General Information
True or False: Home Kits can be sent to a PO Box
False
True or False? Member's under Kaiser Hawaii Commercial plans have to pay the enrollment fee AND the monthly cost of the classic tier
False: No monthly fee for Classic
What is the difference of a misdirected call and internal transfer?
Misdirects: any inquiry outside of OP (RX, Insurance, transportation)
Internal: HSID, Rewards, L1.5
In order for a Government member to view the premium in network gyms, what will they need to view?
Select "Premium Network" on youronepass.com
ERT (no chat required)
True or False: Exception Codes can be granted for Government members only
TRUE
Scenario: Nevada Medicaid Member is calling in stating they are receiving an error in registering to OP- what is the next step?
Member MUST OPT IN first. - advise member to Visit MyHPNMedicaid.com and select No-Cost Benefits.
2. On the No-Cost Extra Benefits page, scroll down to Gym Membership and select Get Started.
(Member can bypass this step by hovering over HELLO, SIGN IN and clicking on SIGN IN.)
3. Select Sign in. First time users will need to click Register to create an online member center
account.
4. Enter your One Healthcare ID or email address and password.
5. This will take you to the online member center homepage. Select Additional Benefits.
6. Then click on Gym Membership and scroll to the bottom of the page to OPT-IN to claim this
benefit. Our partner One PassTM will mail you a letter within two weeks with details on
how to join.
-Note that it can take up to 2 weeks after opting in for benefits to receive eligibility.
True or False: If a member received benefits information on 10/1/25 but the policy is not effective until 1/1/26, you may provide a Member Code or request EC
FALSE
If the Tier listing in AP indicated Core Premium YMCA locations will the member be able to attend planet fitness, crunch, eos?
Yes: Member will have access to CORE gyms as well as Premium YMCA locations ONLY
Who is a gym escalation/re-education be escalated to?
ERT (no chat required)
-User was “turned away” at the gym
-User was not allowed access
-The gym said they weren’t in network or didn’t know what One Pass is
-The user should have classes but the gym isn’t recognizing them
-Any issue with accessing or using a vendor, such as Walmart + or Shipt
What is the turn around time for a member to receive a Home Kit?
7-10 business days
TRUE
True or False: Members are able to use the black card Planet Fitness membership at All locations
False: verify if details indicate classic offering only
A gym Owner/Manager is wanting to join the OP network; who is this escalated to?
ERT
If a member is receiving an error when trying to cancel their OP Membership, after you have completed all troubleshooting, what is the next step?
ESC to T2: Tier 2 should only be asked to force cancel a user if there is a technical reason that the user can't do it themselves.
How will a member access the fitness reimbursement form?
To submit online, members will click the " Apply for reimbursement" button shown in the image below. Members will need to fill out the entirety of the form/prompts and also provide an itemized receipt of the purchase they would like to be reimbursed.
Members can choose to submit a paper form for a fitness reimbursement. To access this form, a member will go to the Fitness Reimbursement screen and click the blue hyperlink stating, 'physical form'.
What do you do if a member is reporting a death of their spouse?
KB: Tier 1 Workflows
If a member has attempted to use an HSA funded debit card and the transaction is not processed, what would you advise the member?
Contact institution funding HSA
Member is calling in requesting a refund; who is this escalated to?
T2 (CSA)
Kaiser Reimbursement: What items/services are not covered for reimbursement?
Name 5
Fit Rewards: How many visits and how long must a member be at the gym to receive the check in: Kaiser Hawaii Commercial
Bonus: What is the turn around time to receive reimbursement?
45 visits at least 30 minutes each
- 45 days (via check)
True or False: If a member has paid for a subscription but is being denied access to a One Pass affiliated gym, we may refund 50% of their purchase in addition to escalating the case for Gym Re-education
TRUE: In this scenario, we will offer the member a 50% refund of their purchase. This will only be offered once per member. The case will need to be escalated for two requests:
KB: Tier 1 Workflow
True or False: All government members have access to either Core or Premium gyms
False: Verify the tier information listed- some only include Digital Access only
When a member has not received the reimbursement check for Fit Rewards, who do you send your case to?
CSA