Frequently Asked Questions

First time enrollment only – Log into your Zintellect account and navigate to the Health Insurance tab at the top of the page and select “I want to enroll in ORAU/ORISE Insurance”. You will receive an email from donotreply@orauinsurance.com with instructions on how to complete your insurance enrollment within a few days after your appointment start date. Please note coverage will begin on your appointment start date.

Insurance enrollments or changes – Log into your Zintellect account and navigate to the Health Insurance tab at the top of the page (this will direct you to Compass, the participant insurance portal). Once you are directed to the Compass portal, you will select the appropriate event to begin your insurance enrollment or change.

Please send an email to your Program Point-of-Contact (POC) as soon as possible to request to terminate your health insurance coverage. You will complete your insurance termination through the Zintellect portal by providing outside insurance coverage information.

Your insurance will be termed on the last day of the month which you request the coverage to end or the month your appointment ends. Please note coverage cannot be termed for a prior month, it will be termed for the month that the request was received or a future month.

1. If you have outside insurance, you must change your insurance choice to “I will provide my own insurance” in Zintellect to cancel your ORAU/ORISE insurance. This must be completed by the final day of the month that you wish to cancel. For example: if your outside insurance coverage begins on January 1, you must provide proof of outside coverage by December 31.
2. If you have dual coverage, your providers office may be able to process a coordination of benefits with your ORAU/ORISE BCBST health insurance as the primary and your outside insurance coverage as secondary.
3. You may enroll in, change, or cancel health insurance coverage up to two times per calendar year. This includes changes to insurance tiers (e.g., individual, member+1, family) but does not include adding a new dependent, updating dental and vision coverage, or making a change at the time of appointment extension.   
   • If you cancel coverage for the second time in a calendar year, you will not be eligible to re-enroll for 12 months unless your current appointment ends and you transition to a new one.

If you enroll in coverage, you are required to stay in for one month. Insurance coverage is cancelled monthly, on the final day of the month. Please refer to #2 to cancel insurance coverage.

If you enroll in insurance coverage, you are responsible for at least one month’s premium.

• If you term health insurance, you must have outside health coverage and there can be no gaps in coverage.

You have two business days from the day you receive your insurance welcome email to notify your POC that you enrolled by mistake, and you need to void your coverage at no cost.

• If you notify your POC after the two-business day deadline passes, your coverage will term at the end of that month, and you will be responsible for that month’s premium payment.

To add an eligible dependent to insurance coverage, log into your Zintellect account and navigate to the Health Insurance tab at the top of the page (this will direct you to Compass, the participant insurance portal). If you do not have any available insurance cards, you will need to reach out to your POC, and they will be able to open a new card for you. The definition of what is considered an eligible dependent is explained below.

Arrangements regarding health insurance coverage must be made prior to you going on inactive status to ensure the health insurance requirement is met.

You will need to communicate your situation with your POC, and they will notify HR-Health Insurance and Stipend Insurance immediately.

1. Inactive statuses due to immigration issues or program/funding lapses (including the participant not receiving a stipend) may be eligible for a premium hold and the participant can cancel their insurance until resolved.
2. Inactive status due to any other reason will be required to make current premium payments and maintain insurance coverage. Your POC will instruct you on the process of paying your health insurance premium.
   • Premium payments are due on the 20 ^th of the month and can be made to the ORAU Cashier. Failure to make those payments can result in your health insurance being termed to the last month a premium payment was made.
     • Missing this payment could result in early termination of your appointment.

Premiums will not be refunded to a participant if the reason for the overpayment is due to the participant’s error.

ORAU anticipates offering participants COBRA insurance through ORAU COBRA’s vendor, Navia Benefit Solutions at some point in the 2026 plan year. Navia will mail a COBRA packet with insurance information within two weeks from the participant’s end date. This packet provides participants with enrollment information at the same coverage level and tier that they are enrolled in at the time of their appointment end date.

1. If you start your health insurance coverage from the 1 ^st through the 15 ^th of the month, you will pay a premium in that month.
2. If insurance coverage starts on the 16 ^th of the month or later, the first premium will be deducted the following month.
   • If you sign up for coverage on the 16 ^th of the month or later and then term coverage at the end of that same month, you will still be required to pay for one month’s insurance premium in accordance with #4 above.

Health insurance coverage is always termed the last day of the month. If your appointment is scheduled to term within the first 7 days of a month, two premiums may be taken in the last full month of participation to cover the cost of health insurance coverage for that current month and the next month in which the participant terms.

1. Stipend Insurance will normally take the final premium in the month the coverage ends.
2. If you leave your appointment before you earn enough stipend to cover the premium, it is your responsibility to contact the ORAU Cashier to make that payment before the 20 ^th of the month.
   • Failure to do so will result in your insurance being termed on the last day of the last month that was paid for, making you ineligible to participate. Please contact your POC for more information.

1. If the eligible dependent is added to coverage from the 1st through the 15th of the month, you will pay a premium in that month.
2. If the eligible dependent is added to coverage from the 16 ^th of the month or later, the first premium will be deducted the following month.

1. Your health insurance cards for medical and pharmacy (combined card) and dental will arrive within 7 – 10 business days after you have completed your enrollment and received your insurance welcome email. There is no ID card for vision insurance. If for any reason you have a need for the plan information and you have not received it, please email the HR-Health Insurance at HRHealthInsurance@orau.org, and they will assist you.
2. Cards should arrive at the mailing address listed in Zintellect within 7 – 10 business days.
3. If you move at any time, you must update your mailing address in Zintellect. This is the only way to update your information with the insurance providers.
4. Job aids for how to register your accounts online, download temporary insurance cards, download the apps, etc. can be found on the Compass Portal, Document Library.

Log in to Zintellect and the Compass Portal and verify all your information is correct.

• If it is not correct, update your information in Zintellect, this will send the corrected information to the Compass Portal and to send to the insurance vendors. Please allow within a week for the information to be processed.

Dependent is a spouse (under a legally existing marriage) and children under the age of 26. Children include the natural, legally adopted, foster or step-child(ren) of you and your spouse; children placed with you and your spouse pending adoption; children for whom you and your spouse is court-appointed legal guardian; children of you and your spouse for whom a Qualified Medical Child Support Order has been issued; or an Incapacitated Child of you and your spouse.

Note: No child can be a covered dependent of more than one participant.

Legal spouse is defined as the person you are legally married to. If you have any questions, please reach out to HR-Health Insurance, HRHealthInsurance@orau.org.

As a self-funded plan, ORAU/ORISE insurance is not subject to state laws that require companies to offer health insurance to domestic partners because federal law under ERISA preempts state law where it relates to ERISA benefit plans. As such, domestic partners are not considered eligible dependents.

If you reside outside of the state of Tennessee, please use BlueCard PPO (Outside of Tennessee) as your network when searching for in-network providers if you are not already enrolled or logged into your account.

1. If you have already enrolled and are logged into your account, then use My Network as your network.  
2. You can search for individual doctors, practices, hospitals, etc.
3. You can use the filter feature once your list populates to narrow down your search.
4. Find Care here: BCBST Find Care.

No, you must be currently enrolled in ORAU’s health insurance coverage or applied for new ORAU health insurance coverage to enroll in our dental and vision bundle.

Dental and vision is a package and cannot be separated.

No, Medical, dental, and vision coverage must all be enrolled at the same coverage tier.

Dental and vision enrollments or changes – Log into your Zintellect account and navigate to the Health Insurance tab at the top of the page (this will direct you to Compass, the participant insurance portal). Once you are directed to the Compass portal, you will select “change dental/vision coverage” event.

You will complete your dental and vision termination by logging into your Zintellect account and navigate to the Health Insurance tab at the top of the page (this will direct you to Compass, the participant insurance portal). Once you are directed to the Compass portal, you will select “change dental/vision coverage” event.

Your dental and vision coverage will be termed on the last day of the month that you request the coverage to end or if your appointment ends. Please note dental and vision coverage cannot be termed for a prior month, it will be termed for the month that the request was received or a future month.

Please note if you are participating in the ARL RAP program, you are required to maintain dental and vision coverage throughout the appointment. 

If you enroll in dental and vision coverage, you are required to stay in for one month. Insurance coverage is cancelled monthly, on the final day of the month. Please refer to #2 to cancel insurance coverage.

If you enroll in dental and vision coverage, you are responsible for at least one month’s premium.

No, you are not required to have dental and vision coverage for your appointment, unless your specific program requires the full package of medical, prescription, dental, and vision to participate.

Log in to Zintellect and the Compass Portal and verify all your information is correct.

• If it is not correct, update your information in Zintellect, this will send the corrected information to the Compass Portal and to send to the insurance vendors. Please allow within a week for the information to be processed.

The PAP is a free resource that provides confidential programs that help connect you and your covered dependents to expert advice and resources to help you with a variety of personal questions and/or concerns.

Phone: 1-844-644-0379
Online: one.telushealth.com, Shared Login: orau, Shared Password: orau
App: LifeWorks, Shared Login: orau, Shared Password: orau

All participants and household members are eligible regardless of insurance enrollment.