Frequently Asked Questions

Do I need to complete my biometric screening and tobacco use statement for the 2021 program year?

Biometric screening and the tobacco use statement are no longer required to complete Step 1 activities. The only requirement is to complete your online health assessment on your wellness account before September 30 in order to receive your Step 1 wellness incentive dollars. 

If you are a CRONA-represented member enrolled in Aetna Choice POS II or Kaiser Permanente HMO medical plan, you must complete the Health Assessment before March 31, 2021 to earn $100.

Am I eligible for the incentive?

All Stanford Health Care and Stanford Children’s Health employees who are benefits-eligible and enrolled in a hospital-sponsored medical plan including Stanford Health Care Alliance (SHCA), Aetna Choice POS II, or Kaiser plan can earn a wellness incentive of $500 to $1,000 for completing Step 1 and Step 2.

CRONA members enrolled in the Stanford Health Care Alliance plan (SHCA) are also eligible to earn a wellness incentive. CRONA members enrolled in the Aetna Choice POS II plan or Kaiser can earn $100 by completing the online Health Assessment by March 31.


What if I forgot my password/username or need help on the CaféWell platform?

Contact the CaféWell support team by email at or by phone at
1-888-774-6680; Monday through Thursday, 6:00 a.m. to 5:00 p.m. PT, and Friday, 6:00 a.m. – 4:00 p.m. PT, for assistance.

How do I create an account or use a mobile app?

Signing up for an account should be simple. Here are step-by- step instructions for opening an account and for using the mobile app.

Who do I contact about general HR Benefits questions?

Please contact your HR benefits specialist respectively based on your organization:

Stanford Health Care – Please contact the Benefits Service Center at 1-855-278-7157, Monday-Friday, 5am-5pm PT, or email/live chat with a Benefits Rep via the HealthySteps Benefits Portal at by clicking on “View or Change My Benefits (SHC)”.

Stanford Children’s Health – Open a ticket with Ask HR:

What are the dates of the program?

All wellness activities must be completed between January 1 and September 30.

When will I receive my incentive?

Your incentive payments are deposited quarterly based on your Step 1 and Step 2 completion date. All points must be earned before your incentive is paid.

For steps completed from January 1 through March 31, your incentive will be deposited by May 31.

For steps completed from April 1 through June 30, your incentive will be deposited by August 31.

For steps completed from July 1 through September 30, your incentive will be deposited by November 30.


How do I set up an HSA/HRA account?

You can contact Health Equity directly by calling 1-877-395-6548 or emailing

How do I know if I've completed Step 1?

You can see your progress under Rewards on the CaféWell platform.

How do I know if I earned 250 points for Step 2?

You can see your progress under Rewards on the CaféWell platform. As you earn points, they will show up on your account.

Where can I see my HSA/HRA incentive balance?

Please login to your account on the Health Equity website to see your Health Savings Account (HSA)/Health Reimbursement Account (HRA) current balance.

What can I do with my HSA/HRA incentive money?

You can use your incentive for any qualified medical expense.  Examples include coinsurance, deductibles, acupuncture, chiropractor visits, hearing aids, hospital visits, lab fees, mental health and prescription medicines. Here is a list of eligible expenses.

How do I get reimbursed for qualified expenses?

Complete information on the reimbursement process can be found on the Health Equity website. For your convenience, we are highlighting the HRA reimbursement form and the Health Equity app. HSA reimbursements can be processed directly with Health Equity.

How can I set up a Team Training for my department?
Where can I find the list of gym discounts being offered?

The list of gym discounts offered to Stanford Health Care and Stanford Children’s Health employees can be found on the HealthySteps to Wellness website under Tools > click on Gym Memberships.