Wells Fargo FAQs

Included Health is your health care concierge. As a Wells Fargo benefit provided to you at no additional cost, Included Health offers helpful healthcare-related services like expert second medical opinions, 24/7 live clinical advice, virtual medical and mental health visits, billing and claims support, and more. We work with UnitedHealthcare, Anthem Blue Cross Blue Shield, and Centivo to ensure Wells Fargo employees have all the support they need. 

Included Health services are available at no additional cost to all Wells Fargo employees enrolled in a medical plan through Wells Fargo, as well as their covered dependents.

Most Included Health services are available at no additional cost thanks to Wells Fargo. Medical and mental health virtual visits are subject to the telemedicine cost through your Wells Fargo medical plan.

To register your account, please visit includedhealth.com/WF or download the Included Health app to get started. Included Health will ask that you provide a few details including your email address, a password, your first and last name, and your 11-digit employee ID number (please make sure you are adding leading zeros to your employee ID to make it an 11-digit 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.

To make you aware of the services available to you and provide timely updates on open cases or services, Included Health may contact you from time to time using a variety of methods including, but not limited to email and/or direct mail, telephone, and instant messaging via the Included Health app. You have the option to opt-out of certain non-essential communications. Specific instructions on how to opt-out will be provided within our communications, or you can request to opt-out by connecting with your Included Health care team by sending them a message in the Included Health app, by visiting includedhealth.com/WF, or by calling 1-833-200-7683.

Contact the Included Health Care Team by calling 1-833-200-7683 or send an email to support@includedhealth.com. 

Message the care team by using the Included Health app or calling 1-833-200-7683.

The Included Health app is owned and managed by Included Health. Therefore, Included Health is best equipped to receive feedback and action any issues you may be experiencing with the app. To do so, please message the care team in the Included Health app, by visiting includedhealth.com/WF, or calling 1-833-200-7683. When calling, you will be connected to an Included Health care team member that can file an internal bug on your behalf with their technical team. If the issue you’re experiencing isn’t preventing you from logging into your account, you can also report your issue with the Included Health care team via in app messaging. 

Please keep in mind that Included Health runs on software, hardware, and networks. Any of these components may, from time to time, require regularly scheduled or ad-hoc maintenance or experience problems beyond their control. In the event that you require support but are unable to access Included Health services through the web or mobile app, please call 1-833-200-7683 to be connected with the Included Health care team. They will be happy to provide support over the phone as applicable. 

If you already have access to Included Health through a different employer and you notice a disruption to your account, please reach out to the Included Health care team by calling 1-833-200-7683.

Included Health helps you get the most from your Wells Fargo benefits. We recognize that accessing health care can be difficult. That’s why Included Health offers an all-in-one healthcare hub to get you the support you need to navigate the healthcare system. Connect with the Included Health care team to learn more about the things we can help you with, including:

• Virtual medical and mental health visits
• Expert second opinions 
• Speaking to a nurse about a treatment plan or health concern
• Help resolving claims or billing issues 
• Getting a referral to a high-quality specialist
• Access to culturally competent care for members of the LGBTQ+ and Black communities 
• Connecting you to relevant Wells Fargo benefits 
• Even more great services will become available on January 1, 2024, including expert second opinions and virtual medical and mental health care.

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?  

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 mental 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 culturally competent  for LGBTQ+ and/or Black members. For LGTBQ+ friendly 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

To evaluate whether providers have experience in the Black community, these criteria include:

• Evaluating the office for their enthusiasm in supporting the Black community and their comfort discussing race as a determinant of health
• Seeing  if the office has staff who are diverse and identify as or look like members whom we would be referring
• Assessing whether the provider and their patient-facing support staff have clinical experience addressing chronic conditions more common among members of the Black community, such as diabetes and heart disease

Members are able to refine their search based on their specific needs. Examples of this are:

• Searching for providers that perform a specific procedure or treat a specific condition 
• Filtering the search results on distance, language or gender

In some cases, highly narrow filters may impact the number of providers we have available to show for a given search. In other cases, the inherent filtering we do on network status and provider quality may also impact the number of providers we have available to show for a given search. Upon request, Included Health can also help you search for out-of-network providers. For more detail and to get started contact the Included Health care team by visiting includedhealth.com/wf or calling 833-200-7683.

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

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

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.

Members of the Included Health care team 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 the Included Health care team by visiting includedhealth.com/wf or calling 833-200-7683.

No, Included Health’s provider recommendations 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. 

Included Health’s team of providers are US-based and board-certified providers, nurse practitioners, and physician assistants who have on average 18 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 part of a group known as “Doctor On Demand Professionals.” This group is part of Included Health. 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 Included Health by visiting includedhealth.com/wf or calling 833-200-7683.

Yes, Included Health services are available for children of any age as well, including urgent care and mental health care. 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 the Included Health app or connecting with a member of the care team. 

While dependents 13 years and older can create their own Included Health accounts, the adult who is the insurance holder must book and be present at the beginning of any virtual visit for children under the age of 18. To learn more or schedule a visit visit includedhealth.com/wf. You can also message the care team by using the Included Health app or by calling 833-200-7683.

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 the care team for support by sending them a message in the Included Health app, by visiting includedhealth.com/wf, or by calling 833-200-7683.

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 Included Health within ten business days.

After your visit, your visit summary will include a reminder to schedule your next appointment if your Included Health provider needs to see you regarding your lab results. The Included Health care team 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.

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 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  the Included Health care 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 Included Health care 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.

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

Yes, you can use 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  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 the Included Health care team by sending them a message in the Included Health app, by visiting includedhealth.com/wf, or by calling 833-200-7683.

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

Included Health is available with access to providers 24 hours a day, 7 days a week, 365 days a year. When you need to see a provider for an urgent issue, you will be put in line to see the next available provider. From there, you will be able to see the estimated wait time when you’re ready to see a provider, which can be as few as 5 minutes. All of our medical practice providers are extensively cross-trained to recognize, score, and treat mild to moderate mental health issues, particularly depression and anxiety..

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

If you have any questions, contact the Included Health care team by sending them a message in the Included Health app, by visiting includedhealth.com/wf, or by calling 833-200-7683.

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 the Included Health care team in the app or call 833-200-7683 and we will be happy to assist you.

What happens if I need to get an X-ray, CT-scan, MRI or other “imaging?”

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 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  the Included Health care 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 Included Health care 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.

Virtual medical visits are subject to the telemedicine cost through your Wells Fargo medical plan. To see the cost of visits for your plan, visit the Included Health app, go to includedhealth.com/wf, or connect with a member of the Included Health care team by calling 833-200-7683.

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 Included Health 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 the Included Health app from your smartphone, tablet, or computer. During the first visit, you will discuss the ongoing visit cadence that will be right for you. 

The providers at Included Health include psychologists and psychiatrists who have an average 18 years of experience. They are clinical experts in a variety of different specialties, such as anxiety, depression, relationship issues, trauma and more. You can easily browse providers, see their photos, and read their bios to find the perfect match. Each of our providers will work with you to set a plan and help you achieve the goals most important to you. 

Included Health psychologists and therapists use talk therapy or techniques like Cognitive Behavioral Therapy (CBT) to help you talk through your problems. psychiatrists, who are physicians, may use medication to treat your symptoms. Psychologists and psychiatrists both have doctoral degrees, usually a PhD or PsyD for psychologists and an MD or DO for psychiatrists. Masters level therapists have masters degrees in social work (LCSW), counseling (LPC), or family and marital counseling (LMFT). If you aren’t sure where to start, you can schedule an appointment with a therapist, consult your primary care provider, or contact the Included Health care team with any questions by sending them a message in the Included Health app, by visiting includedhealth.com/wf, or by calling 833-200-7683.

The first appointment you have will likely consist of your mental health provider asking a lot of questions to get to know you. Typical questions providers ask in the first session can include questions to get to know your background and family life, as well as how any symptoms impact your life. Additionally, you may be encouraged to share your reasons for seeking care at this time. These questions help providers understand what you’ve been struggling with and help identify what your goals may be in treatment. Pre-visit intake questions and assessment scores are reviewed by providers in advance of your first appointment and can help that first visit go more smoothly. 

Included Health Psychiatrists, who are physicians, may work with you to use medication to treat your symptoms. Sometimes a combination of therapy and medication works best. In that case, you can see a psychiatrist for medication management and a therapist for talk therapy. If you are not sure, start with a therapist who can help you figure out what treatment may be best for you. Please note that there are certain limitations as to which medications Included Health psychiatrists can prescribe. Any medication that has a DEA Schedule I-V (for example, Ativan, Klonopin, Ritalin, and Adderall) may require an in-person visit. Contact the Included Health care team with any questions by sending them a message in the Included Health app, by visiting includedhealth.com/wf, or by calling 833-200-7683.

Included Health mental health providers are able to complete documentation such as FMLA or other disability paperwork. Completion of paperwork requests is at the provider’s discretion, and you may be asked to have other visits in advance of any paperwork being completed so that a full picture of your clinical functioning can be ascertained. Other examples of documentation our providers can complete include accommodation requests, excuse notes, documentation of diagnosis and return to work notes.  

Mental health virtual visits are subject to the telemedicine cost through your Wells Fargo medical plan. To see the cost of visits for your plan, visit the Included Health app, go to includedhealth.com/wf, or connect with a member of the Included Health care team by calling 833-200-7683.

An expert medical opinion provides a second opinion on a diagnosis that can give you peace of mind that you are on the right care plan for your condition. You will also receive additional details to help you make an informed decision about your care when you are facing a complex care scenario and aren’t sure what to do next. Expert medical 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 remote expert medical opinion from a leading expert specializing in your area of need.

Common use cases:

• You are managing a complex medical condition and are seeking alternative treatment options for a recent diagnosis. 
• You are looking to confirm or seek alternate therapy or medications course. 
• You have been recommended surgery, and would like to determine less invasive treatment options or validate the treatment recommendation. 
• You need to find quality in-network providers for follow up in-person care. 

Expert medical opinions are also offered to your covered dependents at no cost.

Expert medical opinions come at no cost to Wells Fargo employees enrolled in an eligible medical plan.

Included Health’s on-staff clinicians and network of experts represent a wide spectrum of specialties and subspecialties. They commonly support members’ care needs across cardiology, diabetes, orthopedics, oncology, OB/GYN, dermatology, mental health, rheumatology, and pain management. They are also able to address pediatric specialties and subspecialties.

Included Health selects 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. This highly-selective nationwide expert network provides access to 4,000 specialists from leading institutions across all medical specialties and subspecialties. 

For members with complex care needs, Included Health aims to deliver a health care journey that is  accurate, easy-to-navigate, reassuring and clinically impactful. 

To meet this goal, Included Health continually invests in our award winning, clinicians-led team. The on-staff providers include licensed physicians, physician assistants, nurse practitioners, care coordinators and records specialists who can support you to receive and fully understand a second expert medical opinion.

Member support highlights include:  

• Providing comprehensive follow-up after expert medical opinions are delivered, including calls from an assigned staff clinicians and members of the Included Health care team.
• Leveraging their data science enabled provider match platform to offer high-quality provider referrals for in-network follow up care.
• Offering real-time treatment decision support to increase your health literacy about treatment plans.

Included Health’s expert medical opinions service is available Monday through Friday, 7am-8pm CT through the web or our intuitive mobile app. Members may communicate with the Included Health care team between these same hours.  

For urgent needs after business hours, members will be routed to the next available Included Health care team member.

Yes. We comply with all HIPAA regulations and perform an annual HIPAA risk  assessment. Included Health is HITRUST certified. Our information security policies are mapped to HIPAA, and have  been reviewed as part of the SOC 2 audit.

For members located in the U.S., our Record Specialists collect medical records on the member’s behalf. We assign a dedicated Record Specialist to every case. Record Specialists collect, curate, organize, and load all pertinent medical records into our  secure portal where both patients and physicians can access them. 

After receipt of all relevant medical records, the median turnaround time for an expert medical opinion report is 3-4 days. From start to finish (case initiation to opinion delivery), expert medical opinions are typically delivered from start to completion within ~2 weeks, with expedited timelines possible for clinically urgent cases.

Included Health has redefined the expert medical opinion experience by leveraging modern technology, advanced data analytics, and intuitive member communications channels, both online and offline. You will receive personalized and comprehensive medical guidance from experts from leading institutions nationwide, including Johns Hopkins, Stanford and Mayo Clinic. The combination of guidance from leading nationwide experts and a dedicated care team of clinical experts results in better care outcomes for members.

In achieving measurably better patient outcomes – ensuring accurate diagnoses, optimizing treatment plans, and avoiding unnecessary procedures and inappropriate treatment – we help eliminate waste while enhancing the quality of care that you and your family members receive.

Included Health has been providing expert medical opinion services since 2012. For employees, the combination of clinical expertise and support from the Included Health care team ensures they can help you navigate your health care experience at all points along the way, from helping collect medical records to matching members with high-quality in-network providers for local follow up care.

What will my doctor think about Included Health reviewing my case?

Most doctors are glad to get the opinions of their peers when assessing complicated medical issues. Their primary goal is to make sure you get the right care and support for your needs. A good way to frame a conversation with your treating physician regarding an Included Health second expert medical 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…”

Treating physicians are generally enthusiastic about receiving guidance from the top medical experts in their fields.

Additionally, we help bridge communication between patients  and their treating physicians in a number of ways, provided that the patient has given us  permission to do so. Our Care team will send a summary explanation of our services and, upon request, provide updates to your treating physician on the progress of the case. Members can invite their treating physician to participate on their Care Team through their online dashboard. This will enable the treating physician to review patient records, participate in discussions that occur in the message center, and view the written opinion report.

Contact the Included Health care team with any questions by sending them a message in the Included Health app, by visiting includedhealth.com/wf, or by calling 833-200-7683.

A request can be initiated through the Included Health portal or app where you’ll be prompted to sign a consent form to collect medical records and proceed with the expert review. A physician or care team member will reach out to discuss your request after the consent form is signed. As soon as medical records are collected, the expert will review the records and after completing their review, you will receive a written report, which will include the expert’s medical opinion on your diagnosis and treatment plan and an electronic copy of any medical records collected.

You can request a second expert medical opinion through the Included Health member portal or app. Here’s what to expect after submitting a request:

1. Sign a consent form to collect your medical records.
2. A physician or member of the Included Health care team  will reach out to discuss your request and make sure we have everything we need to get started.
3. Once we have collected your medical records, an expert will review your case.
4. A written report will be created, which will include the expert’s medical opinion on your diagnosis and treatment plan and an electronic copy of any medical records collected.

The Included Health care team will be available to help you with any questions you might have about your expert medical opinion and will help you with any steps you might need to take to get the right care.

Included Health helps you get the most from your Wells Fargo benefits. We recognize that accessing health care can be difficult. That’s why Included Health offers an all-in-one healthcare hub to get you the support you need to navigate the healthcare system. Connect with a member of the Included Health care team to learn more about the things we can help you with, including finding top providers, getting second expert medical opinions, making sure you get care that works for you, and on your terms. You can also access the app for 24/7 medical care and to find a mental health provider you can see online.

Yes, Included Health can help you with a variety of administrative tasks such as collecting records and transferring them to other providers, scheduling appointments on your behalf, calling to confirm the details of a bill are correct, and much more. Whenever you need support, connect with the Included Health care team by sending them a message in the Included Health app, by visiting includedhealth.com/wf, or by calling 833-200-7683.

The Included Health care team has access to your health plan benefits, and can assist you in understanding how the Explanation of Benefits or bill applies to your plan coverage details. They can also look into Claims data, accumulators for the plan year, and ensure what you have received is an accurate assessment based on your plan details. If it turns out that you have been billed incorrectly, the Included Health care team will work with your provider and your plan on your behalf to fix the error.

The Included Health Claims team will work to understand the error and work to get it corrected on your behalf, with the parties involved. Our teams are empowered to work with Anthem, Centivo, UHC and Kaiser, as well as Provider offices, keeping you informed each step of the way.

Average case resolution time varies by the type of claims case.

During sign-up, you’ll be prompted to enter both your legal and chosen name. We’ll use your chosen name when caring for you, and will only refer to your legal name if we absolutely need to when working on your behalf with your insurance company and/or provider. You can also enter your pronouns and gender identity during sign-up.

If you need to change your chosen name later, you can log into the Included Health app and click the “Me” tab, then click on your profile at the top of the page. Alternatively, the care team can update your chosen name, gender, and pronouns on your behalf. You can reach them by sending them a message in the Included Health app, by calling 1-833-200-7683, or by emailing at support@includedhealth.com. 

If you need to change your legal name later (for example, if you complete a legal name change), contact the care team by  sending them a message in the Included Health app, by calling 1-833-200-7683, or by emailing at support@includedhealth.com. 

You can call or message Included Health  for answers to all your healthcare questions such as:

• What’s covered by my plan?
• I recently moved. How can I find a provider who understands my needs?
• Can you connect me with an OB/GYN who will use my correct pronouns?
• Can you get me an appointment with a top cardiologist?
• I’m looking for an OB/GYN and Fertility Specialist who is friendly to the community. Where should I start if I’m planning to start or extend my family?
• Can you help me with transportation logistics to my appointment?

Not sure what to ask? The Included Health care team will get to know your healthcare needs and can help you discover new questions to ask and how to make sure you get all the information you need to find a provider with experience in gender-affirming care. 

Included Health care team members with LGBTQ+ and Black Health communities available Monday through Friday, from 9am to 8pm ET. If you need support at any other time, there will always be an Included Health care team member available to help you when you need it. 

Everyone has a different experience navigating the healthcare system. We have care team members who specialize in helping members of our communities who might have had a difficult time accessing culturally-relevant or affirming care from providers. If you would like to get support from someone with expertise in finding care that matches your needs, ask Included Health to match you with a care team member from our LGBTQ+ or Black-led teams. 

A recent survey by the Black Community Innovation Coalition found that 54% of those who have had a negative healthcare experience postponed or avoided care. Included Health offers a concierge service designed to make sure there’s equity in healthcare. We can match employees, who might need an additional level of tailored support, with an experienced care team member on our Black-led team who will get to know their needs to make sure every employee gets the right support and care. 

Connect with Included Health for answers to your healthcare questions, such as:

• I’m in need of mental health support, can you help me find a culturally competent provider with expertise in black health?
• I need to find a top cardiologist, can you get me an appointment?
• Is a breast pump, or other items I need to stay healthy, covered by my plan?
• I’m living with diabetes, can you help me come up with a care plan that’s right for me?
• I need a birth plan, where should I start?
• My dependent also needs support, how can I make sure they get help from Included Health?

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:

• 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 and/or your employee ID number). Data Included Health receives from Wells Fargo’s 3rd party eligibility vendor lets them know if you are eligible for benefits and what health care services your Wells Fargo 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, and/or your 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. 
• 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.

Yes. We comply with all HIPAA regulations and perform an annual HIPAA risk  assessment. Included Health is HITRUST certified. Our information security policies are mapped to HIPAA, and have  been reviewed as part of the SOC 2 audit. 

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.

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.

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.

Your Wells Fargo employee ID number is needed to confirm both your identity when creating an account and your eligibility for Included Health services. When registering for your Included Health account, please make sure you are using your full zero padded employee ID.