If you’re struggling, someone in our community has likely had a similar experience. We are here to help. Learn more about the SMART Access Preventative Plan, find troubleshooting resources and solutions, or send us a support request for help.
We’ve shared the responses to common questions to help you get answers sooner!
The Smart Access Program is an employee benefit that helps make FDA-approved weight loss medications more affordable and effective by pairing them with personalized health coaching.
Counter Health provides access to GLP-1 weight loss medications and manages cash back on medication costs.
U.S. Preventive Medicine (USPM) provides health coaching and clinical support through the Preventive Plan portal.
Together, the program combines medication, expert guidance, and financial incentives to support safe, sustainable weight loss.
Your employer is committed to supporting your health and wellbeing. We recognize that access to effective weight loss medications and expert support can be life-changing, and we want to make these resources affordable and accessible to you.
This program combines:
This approach is based on clinical evidence that medication works best when paired with lifestyle and behavioral support.
Yes. Clinical guidelines support the use of GLP-1 medications for long-term weight management when combined with lifestyle and behavioral counseling.
Obesity is treated as a chronic condition that benefits from ongoing care. The World Health Organization recently issued guidelines endorsing GLP-1 medications for long-term obesity treatment when paired with behavioral and lifestyle counseling. Our program follows this evidence-based approach, recognizing obesity as a chronic condition that requires comprehensive, sustained care.
All employees enrolled in employer provided health plans are eligible to participate in the Smart Access Program with Health Coaching, subject to medical appropriateness and weight loss prescription requirements from a healthcare provider.
Visit Counter Health’s portal at https://my.counterhealth.com/ and click “Activate your Account” button to get started.
No. You will pay for your GLP-1 medications, but you may earn cash back disbursements through the Counter Health application by staying engaged with your USPM health coach and completing monthly health coaching check-ins. There are no out-of-pocket costs for health coaching with the Preventive Plan.
Make sure to check your spam folder. Your Registration Code is located at the bottom of the Welcome email sent from USPM. If it has been more than 48 hours and you are still unable to find the email, you can email membercare@uspm.com or call (904) 265-1058 for help getting started.
Yes! If you’re currently taking Wegovy or Zepbound, you can enroll in the program to start receiving cash back disbursements and health coaching services.
These medications are FDA-approved specifically for weight loss.
Yes. You must have a valid prescription from your healthcare provider to receive GLP-1 medications through this program.
No, USPM does not prescribe or dispense any medication(s). We provide lifestyle and nutritional counseling to help individuals taking medication lose weight safely and keep it off for the long term.
Your medication will be delivered directly to your home through approved pharmacies:
The Counter Health portal/app connects you to these pharmacies.
Costs vary based on insurance coverage and pharmacy pricing. By staying engaged with USPM coaching, you may receive cash back that helps reduce your out-of-pocket cost.
GLP-1 (Glucagon-Like Peptide-1) receptor agonists are FDA-approved medications that help with weight loss by reducing appetite, slowing digestion, and helping you feel fuller longer. They’ve been proven effective for long-term weight management.
You’ll receive holistic lifestyle support from an accredited health coach or Registered Dietitian. They will help you better understand what to expect when taking medication.
The frequency of support is personalized to your needs. Typically, members connect with their health coach regularly through scheduled coaching sessions, check-ins, and as-needed support via phone, video, or secure messaging. To remain “Engaged” in health coaching, you will need to complete a monthly check-in with your coach.
Health coaching is a core part of the program. This requirement is based on clinical evidence showing that combining medication with lifestyle support leads to better, more sustainable results. Active engagement with your health coach is required to remain eligible to unlock additional cash-back disbursements for your medication(s).
Based on the information you provide Counter Health and USPM, you will be matched with one or more qualified, nationally accredited health coaches or Registered Dieticians. If multiple coaches match your health profile, preferences, and language, you can choose from the recommended coaches when scheduling your first session. Once selected, you’ll work with the same team members consistently to maintain continuity and build relationships.
Your health coach is available for support between scheduled coaching sessions. You can connect with your coach via the Preventive Plan in-app secure messaging or phone. There is no limit to the number of times you can connect with your coach.
A health coach is a trained professional who partners with you to achieve a specific health outcome, such as weight loss, improved nutrition, stress reduction, increased energy, reduced health risks, etc. USPM health coaches are collaborative health professionals trained in behavioral psychology and habit formation. They provide personalized education, motivation, and support to help you reach and sustain your short and long-term goals.
When you actively engage in health coaching, you will remain eligible for cash back disbursements for your GLP-1 medication costs.
Engagement includes activities such as:
To be considered actively “engaged” in health coaching and remain eligible to unlock additional cash back disbursements, you will need to connect with your health coach each month.
Don’t worry, we understand life happens, and things don’t always go as planned. If you are unable to attend your scheduled session, just let us know, or use the online scheduler to change or cancel your appointment. We are here to work with you, if you need an extra week to find time for your check-in, no problem. However, if you go more than 8 weeks without checking in with your coach, you will no longer be considered engaged in health coaching and will not be eligible for additional cash back disbursements until you re-engage with your coach.
Cash back disbursement eligibility is tied to your medication refill cycle and your engagement with USPM services. You’ll receive notifications about your disbursement status and when disbursements are unlocked based on your participation.
Disbursements are typically applied as cash back or credits. Specific payment details will be provided during your enrollment and through the Counter Health portal.
If you haven’t met the engagement requirements, you’ll receive reminders and notifications letting you know steps necessary to unlock your cash back. You can also connect with your USPM coach for support to stay on track.
Your medication costs and health coaching engagement status impact cash back disbursement amounts. Specific details about disbursement amounts will be provided through the Counter Health portal and during enrollment.
The program is designed for long-term success. You can participate as long as you’re taking GLP-1 medications and benefiting from health coaching. The World Health Organization recommends GLP-1 medications for 6 months or longer when paired with lifestyle interventions.
If you and your healthcare provider decide to stop medication, you can continue working with your USPM health coach for ongoing lifestyle support and habit maintenance. Notify your care team about any medication changes.
Talk with your healthcare provider if you’re considering discontinuing or changing any medication. If you take a break, you are still able to restart the program; you will just need to reconnect with your coach to return to engaged status.
Yes. All health information is protected under HIPAA privacy laws. Your personal health information is confidential and will not be shared with Del Air without your explicit consent. See USPM Privacy Policy for more information.
Program participation is tied to your employment. If you leave the company, contact the Counter Health team to discuss your options for continuing care.
Once you complete enrollment and have a valid prescription, most members receive their first medication delivery within 7-10 days. Your USPM health coaching journey will begin outreach shortly after enrollment.
Contact the Counter Health support team for technical assistance with the Counter Health portal or any enrollment issues. Contact information will be provided during enrollment.
Yes. You should coordinate with your healthcare provider. Your USPM health coach or dietitian may communicate with your doctor only if you provide written consent to both parties.
Common side effects of GLP-1 medications include nausea, diarrhea, and decreased appetite. Contact your healthcare provider or seek immediate medical attention for serious side effects.
You should consult your healthcare provider to determine if these medications are appropriate for you.
GLP-1 medications aren’t appropriate for everyone. They should not be used if you have:
Possibly. Consult your healthcare provider to determine if these medications are appropriate for you and to check for interactions and ensure safe use.
Individual results vary based on many factors including starting weight, medication adherence, engagement with lifestyle changes, and individual biology. Clinical studies show significant weight loss when GLP-1 medications are combined with lifestyle interventions. Your USPM health coach will help you set realistic, personalized goals.
Many people begin seeing results within the first few weeks to months. Sustainable weight loss is a gradual process. Your coach will help you track progress beyond just the scale, including improvements in energy and wellbeing.
For best results, you should:
If you’re not seeing results or facing challenges, talk with your USPM health coach. They can help adjust your plan, troubleshoot barriers, and ensure you’re getting the support you need. Your success is our priority.
For questions or concerns about health coaching or technical support for the Preventive Plan portal or mobile app, contact US Preventive Medicine at:
This program is a strategic partnership between USPM and Counter Health.
Give us a call at 904-265-1058 to get in contact with Member Support or complete the form here.
We appreciate you reaching out. One of our colleagues will get in touch with you soon. Have a great day!