We're here to support you too!

Helping you help new parents

Humana Healthy Horizons in Oklahoma members now get the help they need during pregnancy and beyond with Pacify memberships, providing virtual support at the touch of a button.

As part of the Humana Healthy Horizons team, you'll be helping your members with enrollment and app support. We want to make sure you have what you need to be successful and we are, of course, here to answer any questions that may come up.

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FAQ

Humana Healthy Horizons in Oklahoma

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All the resources you need to help members with enrollment and app support!

All the resources you need to help employees with enrollment and app support!

All the resources you need to help participants with enrollment and app support!

Pacify 101

Pacify is a mobile app that provides support from lactation consultants (IBCLCs), doulas, nurses or health plan resources - all at the touch of a button!

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Pacify Enrollment Flyer

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Pacify Enrollment Brochure

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Enrollment Video

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Pacify app home screen featuring various buttons to contact healthcare specialists

How it works

Pacify is a mobile app that provides video-enabled support from maternal health specialists - all at the touch of a button!

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What to expect from a doula

Expert support

A doula is a trained professional who specializes in providing emotional, informational, and physical support to parents before, during, and after childbirth.

Support during pregnancy

Offers guidance and support during pregnancy, helping parents understand their options and prepare for birth.

Postpartum support

Helps new parents with postpartum recovery, breastfeeding & bottle-feeding advice, and adjusting to life with a new baby.

What to expect from a lactation consultant

Expert guidance

A lactation consultant is a trained professional who specializes in providing support to parents during their infant feeding journey.

Judgement-free support

Pacify's IBCLCs offer non-judgmental support tailored to your needs—no guilt, no pressure. Get the help you need to feel confident in your feeding choices.

Evidence-based care

Our network of lactation consultants provide compassionate care for all feeding journeys, whether breastfeeding, pumping, or formula feeding.

FAQ

Do participants need an appointment to use Pacify?

No! Members will just open the app and push one of the buttons. Pacify Lactation Consultants are available 24/7 via video. The 24-hour Nurse Line, Member Services Line, and the Behavioral Health Helpline are all available 24/7 via phone.

Is there a limit to how many sessions a participant can have?

Eligible Humana Healthy Horizons in Oklahoma members are able to access unlimited calls to a Pacify Lactation Consultant.

Do participants need a code to sign up?

Yes! You will give the participant a code to enter during the sign-up process. After they enter the code, they will not need a credit card or any other form of payment to receive services. If they are asked to provide this information, they have selected the “I’d like to pay” button instead of “I have a Pacify code” and need to go back.

What kind of connection is needed to use Pacify?

Pacify will work on any 4G, 5G, or LTE connection, but it’s best to use it while connected to WiFi.

How much data does Pacify use?

The Pacify app is like FaceTime and other video apps. If the member has a standard data plan (2GB), a call of normal length will use up about 1% of their monthly data. Turning off video will reduce the amount of data used.

Can participants get a prescription through Pacify?

No. Unfortunately, members will have to contact their doctor to get a prescription or a refill. However, they can ask a Pacify care expert about taking specific medications while pregnant or breastfeeding.

Are visits private?

Using Pacify is a personal experience and privacy is very important. Visits are private between the provider and the member only. Pacify meets all Health Insurance Portability and Accountability Act (HIPAA) standards.

FAQs

Do members need an appointment to use Pacify?

Is there a limit to how many sessions a member can have?

Eligible Humana Healthy Horizons in Oklahoma members are able to access unlimited calls to a Pacify Lactation Consultant.

Do members need a code to sign up?

Yes! You will give the member a code to enter during the sign-up process. After they enter the code, they will not need a credit card or any other form of payment to receive services. If they are asked to provide this information, they have selected the “I’d like to pay” button instead of “I have a Pacify code” and need to go back.

What kind of connection is needed to use Pacify?

Pacify will work on any 4G, 5G, or LTE connection, but it’s best to use it while connected to WiFi.

How much data does Pacify use?

Can members get a prescription through Pacify?

Are visits private?

FAQs

Do members need an appointment to use Pacify?

Is there a limit to how many sessions a member can have?

Eligible Humana Healthy Horizons in Oklahoma members are able to access unlimited calls to a Pacify Lactation Consultant.

Do members need a code to sign up?

What kind of connection is needed to use Pacify?

Pacify will work on any 4G, 5G, or LTE connection, but it’s best to use it while connected to WiFi.

How much data does Pacify use?

Can members get a prescription through Pacify?

Are visits private?

FAQs

Do members need an appointment to use Pacify?

Is there a limit to how many sessions a member can have?

Eligible Humana Healthy Horizons in Oklahoma members are able to access unlimited calls to a Pacify Lactation Consultant.

Do members need a code to sign up?

No. Your health plan allows members to sign up using their insurance coverage to perform an eligibility check. After they enter their insurance information, they will not need a credit card or any other form of payment to receive services. If they are asked to provide this information, they have selected the “I’d like to pay” button instead of “Check my coverage” and need to go back.

What kind of connection is needed to use Pacify?

Pacify will work on any 4G, 5G, or LTE connection, but it’s best to use it while connected to WiFi.

How much data does Pacify use?

Can members get a prescription through Pacify?

Are visits private?

Troubleshooting tips

A user is attempting to download Pacify on an Apple device and are being asked to enter a billing zip code. Why is this?

The Apple App Store requires users to have an updated payment method (and billing zip code) or to select "no payment method" in their account settings in order to download apps (even the free ones, like Pacify). A good way to confirm this is the issue would be for the user to try downloading another app to make sure it's not related to the Pacify app specifically.

Refer to this OSXDaily article link for more information.

A user is getting an error message saying, "Error: Invalid email address or password" when trying to create an account:

In this case, the user may be attempting to sign IN and not sign UP. Once they have downloaded the Pacify app for the first time, make sure they are selecting "Don't have an account?" at the bottom of the screen before entering any email address or password.

A user is being asked to enter their credit card information:

Pacify is available at no cost to your user. If they are being asked to provide credit card information, they have likely gone too far in the sign-up process and need to go back a couple of screens. When they encounter the "Get Pacify" screen, make sure they select "I have a Pacify code" if your organization offers an enrollment code or "Check my coverage" if your organization offers an insurance eligibility check for enrollment.

A user is having trouble downloading the app or making a call through Pacify:

Downloading Pacify works best when you are connected to a strong Wi-Fi signal. It can also be downloaded using 5G or LTE data but may take longer.

Pacify calls will work on any 5G or LTE connection, but again, it works best when connected to a secure Wi-Fi network. Make sure the users device is not set in airplane mode and that their Wi-Fi setting is turned on. Sometimes there are signal "dead zones," so suggest the individual move to a different space and try again. If a call is dropped due to signal, reassure the client that a provider will reconnect with them via phone ASAP.

The app just isn't working correctly:

Sometimes, phones can get bogged down when there are too many apps running. Suggest closing out of all open apps and trying again. You may also check and make sure that the user has the most up-to-date version of the Pacify app. You can do this by going into the app store and selecting "Updates."

If the problem continues, please either tell the user to contact Pacify customer support directly, or send us an email at [email protected]. We will get in touch as quickly as possible with personalized troubleshooting tips.

Have more questions?

Reach out to your devoted Client Success Manager

Kristy Hester

Client Success Manager

[email protected]

574-210-4308