Members report friction with VIDA enrollment; commissioners press staff on privacy and lab costs
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Summary
Commissioners raised member complaints about the newly launched VIDA program — reports of chatbot-like interactions, repeated uploads of medical records, uncertainty about data storage and out-of-pocket lab costs — and staff said VIDA operates under HIPAA/BAA via CVS and will provide vendor privacy policies for review.
Commissioners used the meeting to surface early member feedback about VIDA, the program GIC launched Jan. 1 to manage GLP‑1 enrollment.
Commissioner Bobby Kaplan described several reports from members: that VIDA "feels" like a chatbot experience, that members are being asked to upload the same medical records multiple times, and that some who reached a live representative said the call center did not provide answers about data storage. "People are very concerned about that data...where is it being stored?" Kaplan said, recounting member calls and asking staff for clarity.
Staff replied that VIDA is covered by HIPAA and that the GIC has a business‑associate agreement (BAA) in place through CVS. Amber (legal/staff) said she has asked the vendor's legal team for VIDA's privacy policy and answers to specific questions about storage and security and will follow up at a later meeting. "Vita falls under our HIPAA requirements, under the BAA we have, through CVS," she said.
Commissioners also reported variable lab cost experiences tied to VIDA's lab instructions — examples ranged from $40 to $100 copays — and said members reported limited lab vendor options (Quest, LabCorp). Staff acknowledged the complaints and offered to collect more details to report back.
Chair Valerie Sullivan and staff asked to take the more detailed member issues offline to avoid delaying the substantive agenda, but they committed to returning vendor privacy documentation and enrollment metrics at a future meeting.