Highmark: Helping Clients Transition to the FitOn Health Program

As members begin navigating their gym activity in 2025, Highmark is aware of common member inquiries regarding FitOn customer service, account registration, and access to their preferred gyms/classes.

The following suggestions and resources should help navigate these common inquiries to ensure a smooth transition to FitOn with members.

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FitOn Customer Service

Some members are experiencing longer than usual wait times when calling into FitOn Customer Service. This is due to extremely high call volumes, as many members are attempting to make the transition to FitOn simultaneously.

To alleviate this and provide more efficient support, please advise your members (and assist them when able) to first self-serve using their account through the FitOn website or app before calling.

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FitOn Account Setup

Directing members to set up their account online at https://FitOnhealth.com/register will resolve most initial access issues. The member will need to enter their First Name, Last Name, Date of Birth and Zip Code that would be on the enrollment application received by CMS. The member’s First and Last Name must be entered as they appear on their Highmark ID card (no nicknames or abbreviations.)

For a shareable video tutorial on how to register for a FitOn Health account, click here: Register for FitOn Health Account

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Account Review/Understanding Membership Transfers

Members receive 32 FitOn credits monthly. If a member is seeing less than 32 credits in their account, or zero credits, this means Highmark and FitOn successfully transferred a gym membership on their behalf utilizing their credits.

The member will be able to see their memberships in their account. Members can always cancel a membership and request their credits be refunded to their account by calling FitOn (one of few scenarios that require speaking to a FitOn representative).

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Selecting Gym Locations/Classes

Members can search for local gyms in their account, see how many credits a membership costs, and even purchase the memberships by clicking “purchase membership.”

If a member does not want to utilize a membership that was automatically transferred, they can always cancel their transferred membership by accessing their FitOn account or by calling FitOn. They can then select another gym to join.

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While the FitOn team assists with benefit questions, proactive self-service online through the member’s account significantly reduces wait times and improves the overall member experience.