Frequently Asked Questions

Well-being Frequently Asked Questions

What is Choose Well?

Your caregiver benefits connect you with programs and resources to help you along your well-being journey; delivering on our Promise to: “Know me, care for me, ease my way”. You are encouraged to take personal accountability for the choices that you make across all aspects of your well-being. Whether the choices involve which benefits to elect, how to use those benefits for greatest personal impact, or daily choices for well-being, Choose Well supports you with these important life decisions.

Who is Personify Health (formally Virgin Pulse) ?

The Choose Well platform is powered by Personify Health. Personify Health is the administrator and record-keeper of the activities to track completion of the health incentive. Access the Virgin Pulse site through mychoosewell.org. Personify Health also offers a free app on the iTunes Apple and Android Google Play stores, giving you the option to take it with you on the go. Sign-up for Choose Well for the first time from the website and then use the app after registering.

Is my information secure on the Choose Well platform, Personify Health?

Yes. Your privacy and data security are important, and protections are in place to keep your data safe. Virgin Pulse technology and their data security processes have been thoroughly vetted by our risk and integrity team. Virgin Pulse is a global company and adheres to strict international data security regulations, including complying with the EU-U.S. Privacy Shield and Swiss-U.S. Privacy Shield Framework. You may view their security standards found in their privacy policy here. Your personal health information is confidential and protected by the Health Insurance Portability and Accountability Act (HIPAA) and will not be shared with your employer.

Who is eligible for the Choose Well health incentive?

Caregivers enrolled in the medical plan.

What is the Choose Well health incentive?

The Choose Well program provides a financial health incentive for participating in activities designed to help support your well-being. You can choose to earn the health incentive annually. The health incentive can be used to pay for your out-of-pocket health care expenses and reduce your medical costs.* Learn more at hrforcaregivers.org. Search for Health Incentive.*

How do I earn my 2026 Choose Well health incentive?

The goal is to earn 40,000 points to reach all four levels of the Choose Well by Nov. 14, 2025. You can earn points on the Choose Well website and app, powered by Personify Health.*

Can I choose which point-earning opportunities to participate in?

Yes. You can choose which point-earning opportunities to participate in. You can mix and match earning opportunities to suit your needs, lifestyle and interests. For a full list of point earning opportunities, go to the How to Earn section of your Virgin Pulse account.

How do I know if I reached Level 4?

App: Click on Rewards. You will see your point total and level completion in the teal bar. Click on Learn How to Earn More Points for details on ways to earn your incentive.

Website: Look at the teal progress bar at the top of the main page. It will show the points total and what percentage of your health incentive that you have earned. Click on Rewards then Learn How to Earn Points for details on ways to earn your incentive.

What is Level 5?

Once you have achieved Level 4, you can choose to keep earning points. This level is hidden until you have reached level 4. When you hit 70,000 points, you have earned Level 5. You will receive a Secret Level 5 pin and bragging rights to all your coworkers.

How much can I earn for the 2026 Choose Well health incentive?

The health incentive amount varies by who you enroll in your medical plan. Learn more about the health incentive at HRforCaregivers.org. Search for Health Incentive.*

When will I receive my 2026 Health Choose Well health incentive?

Your earned health incentive will be awarded to you by the end of January. Learn more about the health incentive at HRforCaregivers.org. Search for Health Incentive.*

Does my spouse or qualified dependent need to participate in order to earn their portion of the health incentive?

No, they do not need to participate in Choose Well in order to earn their portion of the health incentive.*

Can my covered spouse or qualified dependent participate in Choose Well?

Yes, your spouse or qualified dependent covered on your medical plan can enroll in Choose Well by visiting www.mychoosewell.org and clicking on Sign Up. Once they enter their personal information, the program will recognize them as eligible to participate and create their account. They can take advantage of the valuable tools and resources, but they do not need to complete any activities in order to receive their portion of the health incentive.

Have questions about your health incentive, eligibility, Choose Well resources, or program details?

Call the Benefit Service Center at 888-615-6481.

How do I request a 2025 health incentive appeal?

You have certain rights if you believe that you were denied a benefit for which you are entitled. Caregivers who believe there was a plan administrative error, system error, technology problem or other circumstance affecting their ability to complete the health incentive activities may file an appeal by contacting Personify Health at 844-930-1238. Appeals will be accepted Nov. 12, 2024 through March 31, 2025.

I don't own a smartphone/computer or an activity tracker. How can I participate?

Caregivers who don’t own a smartphone or computer, will be able to access their program through the onsite computer labs on campuses (if available) or by using other publicly available computers. Not having daily access or an activity tracker will not impede your ability to earn points and achieve the health incentive levels. Steps can also be manually entered on Virgin Pulse. The key to this program is personalization; you choose how you want to participate.

I have questions about the Choose Well platform, Personify Health. How can I get help?

Need help logging in or navigating the website or app, contact Personify Health member services directly by:

Telephone: 844-930-1238
Self-guided support: Check out the member support page in your Choose Well account by clicking on the green Support tab on the right-hand-side of your screen. Included are how to videos and answers to all your questions.
Chat: Click on the green Chat tab on the right-hand side of the screen to chat with a Virgin Pulse member services representative.

What accommodations are available to those with an impairment that may prevent the use of the Choose Well technology?

Reasonable alternatives (RA) are available to caregivers who are physically unable to earn points through physical activity or steps. There are short-term or long-term RA forms available depending on the members individual situation. RA forms are available through Member Services. The member completes the form and once received by Personify Health, Member Services flags the member as eligible for RAS. The member can then manually enter workouts to earn up to 140 points per day (the same reward for daily steps). This effectively makes up for the points the member was unable to achieve by taking steps during the length of the RA period. The member will still need to achieve the level thresholds to earn rewards. The RA only supplements for the missing points for steps that members were unable to achieve during that program year. A Reasonable Alternative does not waive total participation for the entire program year. Caregivers can request a reasonable accommodation to earn the health incentive by calling Personify Healthat 844-930-1238.

Are translation services available?

Yes, the Choose Well technology platform hosted by Personify Healthoffers translation services for most languages. To get help turning on this feature, call Personify Health at 844-930-1238.

Learn more about each of these programs by going to mychoosewell.org.

*Caregivers covered under a collective bargaining agreement receive benefits in accordance with the terms of their contract.

Back-Up Care

What are examples of when you can use back-up childcare?

You have a new baby and need care while you transition back to a normal work schedule.
Your child’s school or center is closed for breaks, teacher in-service days, or inclement weather.
You are in between childcare arrangements.
You have a change in your work schedule and need in-home childcare for evening and weekend hours. ▪ Your stay-at-home spouse or partner is called in for jury duty or has an appointment.
Your child is mildly ill and cannot attend his or her regular care program.
There is a national or local health emergency, natural disaster, or other crisis event.

What are examples of when you can use adult and elder care?

Your parent’s regular in-home care provider is out sick or on vacation.
Your teenage/adult child is mildly ill and you want someone with him/her while you are at work.
Your grandparents live out of state and need assistance.
Your parents live with your sister…and your sister has a temporary conflict and is unable to care for them.
Your mother-in-law is in the hospital and you would like someone to be with her for support.
Your spouse or partner (or other adult family member) is recovering from an illness or injury and needs assistance.

Am I eligible?

Benefits-eligible caregivers (scheduled work hours are a minimum of 20 hours per week) have access to the Bright Horizons program providing subsidized and low-cost back-up care for your children and adult/elder family members. Caregivers covered under a collective bargaining agreement receive benefits in accordance with the terms of their contract.

How many uses per year do I receive?

Back-up care provides a maximum of 10 uses annually per eligible caregiver

How much do I pay for the service?

When you make a reservation, you provide a credit or debit card. The card is charged the copayment the day after you use Back-Up Care.

Center-based care is $20 per child per day (maximum $35 per family)
In-home care for dependent adults, elders or max three children is $32 for up to four hours and $8 for each additional hour