benefits and eligibility, call the Benefits Service Center at 888-615-6481, weekdays, 7:30 a.m. to 6 p.m. PT.

**Aetna Service Advocates do not have access to your personal information or 2025 benefits enrollment data until December, so they are unable to answer specific questions about your medical plan enrollment or benefits at this time.

Open enrollment

When is 2025 benefits open enrollment?

Open enrollment will be Oct. 30-Nov. 15, 2024. You will receive an open enrollment mailer at your home mailing address in late October.

Any changes you submit during open enrollment will be effective Jan. 1, 2025.

2025 medical, dental and vision rates

Will my medical plan rates change for 2025?

2025 medical rates will be available via in late October.

HealthEquity accounts

Will my Health Equity card funds continue to be available, or will they be forfeited?

The health reimbursement and health savings accounts offered with our HRA or HSA medical plans are not included in this medical plan administration change. These accounts are administered by HealthEquity and the balances will rollover in 2025 for caregivers who remain enrolled in the same plan they are currently enrolled in (for example, caregivers currently enrolled in the HRA medical plan and remain enrolled in the HRA for 2025.)

Health incentive

Do I still need to earn my points for the 2025 health incentive?

Yes, there is no change to the health incentive program to earn your 2025 health incentive.

Prescription drug plan administration change for Blue Shield HMO members

What is changing for my prescription drug plan for 2025?

Effective Jan. 1, 2025, Aetna will replace Express Scripts as the prescription drug plan administrator for the Blue Shield of California HMO plans. There is no change to your medical plan – Blue Shield of California will continue to administer the HMO medical plans.

How can I find out which pharmacies are currently in the Aetna network?

You can use the current Aetna pharmacy directory to assist you with planning for 2025. Be sure to check back during open enrollment for any updates to the pharmacy directory, as the pharmacy directory is subject to change at any time.

How can I find out if my prescription medication is currently in the Aetna formulary?

You can use the current Aetna prescription drug formulary to assist you with planning for 2025. Be sure to check back during open enrollment for any updates to the prescription drug formulary, as the formulary is subject to change at any time.

About the change to Aetna administration

What is changing?

Aetna will become the third-party administrator (TPA) for our caregiver medical and prescription drug plans beginning Jan. 1, 2025.

What is a third-party administrator (TPA)?

A TPA is engaged to handle certain administrative functions for self-funded medical and pharmacy benefit plans. Aetna, as the new TPA, will perform streamlined administrative services for claims processing, network administration, billing, record keeping, customer service and utilization and care management for medical, surgical, mental and behavioral health and prescription drugs benefits. Aetna will administer the benefits in accordance with the plan design and various regulations governing the plans.

What does this mean for me?

Nothing is changing this year. During open enrollment in the fall, you’ll have the opportunity to evaluate and choose your benefits for 2025. Your medical plan options and key features such as deductibles and out-of-pocket maximums are not changing with the TPA change. As always, our goal is to continue to provide you with care and well-being support for you and your family.

Why is Providence changing from Providence Health Plan (and Baylor Scott & White in Texas) for our medical and pharmacy plan administration?

Operating nationwide, Aetna is one of the largest and most diversified health care benefits companies. Aetna offers robust member support through advocacy, an integrated medical and behavioral health network, care management and 24/7 access. We believe that Aetna’s scope and scale will offer streamlined and enhanced benefit services to our caregivers and their family members.

Will this change affect my current benefits for 2024?

The change to Aetna in 2025 will not affect your benefits in 2024.

When can I expect more detailed information about this transition?

Open enrollment will be Oct. 30-Nov. 15, 2024. You will receive an open enrollment mailer at your home mailing address in late October.