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Frequently Asked Questions about Health+, powered by Included Health

Welcome to your all-in-one healthcare hub.

Scroll down to learn more about your healthcare benefits and find answers to Frequently Asked Questions.

Select an FAQ category to learn more.

Virtual doctor appointments
Urgent care

Data collection
Personal information
Security

Member accounts
Cost
About

Lab work
Prescriptions

What is open enrollment
Open enrollment dates
Support finding a provider

Provider selection
Switching providers
Health records

Recommendations
Provider match
Provider selection

Specialty care
How do they work
Transferring records

Clinical

Health+, powered by Included Health’s team of providers are US-based and board-certified doctors, nurse practitioners, and physician assistants who have on average 15 years of experience. They come from a variety of backgrounds and specialties and have an average patient rating of 4.9 out of 5 stars on our app. Our caring providers are trained on best practices for providing care online, and take the time to get to know you and find out what’s most important to you.

The Healthcare Professionals who deliver Services through Included Health are independent professionals practicing within a group of independently owned professional practices collectively known as “Doctor On Demand Professionals”. In claims and billing related to the virtual care we provide to you, you may see “Doctor On Demand” appear as the vendor. For any questions related to claims or billing, contact your Health+ Concierge by visiting includedhealth.com/google or calling 1-855-431-5540.

Yes, Health+, powered by Included Health services are available for children of any age as well, including urgent care, chronic condition management including asthma and allergies, and behavioral healthcare. However, Included Health does not offer pediatric well-child visits because these visits require growth and developmental measurements as well as vaccine administration. Find a high-quality pediatrician for well-child visits using Included Health or by connecting with your Health+ Concierge.

While child dependents 13-18 years old are able to create their own accounts, parents or legal guardians must book any virtual care appointment for children under the age of 18 and will need to be present at the beginning of the visit. To learn more or schedule a visit visit includedhealth.com/google. You can also chat with your Health+ Concierge for assistance using the Included Health app or by calling 1-855-431-5540. 

You will receive a note from your provider in your “Me” section of the app in less than 48 hours with a summary of your visit and key next steps you discussed during your visit. Your dedicated Health+ Concierge will also reach out to see if you have any questions. If necessary, your provider may send you for lab work or imaging (e.g. x-rays) and write or refill prescriptions for pickup at your local pharmacy or sent to your home.  If a follow-up visit with your doctor is recommended, you will receive a notification to schedule in the app. If you have questions at any time about the care you received or what do to next, message your dedicated Health+ Concierge using the Included Health app, by visiting includedhealth.com/google, or calling 1-855-431-5540.

Your Health+, powered by Included Health doctor will provide a recommendation, then a member of our Health+ Concierge team will help refer you to a nearby provider and, with your permission, provide your documentation to the provider’s office. Your Health+ Concierge can also share your documentation for you to bring to your appointment.

Included Health currently does not have the ability to order standing/future labs for you. Your Health+ Concierge monitors this and works with the physician to place the needed orders on a regular basis when they are due.

The process for each is similar to what you’d expect when going to see a doctor in person. Here’s how it works:

If your Included Health provider recommends that you see a specialist or need to see a doctor in person, they will review those recommendations with you during your visit.

The provider’s recommended order will be automatically sent to your Health+ Concierge who will follow up with you within 1-2 business days to gather any additional information needed.  Your Health+ Concierge will contact you with recommendations for nearby, high-quality providers that are within your plan network. Your Health+ Concierge can also help you schedule an appointment or give you the provider’s contact information so you can schedule directly with an in-person clinician. A Health+ Concierge will also provide you with any documentation you’ll need to bring to your appointment.

You’ll receive an email confirmation that your provider has made this recommendation(s) for a referral. You’ll be able to view any pending referrals within the app as well as receive ongoing updates on the status of your referrals. 

After you’ve seen the specialist, a copy of your documentation can be shared with your primary care provider who will review the findings and recommendations, and if needed, they will schedule a follow-up appointment with you so that you can review the results together and create a treatment plan that’s personalized and appropriate for you.

The process for each is similar to what you’d expect when going to see a doctor in person. Here’s how it works:

If your Health+, powered by Included Health primary care provider orders imaging for you, they will review their recommendations with you during your visit.

Following your visit, you’ll be contacted by a member of your Health+ Concierge team who will help you find an affordable and convenient location within your plan network for you to get the imaging done.

A member of the Health+ Concierge team will help you schedule any necessary appointments and provide you with documentation to bring with you to the imaging center.

Once the imaging center generates a report with the results, the results will be sent to us to review. Your primary care provider will then contact you with information about what the results mean and if any further action or follow up is necessary.

Data and Transparency

In addition to continuing to ensure our third parties are fulfilling their contractual obligation to meet the high bar that Benefits set when it comes to our privacy and security standards, Benefits also focuses on providing more transparency upfront for those eligible employees considering Google health plan enrollment. In addition to employees being able to access policies that pertain to permissibility of data sharing (go/benefitdocuments), Benefits includes a disclaimer within the go/gBenefits enrollment tool so attention to data sharing practices and policies are more clearly understood and timely surfaced when an employee makes an enrollment decision. Additional efforts are underway such as making third party privacy policies more easily accessible internally and other initiatives to reduce non-critical eligibility data from being passed to suppliers.

Benefits, through the Google LLC Welfare Benefit Plan (Plan), contracts with third party health suppliers to administer our health plans for employees and covered dependents that meet the Plan’s eligibility criteria and choose to participate. The Plan is governed by ERISA federal law and its health plans are subject to HIPAA. Also, all third party suppliers that work with Google are required to meet our standard security and privacy contract terms. In this case, third party suppliers that receive, create, maintain, use and/or disclose protected health information and perform various functions on the Plan’s behalf to administer the health plan, are required to additionally agree to our standard HIPAA business associate terms, which adds an additional layer of safeguards regarding our health plan participant’s protected health information.

When employees choose to enroll themselves and their covered dependents as participants in a Google health plan (i.e. Anthem), the Plan is permitted, under Google’s Employee Privacy Policy, to share certain enrollment information with its third party suppliers responsible for administering the health plan benefit. The Plan is also permitted, by law, to use or disclose their individually identifiable health information it possesses, handles or maintains in certain ways, such as for the treatment, for payment, for health care operations, to Business Associates, etc. The complete set of rules that govern how the health plan may use this information is described in the Plan’s HIPAA Privacy Notice, which can be found at go/benefitdocuments. Furthermore, the Plan’s third party suppliers also have their own information privacy policies that govern the specific supplier’s use of a health plan participant’s information.

Account deletion requests can be initiated with Included Health directly. 

You have the right to request that Included Health delete any personal information for you or your child dependents, subject to exceptions set forth by the law. For example, we cannot delete information that explains medical treatment decisions, as we are legally obligated to keep such information. If no legal exception applies, as a result of exercising your right, we will delete your personal information and direct any of our service providers to do so.

To initiate an account deletion request, please send a message to your Health+ Concierge using the Included Health app, call us at 1-855-431-5540, or sending an email to privacy@includedhealth.com

Due to the fact that core health plan operating services, such as clinical and non-clinical support, has been fully transitioned from Anthem to Included Health to provide health plan participants with more comprehensive, efficient, streamlined health plans experience, the ability for Google health plan participants to opt-out of third party data sharing, as permitted under HIPAA, isn’t supported. As such, to opt-out of all Health+ data sharing, you would need to unenroll from a Google health plan. To note, unenrolling in a health plan can only be done either during Open Enrollment (effective Jan 1st) or mid-year if you experience a qualifying family status change (FSC).

Certain clinical services and records releases tied to them, such as Expert Medical Opinion and Virtual Care, are opt-in only. You may also choose to opt-out of unnecessary third-party cookies through a banner on the landing page, engagement emails as well as surveys.

Included Health is required to protect health data maintained in accordance with HIPAA (see Google’s HIPAA Privacy Notice, which can be found at go/benefitdocuments). Included Health cannot share personally identifiable health data with any third party (including Google) without your express permission, or as permitted by law, such as HIPAA. Personal information that you provide to Included Health will only be shared under conditions as outlined in their Privacy Policy. For questions related to this policy or to ensure you are accessing the latest version, please contact Included Health directly.

As such, Google will not have access to your personal health information. For purposes of informing program outcomes and strategy, select People Operations individuals will only have access to de-identified reporting data on a need to know basis, such as those responsible for managing vendor or program performance, through secure sharing methods. You can find more information on Google’s employee privacy policy here.

Any personal health information you share with Included Health is held confidentially and will not be shared, unless authorized by you, or where legally permissible and/or required under applicable law.

The last four digits of your SSN are needed to confirm both your identity when creating an account and your eligibility for the Health+, powered by Included Health, benefit. If unable to provide this information, you may also use your health insurance member ID.

Benefits’ first priority is to work with the most feature-rich supplier that’s vetted by a rigorous market evaluation process, but that also passes our security, privacy, and accessibility bar and commits to continuous improvements along these dimensions. In this instance, Benefits is partnering with a company focused entirely on delivering best-in-class virtual care, dedicated real-time health plan and care coordination, and self-service care navigation resources. This enables us to deliver a comprehensive solution to address a long-time need and increase quality and equity in healthcare for our health plan participants. Moreover, using a third party allows us to avoid unnecessary Google access to your sensitive health data, and also frees up our engineering teams to focus on developing and improving internal apps that are unique to Google.

Included Health uses geolocation to ensure a match between the member and the provider who is licensed to serve them. While other similar services may not require location services to be turned on, Included Health takes a more prudent step to protect both their providers and users to ensure that providers are able to practice medicine in the location that a member is in.

Unless otherwise specified, all Personal Data (as defined under the GDPR) requested is mandatory and your choice to not provide such Personal Data may make it impossible to provide services to you. In cases where we have made clear that some Personal Data is not mandatory, you are free not to communicate this Personal Data without any consequences on the availability or the functioning of the service.  For more detail, please view the Included Health privacy policy here.

Health+ powered by Included Health retains personal information, subject to this Policy, only for as long as necessary for the purposes for which the data was collected and processed. 

Data collected for the provision of services is retained for the longer of as needed to provide services; as specified in a relevant agreement (e.g., with your Plan); or as otherwise required, including by applicable law or regulation.

Where Personal Data is processed subject to the General Data Protection Regulation, such Personal Data collected for the purposes of our legitimate interests shall be retained as long as needed to fulfill such purposes, including but not limited to retention of records of completed services as required by law, regulation and healthcare practice and for the other reasons.  For more detail, please view the Included Health privacy policy here.

Furthermore, we may be obliged to retain Personal Data for a longer period whenever required to do so for the performance of a legal obligation (including but not limited to retention of records of healthcare services performed or recommended) or upon order of an authority.

Included Health does collect from Google information regarding covered members of all ages, so that they may know who is eligible to receive services. 

Children under 13 years old will be on the primary benefit holder’s account. Dependents 13 years or older will need to create a separate account that they can use to log in themselves. Simply visit includedhealth.com/google and provide us with a few details including an email address, a password, the child’s first and last name, the last four numbers of their Social Security Number OR your health insurance member ID OR your individual taxpayer identification number. We request this information to verify which Included Health services they are eligible for, to communicate with them regarding their account, and to facilitate the functioning of certain services. 

While child dependents 13-18 years old are able to create their own accounts, parents or legal guardians must book any virtual care appointment for children under the age of 18 and will need to be present at the beginning of the visit. To learn more or schedule a visit visit includedhealth.com/google. You can also chat with your Health+ Concierge for assistance using the Included Health app or by calling 1-855-431-5540.

You have the right to request that Included Health delete any personal information for you or your child dependents, subject to exceptions set forth by the law. For example, we cannot delete information that explains medical treatment decisions, as we are legally obligated to keep such information. If no legal exception applies, as a result of exercising your right, we will delete your personal information and direct any of our service providers to do so.

Included Health will not process any requests for children under 13 years of age without verifiable consent from their parents or legal guardian. A parent or legal guardian may request that they stop processing that information if eligible under CCPA or GDPR.

Deleting an account may come with significant limitations to accessing support and certain care services connected to your Google health plan experience.

With the transition of support from Anthem to Health+, powered by Included Health (see go/Health+ for more information), Anthem sent an email notification to help inform you that you may now access an updated version of your Anthem ID card with the Included Health contact information. To access a digital copy of your new Anthem ID card, you can log in to the Anthem portal and click on “Your ID Card”. The back of the ID card will have the new Included Health contact, which you can use going forward for support related to Anthem or any other Google healthcare benefit questions/issues.

To note, Anthem will mail you a new physical ID card toward the end of December for the 2023 plan year. For additional questions, contact your dedicated Health+ Concierge at Included Health by visiting includedhealth.com/google or calling 1-855-431-5540.

This Privacy Policy only addresses the use and disclosure of certain information Included Health collects from or about you. You should be aware that when you are using our services, you can be directed to other websites that are beyond our control, and we are not responsible for the privacy practices of third parties or the content of linked websites. We encourage you to read the posted privacy policy whenever interacting with any website.

If you are registered, you may submit a message through the “chat” experience once logged-in,  managing your account profile, or contacting us at:

Included Health, Inc., Privacy Officer
1 California Street, Ste. 2300
San Francisco, CA 94111

You may email us at privacy@includedhealth.com

Or you may call our general support toll free line at 1-855-431-5533

To help protect the privacy of data you transmit through us, where personally identifiable information is requested, Included Health also uses technology designed to encrypt the information that you input before it is sent to us using Secure Sockets Layer (SSL) technology or similar encryption technology. In addition, we take steps to protect the user data we collect against unauthorized access. 

Health+ powered by Included Health will not share, rent, sell or otherwise disclose any of the personally identifiable information that we collect about you, except when we have your permission or in any of the following situations:

  • If you have requested a service, we may use information about you to fulfill such requests (including providing that information to third parties such as your local specialist). We may also at any time review your case, your medical records from prior to and after your interaction with us, and any records created as a result of services received. We may share information about you, your care, and your use of services to your healthcare payor as necessary or on your request. We may request courtesy notices from your treating physician(s) and/or request additional medical records from them, including records pertaining to care you received after receiving the services. We may review these records for, among other purposes, reviewing the quality of service you received, reviewing the quality of service provided by the physicians and medical professionals treating you (including the physicians and medical professionals to whom you may have received a referral), to better understand the course of treatment for your condition(s) including information regarding outcomes and costs, and to improve treatments and recommendations for people with similar or different conditions. We will take care to minimize personally identifying information in this process. 
  • Included Health may disclose information about you as required and only up to what is permissible under HIPAA, such as personally identifying information like your name and address for healthcare operational purposes such as to provide available services to you; to coordinate with your insurance; to enforce your rights; to protect against actual or potential fraud; to resolve your inquiries or disputes; to receive payments; to carry out our business; to protect the confidentiality or security of your records; to administer preventive health and case management programs; to perform auditing and ratemaking functions; to comply with federal or state laws and other applicable legal requirements.
  • We may disclose your information, to the extent permitted by law, in court or in the stages leading to possible legal action arising from improper use of this website, application or services, or due to a dispute you initiate in connection with the related services. Moreover, we may be legally obligated to disclose information about you to the government or to third parties under certain circumstances, such as in connection with illegal activity on our Sites or to respond to a subpoena, court order or other legal process. We reserve the right to release information that we collect to law enforcement or other government officials, as we, in our sole and absolute discretion, deem necessary, appropriate or as required under law, such as your statement to hurt yourself or others.

We may also disclose your personal information to third parties when you explicitly ask or authorize us to do so, in order to provide you with our service.

If you use our sites or services outside of the United States, information that we collect about you will be transferred to servers inside the United States, which may involve the transfer of information out of countries located in the European Economic Area. By allowing us to collect information about you, you consent to such transfer and processing of your data.  For more detail, please view the Included Health privacy policy here.

The following describes the types of personal and other information Included Health may collect about you, and how we use and maintain that information, including, but not limited to:

  • Eligibility, claims, medical history, and other employer data. Data Included Health receives from Google’s 3rd party eligibility vendor lets them know if you are eligible for benefits and what health care services your Google provided insurance has paid for in the past. This includes personally identifying information as well as data from health insurance carriers. This may include your name, email address, phone number, service eligibility data, carrier membership data, and claims data, and information used to verify your identity (such as birthday, the last four numbers of your Social Security Number, and/or employee ID number). This information allows Included Health to help you navigate to the right health care resources in your medical plan and/or benefits 
  • Registration. Before you can utilize certain services that we offer, we may ask that you register and provide us with your personal email address, a password, your first and last name. We request this information for identification purposes, to communicate with you regarding your account, and to facilitate the functioning of certain services. 
  • Surveys. At various points in your member experience with us, you’ll be presented with optional surveys intended to measure your Service experience in some way. 
  • Medical records. In order for Included Health to provide care and/or optional second expert medical opinions from medical professionals regarding your health, they may require past and current medical records, description of symptoms, a medical history and life-style descriptions. As part of the process to start an expert medical opinion, you will be asked to sign a consent form to allow Included Health to have access to your medical records. You will be prompted when you need to sign this form.
  • Correspondence. If you correspond with us, including postal, email, in-app chat or messaging, phone, or video, we may retain those records in compliance with HIPAA requirements and as required by law.
  • Technical information and usage information. Like many other websites, we collect information about users’ devices (such as browser and device types, device identification numbers, or other online identifiers) and users’ utilization and navigation of our Sites. This information helps us to design our Sites to better suit our users’ needs. 
  • Information collected with cookies. Like most major websites, we use cookies on certain pages of our Sites. The information that we collect with cookies allows us to improve our marketing and promotional efforts, to statistically analyze Sites’ usage, to improve our content and product offerings and to customize our Sites’ content, layout and services. 

We use your personal information to allow us to render services to you, the operational functioning of our services and features thereof (all together, “business purposes”). For more detail, please view the Included Health privacy policy here.

Any personal health information you share with Included Health is held confidentially and will not be shared, unless authorized by you, or where legally permissible and/or required under applicable law.

General & member support

Health+, powered by Included Health, is your new all-in-one stop for a more connected healthcare experience. With Health+, you have 24/7 access to your personal Health+ Concierge and dynamic web and mobile tools for enhanced advocacy support when it comes to navigating your healthcare and Google benefit options end to end.

You’ll also have access to a team of world-class doctors you can see virtually (inclusive of primary care and behavioral health), expert clinical review/triage and support finding culturally-affirming and clinically competent providers within your network for those that identify as Black and/or LGBTQ+.

Whether you need a new primary care doctor, have questions about an Anthem bill, or want to find the right therapist, Included Health is here to help. Health+ brings together carefully-vetted, top-rated doctors and specialists, as well as experts in billing, claims, and benefits and are available over the phone, online, and in the Included Health app.

Our fully integrated, virtual-first healthcare experience puts members first, whomever and wherever they are. Together, we’re raising the standard of healthcare for everyone.

You don’t have to manage your healthcare alone. You’ve got your own Health+ Concierge on call and on your side to help with any healthcare need. From finding you a top doctor, to getting you a second opinion, to explaining your insurance. They even check your healthcare bills for errors before you pay. Contact your Health+ Concierge anytime by phone or app.

To register your account, please visit includedhealth.com/google. Included Health will ask that you provide a few details including your email address, a password, your first and last name, the last four numbers of your Social Security Number OR your health insurance member ID OR your individual taxpayer identification number. Included Health requests this information to verify which Included Health services you are eligible for, to communicate with you regarding your account, and to facilitate the functioning of certain services.

Health+ is available online, in the app, or over the phone, making it easy for you to instantly get help with any healthcare need. To use the app, make sure to first activate your account online or by calling us at 1-855-431-5540

If covered dependents need virtual care and are not able to start or schedule a visit for themselves, the visit needs to be started/scheduled by the main policy holder. For example, if your spouse and child are covered under your plan and your child needs to see an Included Health provider, the primary member (i.e. Googler) will need to start/schedule a visit under their own account. At this moment, the primary member’s dependents (e.g. spouses and domestic partners) are not able to start/schedule a visit for another dependent (e.g. children). However, your dependent is able to connect with a Health+ Concierge, through the Included Health app or by calling 1-855-431-5540,  to get help finding care for a dependent if the Googler is not immediately available to set up a virtual care visit. 

All Included Health services are available at no cost to all covered US Alphabet employees and their dependents enrolled in a Google provided Anthem health plan. 

Google employees and their covered dependents enrolled in a Kaiser health plan can use Included Health for expert second opinions, referrals for in-network providers, live support with our clinical experts on treatment plans, diagnosis, and managing symptoms, and concierge support to receive high-quality equitable care. 

Extended family defined as children of all US benefits-eligible. Employees regardless of the age or coverage by a health plan of such children, legal dependents of all such benefits-eligible employees regardless of age or coverage by a health plan, spouse/domestic partner/civil union partner of benefits-eligible. Employees regardless of coverage by a health care plan, parents, siblings, and in-laws (each of the foregoing, full or partial, biological or adoptive/guardian/custodial) of benefits-eligible. Employees regardless of coverage by a health care plan of all groups listed above and non-medically eligible Google employees can also use Included Health for expert second opinions, recommendations for high-quality providers, live support with our clinical experts on treatment plans, diagnosis, and managing symptoms. 

Your spouse or domestic partner will need to create a separate account that they can use to log in themselves. They can visit includedhealth.com/google and follow the same easy steps above to sign up for their own account. 

PLEASE NOTE: If your spouse or domestic partner also has access to Included Health through another source, such as their own employer, they could see a different version of our app. If you experience this issue, please call 1-855-431-5540 to confirm the correct information with our Health+ Concierges.

Yes, during your visit the provider will discuss if taking time off from work or school is part of your treatment plan.

If you need an excuse note, you may request one from the provider during your visit. You’ll receive an alert when your excuse note is ready in your account, then you can download the note to print or send the note to your email.

If you forget to request the excuse note during your visit, message your Health+ Concierge in the app, call 1-855-431-5540 or email us at support@includedhealth.com and your Health+ Concierge will be happy to assist you.

Health+, powered by Included Health allows you to receive medical care for yourself and your covered dependents. Children under 13 years old will be on the primary benefit holder’s account. Dependents 13 years or older will need to create a separate account that they can use to log in themselves. They can simply visit includedhealth.com/google and complete the same registration process above using their information.

Health+ powered by Included Health is available with access to providers 24 hours a day, 7 days a week, 365 days a year. While our medical practice does offer appointments, you can also see a provider on demand for urgent issues. This allows you to be put in line to see the next available provider, which typically occurs within minutes. All of our medical practice providers are extensively cross-trained to recognize, score, and treat mild to moderate behavioral health issues, particularly depression and anxiety.

Appointments with a primary care provider are typically available 7 a.m. to 7 p.m. in your local time zone.

Appointments with a mental and behavioral health specialist are typically available 7 a.m. to 10 p.m. in your local time zone.

If you have any questions, contact your Health+ Concierge by sending them a message in the Included Health app, by visiting includedhealth.com/google, or by calling 1-855-431-5540.

Any personal health information you share with Included Health is held confidentially and will not be shared, unless authorized by you, or where legally permissible and/or required under applicable law.

Yes, you can use Health+, powered by Included Health in all 50 states + Washington DC. Due to licenses by state, you will only be able to see providers licensed in your physical location so this may limit your ability to see your Primary Care Provider, Therapist, or other providers. You can use Health+, powered by Included Health when traveling outside of the United States with a few limitations:

  1. You must be able to provide a US address and payment information.
  2. The provider will be able to make a diagnosis, but will not be able to prescribe medication or order any tests (such as labs or imaging).

If you have additional questions, you can always contact your dedicated Health+ Concierge for support by sending them a message in the Included Health app, by visiting includedhealth.com/google, or by calling 1-855-431-5540.

Schedule an appointment for the next available provider or with your preferred provider at a time that works for you. Appointments are typically available up to five (5) weeks in advance. You will also be able to filter for providers based on focus areas and read bios and learn about our providers prior to scheduling the visit to ensure you are able to select a provider who is right for you. When it’s time for your visit, you’ll connect face-to-face via video in our app from your smartphone, tablet, or computer.

Health+, powered by Included Health is provided as part of your enrollment in a Google-sponsored health plan. Most of our services are available at no cost to you or your family, including video doctor and therapy visits in the Included Health app. If there is a fee for any service (such as a co-pay for video doctor visits as required by law for certain high deductible health plans), you will see this cost up front. All costs (as applicable) will be shown prior to scheduling an appointment. In order to schedule an appointment, you may be required to provide a form of payment such as a credit card number. This credit card will be charged in the event that you are assessed a late fee or missed appointment fee as required by law. At this time, the deductible waiver for those enrolled in Anthem gHIP is contingent on the status of Code § 223 rules for HSAs (currently set to expire on 12/31/2022).

If you are registered, you may submit a message through the “chat” experience once logged-in,  managing your account profile, or contacting us at:

Included Health, Inc., Privacy Officer
1 California Street, Ste. 2300
San Francisco, CA 94111

You may email us at privacy@includedhealth.com. 

Or you may call our general support toll free line at 1-855-431-5533

This Privacy Policy only addresses the use and disclosure of certain information Included Health collects from or about you. You should be aware that when you are using Included Health services, you can be directed to other websites that are beyond their control, and they are not responsible for the privacy practices of third parties or the content of linked websites. Included Health encourages you to read the posted privacy policy whenever interacting with any website.

Labs & prescriptions

If your treatment includes a prescription, the provider will review the order and confirm your pharmacy during the visit. The provider will then electronically order the prescription, and it will be ready for you to pick up once your pharmacy prepares your medication. You can select your preferred pharmacy anytime in the Included Health app. Depending on the type of prescription, you might also be able to receive refills. For questions, concerns, or issues with your prescription, you can always contact your dedicated Health+ Concierge for support by sending them a message in the Included Health app, by visiting includedhealth.com/google, or by calling 1-855-431-5540.

During your visit, if the provider thinks a lab test would be beneficial for you, they can order a lab test. You simply visit the lab location, have the specimen collected, and the results will be sent to you from Health+ powered by Included Health within ten business days.

After your visit, your visit summary will include a reminder to schedule your next appointment if your Health+ powered by Included Health provider needs to see you regarding your lab results. Your Health+ Concierge may also contact you to schedule your next visit. The lab results will also be available for you to review under “My Health” in the app.

Included Health currently does not have the ability to order standing/future labs for you. Your Health+ Concierge monitors this and works with the physician to place the needed orders on a regular basis when they are due.

Open Enrollment

Finding the right health insurance plan that fits your needs can be hard. As your personal healthcare concierge, Health+ powered by Included Health is here to help. Our team of healthcare experts has put together a list of common questions to help you get quick answers about your open enrollment options.

Only you can make the right choice for your unique healthcare needs, one that balances your healthcare needs with your budget. If you still have questions after visiting go/OpenEnrollment and all the helpful self-service resources available, don’t hesitate to message your Health+ Concierge who will be happy to help with any question by visiting includedhealth.com/google or calling 1-855-431-5540.  

Best of all, you’ll continue to have our support even after open enrollment. Your Health+ Concierge is by your side to make sure you’re receiving the best possible care. Learn more or get started by visiting includedhealth.com/google or calling 1-855-431-5540.

2023 Open Enrollment runs from October 19 – November 2. Please review go/OpenEnrollment for an overview of what’s changing for next year. The site also includes information on how to enroll as well as benefit resources, plan comparison tools, and contact information for our benefit providers who offer personalized support to employees. Employees can enroll or make changes to their benefits for 2023 by visiting go/gBenefits.

Most questions about Open Enrollment can be answered by visiting go/OpenEnrollment. If you have additional questions after reviewing the Open Enrollment content, please contact your personal Health+ Concierge at Included Health by visiting includedhealth.com/google or calling 1-855-431-5540.

Health+ powered by Included Health offers live support to answer questions about your plan options to give you the information you need to make a more informed health plan enrollment decision, such as:

  • What happens if you waive coverage
  • Where you can change your enrollment
  • Where to make your 2022 plan elections
  • How much you can contribute to your HSA or FSA

Included Health can also check if your doctor is in-network this year and next year, or help you view other high-quality providers in your plan options. When you are ready to enroll in your 2023 health plan, visit gBenefits to start and complete enrollment. 

Here are some other helpful links to review prior to electing your benefits:

  • go/go/OpenEnrollment – more information about Open Enrollment, including key dates, what’s changing in 2023, Google internal resources and more
  • go/gBenefits – where you go to make changes to your benefits for 2023
  • go/MedicalComparison – side-by-side cost comparison of Google plan options, which includes deductibles, out-of-pocket maximums, copays, coinsurance, and  “per paycheck” cost to employees depending on the coverage you elect and number of dependents you add.

The Included Health app is the quickest way to find providers in your network. Log in to your account and use the “Find a great doctor who takes your insurance” option on the home screen. From there, you will be able to search by specialty, condition, or procedure based on your location or zip code. Your Health+ Concierge can also help in case you have additional questions or need to find a specific provider. You can also access Anthem’s Find Care & Cost tool by signing in to the Anthem Portal.

If you need support finding a provider, contact your personal Health+ Concierge at Included Health by visiting includedhealth.com/google or calling 1-855-431-5540.

A premium is the amount that’s taken out of your paycheck to pay for your health insurance coverage. In addition to your premium, you usually have to pay other costs for your healthcare, including a deductible, copayments, and coinsurance. 

A deductible is the amount of money that you’ll pay out of pocket before the insurance plan will start covering your medical expenses. The deductible can be for either an individual or a family. When you have a family deductible, everyone in the family will contribute to your deductible. 

Members enrolled in the Anthem gHIP plan have an aggregate or non-embedded deductible. If you cover other family members on your plan, the aggregate deductible must be met before the insurance plan will start covering your family’s medical expenses.. 

Members enrolled in the Anthem PPO or Anthem EPO plans have an embedded deductible. When you have an embedded deductible, the individual deductible is embedded in the family deductible, so no one family member has to contribute more than their individual deductible amount in order for the plan to start covering their medical expenses.

For questions about your specific plan design, please contact your Health+ Concierge at Included Health by visiting includedhealth.com/google or calling 1-855-431-5540.

A copay is a flat rate that you’ll pay, typically after meeting your deductible, for office visits or medications. This is normally charged in the office on the date of service or when you pick up your prescription.

Coinsurance is another way of saying that you and your insurance carrier each pay a share of eligible costs that add up to 100 percent. For example, if your coinsurance is 10%, you pay 10% of the cost of your covered medical bills. Your health insurance plan will pay the other 90%. Typically, you’ll pay coinsurance on approved medical care until you hit the out-of-pocket maximum on your plan, after which your insurance will cover 100% of the rest of your care for the year.

For questions about your specific plan design, please contact your Health+ Concierge at Included Health by visiting includedhealth.com/google or calling 1-855-431-5540.

Out of pocket refers to the amount of money you’re expected to pay for a given service or medication. Out of pocket costs are separate from premiums and you should expect to pay until you reach your out of pocket maximum (see below).

Out of pocket maximum is the amount of money that you’ll pay before the insurance plan will pay 100% of the costs for covered, in-network services. It’s also the maximum amount you can spend during the plan year. You’ll never exceed the out of pocket maximum applied to your plan for in-network care. 

For Anthem gHIP and Anthem PPO plans, in-network costs apply to out-of-network deductible and the out-of-network out-of-pocket maximum. The reverse is also true (out-of-network costs apply to the in-network deductible and in-network out-of-pocket maximum). See below for additional important caveats as it relates to cross-accumulation of deductibles and out-of-pocket maximums between in-network and out-of-network claims:

  • Any deductible met applies toward both the in-network and out-of-network deductible AND both the in-network and out-of-network out-of-pocket maximum.
  • Any in-network copays apply toward the in-network and out-of-network out-of-pocket maximum.
  • While you can meet the full in-network deductible with out-of-network expenses, you can only meet half of the out-of-network deductible with in-network expenses.
  • If you meet the in-network deductible, and your insurance plan starts covering medical expenses, the 10% coinsurance is applied to the out-of-network out-of-pocket maximum, even if you didn’t meet the out-of-network deductible.

See go/Pretax-Benefit-Accounts for a comprehensive overview and outline of key differences between an HSA and FSA. Otherwise, see below for a brief overview.

Health Savings Account (HSA) 

An HSA is a type of savings account that lets you set aside money on a pre-tax basis to pay for qualified medical expenses. Allowed expenses include deductibles, copayments, coinsurance, and some other expenses. You’re only eligible for an HSA if you enroll in the Anthem gHIP plan, which is High-Deductible Health Plan (HDHP).

Healthcare Flexible Spending Account (FSA)

An FSA is an arrangement through your employer that lets you pay for many out-of-pocket medical expenses with tax-free dollars. Allowed expenses include insurance copayments and deductibles, qualified prescription drugs, insulin, and medical devices. You must re-elect an FSA each year and can decide how much you want to contribute to an FSA from your paycheck, up to a limit set by the IRS.

If you’re enrolled in an Anthem gHIP plan, the only healthcare FSA you can elect is a Limited Purpose FSA (LPFSA) since you’re also participating in an HSA due to your employer’s automatic funding. An LPFSA is like a standard healthcare FSA, however, funds can only be used toward qualified vision and dental care expenses prior to meeting your annual deductible. After you’ve met your deductible, funds can be used toward all other qualified medical expenses. 

Dependent Care Flexible Spending Account (DCFSA) 

A DCFSA is an arrangement through your employer that lets you set aside money on a pre-tax basis to pay for qualified dependent care expenses while you and your spouse or domestic partner (if applicable) are gainfully employed or attending school full-time. Allowed expenses include preschool, summer day camp, before/after school programs, child or elder care, and some other expenses. You must re-elect a DCFSA each year and can decide how much you want to contribute to an FSA from your paycheck, up to a limit set by your employer.

If you’re thinking about starting or adding to your family, you’ll want to compare maternity coverage across all plans to maximize your benefits and help lower costs. Check to make sure your preferred doctors and medical facilities are in-network. 

For support on your family building and/or pregnancy journey, Maven Clinic is a free benefit available to you and your partner through Google and can provide 24/7 support. You’ll have a dedicated care advocate for your questions, a personalized dashboard with weekly educational content and extensive community support resources. Details are available internally at go/MavenClinic or externally on Maven’s site at mavenclinic.com/join/google-IH where you can also register for the benefit.

Plan details can vary widely when it comes to using an independent birth center or a midwife. For more details and an outline of your Anthem benefit coverage with a midwife, visit go/AnthemHomeBirth. For all other plan details regarding coverage, visit go/BenefitDocuments.

Please visit go/OpenEnrollment to find a list of key plan updates happening in 2023.

You’ll need to select your benefits twice – once for 2022 and once for 2023. If you started on or after September 19th and you are still within your Noogler enrollment window, logging into go/gBenefits (gBenefits is Google’s benefits enrollment tool) will prompt you to select 2022 benefits first. If you make your Noogler enrollment prior to Open Enrollment starting, you will need to log back in during Open Enrollment to elect benefits for 2023. If you make your Noogler enrollment during Open Enrollment, then the system will automatically prompt you to select for benefits 2023, as well.

If you joined before September 19th, you have 31 days from your hire date to pick your 2022 Benefits, and you have the entire Open Enrollment period (October 19 – November 2) to pick your 2023 Benefits.

Remember to check out go/OpenEnrollment to see what’s changing and to get your elections submitted within your window! 

Any benefit elections or changes you make in gBenefits during the Open Enrollment window would be effective as of January 1, 2023. Outside of Open Enrollment, the only other time you are able to make changes to your benefits mid-year is if you experience a qualified life event or family status change (FSC). You can learn more about FSCs at go/FSC.

Assuming your dependent is eligible (see “Eligible Dependents” definition in the Welfare Benefit Plan’s Summary Plan Description, which can be found at go/BenefitDocuments), you may be able to add them as a covered dependent to your medical (go/Medical), dental (go/Dental) and vision (go/Vision) plans. If adding a domestic partner, whether or not your domestic partner is your “tax dependent” for purposes of employer provided health benefits can make a big difference as to how your domestic partner’s health benefits are taxed and how you are deducted. Visit go/DomesticPartner for more information. 

Also, while your gBenefits enrollment summary will not specify this, your HSA/FSA funds (if applicable) can be used to pay for eligible expenses incurred by you OR any tax-claimed dependent, which can include those not enrolled as covered dependents on your health plans. You can review other benefits that dependents may be eligible for at go/Benefits.

2023 Summary of Benefits and Coverage (SBCs) docs for Anthem and Kaiser plans are available at go/BenefitsDocuments. Though, it’s likely employees will find go/MedicalComparison easier to use when comparing plans side-by-side. 2023 Benefits Booklets as well as the Summary Plan Description (SPD) capturing Open Enrollment changes are updated sometime in early Q1 2023.

During Open Enrollment, employees can make changes to benefits for 2023 at go/gBenefits, and you’ll be re enrolled in some plans automatically if you don’t make any changes. Before you enroll, learn what’s changing in 2023 by visiting go/OpenEnrollment.

With the introduction of Health+, powered by Included Health, we’re happy to share that you now have more flexibility and personalized support. Going forward, you and your covered dependents can now message with or call a dedicated Health+ Concierge at Included Health 24/7 by visiting includedhealth.com/google or calling 1-855-431-5540. Your Health+ Concierge can help answer questions related to Open Enrollment and provide ongoing support with any other healthcare related questions or issues.

Please visit go/Benefits to learn more about benefits available to you. Each program has a policy site with helpful information regarding eligibility, what’s included and how to engage.

If you have additional questions, please contact your Health+ Concierge at Included Health by visiting includedhealth.com/google or calling 1-855-431-5540.

Primary care

To have records sent from your specialist contact your dedicated Health+ Concierge for assistance either through the messaging tool within the Included Health app, on includedhealth.com/google, or by calling 1-855-431-5540. You can also upload your records using the Included Health app or by faxing them to us at 1-800-238-6575. 

In addition to your primary care provider, you will be assigned a dedicated Health+ Concierge who is available to assist with any additional questions you may have outside of your visit. Contact your dedicated Health+ Concierge with any questions by sending them a message in the Included Health app, by visiting includedhealth.com/google, or by calling 1-855-431-5540.

In some instances, it may be appropriate to have two primary care providers: a Health+ powered by Included Health primary care provider (online) and a local primary care provider (in-person). For example, your OB/GYN may be your local primary care provider, but you are also permitted to have an online Health+ powered by Included Health primary care provider.

In addition to Health+ urgent and primary care providers, your Health+’s Concierge is available to assist with any additional questions you may have outside of your visit. You can message them in the Included Health app or by calling 1-855-431-5540.

Yes. For urgent needs, you may have a visit with any Health+ powered by Included Health provider. Simply click “See a doctor now” in the “Get Care” tab when you open the Included Health app.

However, for preventative care and routine visits Included Health strongly encourages you to see your Health+ powered by Included Health primary care provider.

Yes. You may change your primary care provider at any time in the Included Health app or at includedhealth.com/google.  

  1. From the “Your Care Team” section on the “Home” page, click on Your Primary Doctor, and then ‘View Profile’. You can then choose a different provider from the provider profile page.
  2. You can also change your selected provider from the appointment scheduling screen when scheduling a visit with your primary care provider. 

Video urgent care gives you access to the first available highly-qualified provider. When you’re sick and need to see a doctor, our team is available, usually within minutes. Available 24/7, our providers can help get you on track as well as order prescriptions, if needed. 

Video primary care gives you access to a dedicated primary care provider and Health+ Concierge who manage your health needs over the long term. You select a doctor who meets your preferences and designate them as your primary care doctor. They’ll take the time to get to know you, learn your medical history, and understand your healthcare needs. From annual checkups and personalized care plans to referrals to in-network specialists, your primary care doctor is by your side to help. Just like an online urgent care visit, you can schedule appointments at a time that works for you. If you need a provider urgently, Included Health will automatically check to see if your primary care doctor is available, but you’ll still have access to 24/7 urgent care with the first available provider.

When you elect an Included Health primary care provider and schedule an appointment, you will have the option to order a “device kit.” Device kits include consumer-grade medical devices, such as a thermometer and blood pressure monitor, intended to help you collect vital health data to support your primary care provider in diagnosing, treating and managing your health.

A device kit is not necessary to conduct your appointment, but they are strongly encouraged.

To receive a device kit, simply select a primary care provider and schedule a video visit. As part of your visit intake, you can provide your address and a kit will be ordered for you on your behalf. 

If you schedule a primary or preventive care appointment but do not have any vital readings or patient history information on file, your dedicated Health+ Concierge might reach out to offer to send you a device kit. 

As part of your visit follow up, your Health+ Concierge may reach out to answer any questions you have. They may also offer to send you a device kit at this time. 

If you have any questions, message your dedicated Health+ Concierge using the Included Health app, by visiting includedhealth.com/google, or calling 1-855-431-5540. 

Providers

Health+, powered by Included Health’s team of providers are US-based and board-certified doctors, nurse practitioners, and physician assistants who have on average 15 years of experience. They come from a variety of backgrounds and specialties and have an average patient rating of 4.9 out of 5 stars on our app. Our caring providers are trained on best practices for providing care online, and take the time to get to know you and find out what’s most important to you.

The Healthcare Professionals who deliver Services through Included Health are independent professionals practicing within a group of independently owned professional practices collectively known as “Doctor On Demand Professionals”. In claims and billing related to the virtual care we provide to you, you may see “Doctor On Demand” appear as the vendor. For any questions related to claims or billing, contact your Health+ Concierge by visiting includedhealth.com/google or calling 1-855-431-5540.

No, our providers are ranked solely on quality models that rank their ability to deliver the best outcomes for patients. Patient reviews are difficult to quantify and frequently lack additional clinical context that is critical to evaluating the quality and appropriateness of the care they deliver. We provide links to patient reviews where available to help members get a deeper understanding of some of the subjective criteria that go into choosing a provider, but review data is not incorporated into ranking algorithms. 

For all physician specialties and behavioral health providers, Included Health applies relevant quality models and filters out sanctioned providers.

Factors are assigned to a specific provider based on their specialty and conditions treated. Included Health weighs factors by their impact on improving clinical outcomes and reducing unnecessary treatment. 

Included Health applies quality models to a provider based on their specialty as well as the types of conditions they treat and procedures they perform. Included Health filters out physicians and behavioral health providers who have been sanctioned. For other non-physician provider types and facilities, Included Health applies distance based models. 

Specifically for our Communities vetted providers, the hand-vetting process looks for very specific criteria when determining if a provider can be indicated as affirming for LGBTQ+ and/or Black members. For example, for LGTBQ+ affirming providers, these criteria include:

  • Assessing the provider and their patient-facing support staff’s use of pronouns
  • Whether the office has a gender-neutral bathroom and staff who identify as or look like members we would be referring
  • Clinicians’ knowledge of PrEP, specific gender-affirming surgeries, or practice of including critical preventative screenings in annual wellness exams

Our provider match engine contains 200+ quality models. These models consider a wide variety of factors influencing clinical quality, including:

  • Safety: Does the provider practice medicine in the top of their field with a demonstrated adherence to national clinically-validated standards of care and prevention? For example:
    • Adherence with national standards of care – how closely does this provider adhere to national clinically-validated standards of care and prevention?
    • Has this provider been sanctioned by state medical boards?
  • Effectiveness: Do the provider’s methods resolve the member’s clinical need? For example:
    • Outcomes – how often do this provider’s patients have good clinical outcomes? How often do their patients have to re-do care or experience complications?
    • Patient retention and adherence – how often do this provider’s patients stay with the provider over the long term? How likely are their patients to complete their treatment plans?
  • Efficiency: Does the provider avoid wasteful and unnecessary treatments? For example: 
    • How often does this provider over-use testing, prescriptions, etc. when they are not necessary?
  • Price: Does the provider charge a fair and reasonable fee? For example:
    • Does the provider charge prices that are fair for their local area?

Health+, powered by Included Health is staffed with fully employed, board-certified doctors, psychiatrists, and licensed therapists. Your Health+ Concierge will also match your health needs to carefully-vetted in-network specialists and Centers of Excellence for all kinds of conditions and specialty areas, including: back and knee pain, cancer, heart disease, arthritis, behavioral health disorders, migraines, digestive system disorders, dermatology, pediatrics, ACL tears, and much more.

Health+, powered by Included Health’s team of providers are US-based and board-certified doctors, nurse practitioners, and physician assistants who have on average 15 years of experience. They come from a variety of backgrounds and specialties and have an average patient rating of 4.9 out of 5 stars on our app. Our caring providers are trained on best practices for providing care online, and take the time to get to know you and find out what’s most important to you.

The Healthcare Professionals who deliver Services through Included Health are independent professionals practicing within a group of independently owned professional practices collectively known as “Doctor On Demand Professionals”. In claims and billing related to the virtual care we provide to you, you may see “Doctor On Demand” appear as the vendor. For any questions related to claims or billing, contact your Health+ Concierge by visiting includedhealth.com/google or calling 1-855-431-5540.

Beyond provider quality, Included Health also considers convenience (distance from the member, new patient availability) and cost (network status, billed amounts) when ranking providers in provider match. Included Health also always filters out providers who have been sanctioned by a medical board. In some cases, such as when searching for a primary provider, Included Health will also personalize the list of providers based on the member’s health history – so, for example, if the member has a chronic condition like diabetes, Included Health will make sure they get a doctor with expertise treating that condition.

When searching for providers using Included Health, you will only see in-network providers as default. As provider networks can change regularly, Included Health suggests checking with the provider when members schedule the visit to confirm network status. 

If you select “my insurance is not listed” in the self-serve tool, Included Health will show all relevant providers based on quality and location, including those who are out of network.

Your Health+ Concierge can also help you find a provider, including finding in- or out-of-network providers based on your unique needs. For more detail and to get started contact your dedicated Health+ Concierge by visiting includedhealth.com/google or calling 1-855-431-5540.

No, our providers are ranked solely on quality models that rank their ability to deliver the best outcomes for patients. Patient reviews are difficult to quantify and frequently lack additional clinical context that is critical to evaluating the quality and appropriateness of the care they deliver. We provide links to patient reviews where available to help members get a deeper understanding of some of the subjective criteria that go into choosing a provider, but review data is not incorporated into ranking algorithms. 

Second opinions

To have records sent from your specialist contact your dedicated Health+ Concierge for assistance either through the messaging tool within the Included Health app, on includedhealth.com/google, or by calling 1-855-431-5540. You can also upload your records using the Included Health app or by faxing them to us at 1-800-238-6575. 

Included Health contracts with experts based on many indicators of quality including their education and training, patient outcomes, and institutional affiliation. As a result, Included Health is able to match you with highly experienced specialists who are best suited to your medical needs. These experts will provide a review of your diagnosis and/or treatment plan to help you and your treating physician make informed decisions about your care, however these experts cannot replace your treating physician. Included Health selects experts who work at the nation’s leading medical institutions including but not limited to University of California San Francisco, Massachusetts General Hospital, New York Presbyterian, Stanford, and Johns Hopkins.

An expert second opinion can give you peace of mind that you are on the best care plan for your condition and additional detail to make an informed decision about your care when you are facing a complex care scenario and aren’t sure what to do next. Expert second opinions are especially useful if you’re unsure about a diagnosis, or you’ve been recommended surgery as a form of treatment. Included Health can arrange for you to get a second opinion from a leading expert specializing in your area of need. 

Most doctors are glad to get the opinions of their peers when assessing complicated medical issues. Their primary goal is to get you feeling better. A good way to frame a conversation with your treating physician regarding an Included Health expert opinion is:

  • “I requested a consultation about [condition] and here’s what I learned…”
  • “Here’s what I was surprised to find out…”
  • “Dr. Smith recommended these options for my care because of these reasons…”

Ready to activate your account?

Go back to Health+, powered by Included Health, to activate your account.