Level2 Specialty Care Member Support
Frequently Asked Questions
The Level2 Care Team includes type 2 diabetes experts (a coach, dietitian, nurse and provider), ready to support you.
Want to know what it’s like to connect with your Level2 Care Team? Check this out.
Reach out to your Level2 Coach to see if you would be a good fit to connect with a Level2 provider.
If you’re already a Level2 member you can check with your Level2 coach in the Level2 app or join Level2 Specialty Care at mylevel2.com/join.
If you need further assistance, you can reach Level2 support at 1-844-302-2821 (TTY 711), from 7 a.m. – 9 p.m. CT Monday – Friday; 9 a.m. – 3 p.m. CT Saturday.
Consider your Level2 provider(s) and your local provider(s) all members of the same care team with your best interest in mind. Level2 frequently partners with members’ providers to coordinate care, make medication decisions and share reports on member progress.
Session scheduling is done through your coach: You can reach out via the Level2 app or call your coach directly if you do not have an appointment set.
Make sure to check your Skedulo calendar invite and/or confirmation text from Skedulo. If you didn’t receive a call from your coach at your scheduled time, message them in the app. If you don’t hear back, please give us a call so that we can look into it for you! 1-844-302-2821, TTY 711, from 7 a.m. – 8 p.m. CT Monday – Friday; 9 a.m. – 3 p.m. CT Saturday.
Coaches may take up to two business days to respond to member messages. If it has been over 48 hours since you messaged your coach, please submit a support ticket and we will look into it.
Once you’ve joined Level2 Specialty Care (mylevel2.com/join), you can expect to be assigned a coach within 5 business days. Your coach will send you an introduction through the “chat” in the Level2 app and schedule a time to connect with you directly.
Your coach can see your CGM data, and they will review this with you at your scheduled check-ins.
Your coach can work with you to help develop a nutritional plan that works with your current goals. They’ll be able to share tips for meal ideas, recipes, and grocery shopping lists.
There’s no reason to give up your primary care physician! Level2 frequently works closely with members’ PCPs — connect with your coach to learn more.
If you feel you received this letter in error, please connect with our support team at 1-844-302-2821 from 7 a.m. – 8 p.m. CT Monday – Friday; 9 a.m. – 3 p.m. CT Saturday.
If you’re having issues sending messages to your coach in the Level2 app, try force closing the app, then reopen. Open the coach chat screen and keep it open for 60 seconds.
Still having trouble? Submit a ticket to our Level2 support team and someone will be in contact soon. You can also give us a call at 1-844-302-2821, TTY 711, from 7 a.m. – 8 p.m. CT Monday – Friday; 9 a.m. -3 p.m. CT Saturday.
If you’re having trouble receiving the SMS code used for two-factor authentication on the Level2 app, we recommend contacting your mobile carrier to make sure that short codes are turned on/available on your phone. Some carriers may disable this feature on your phone by default.
If this is your first time signing into the Level2 app and you’re having issues, make sure you’re using the correct one-time password that was sent to the same email you used when you joined Level2.
You will also use the same email in the email field, that you used when you joined Level2.
Tip: The O and zeros can look the same. i and L are also often mistaken.
Still having trouble? Please submit a support ticket. Support hours are 7 a.m. – 8 p.m. CT Monday – Friday; 9 a.m. -3 p.m. CT Saturday.
If you’re having issues signing into the Level2 app (and you’ve signed in before), try using the “forgot password” option. If you’re still having issues, please submit a support ticket. You can also reach us at 1-844-302-2821, TTY 711, from 7 a.m. – 8 p.m. CT Monday – Friday; 9 a.m. – 3 p.m. CT Saturday. A team member will be in touch within 1-2 business days.
Try searching for the “Level2 Health app”!
Only one sensor can be active at any given time, so here’s what could be happening: You’ll wear a single Dexcom G6 sensor for 10 days before it expires. If you end up putting on a new sensor before the current sensor expires, the new sensor will not work until the old one expires.
To stop the sensor session early, go to the G6 app and select Settings, then click “Stop Sensor Session” to end the current sensor from transmitting data, then pair your new sensor.
Still having issues? Please reach out to Dexcom G6 Support.
Once you’ve placed your request for new sensors you can expect a package to arrive in approximately 5 business days.
Remember to reach out to your Level2 coach when you need additional CGM supplies.
If you have more questions or need a status update, we encourage you to contact your coach via the Level2 app or the Level2 support team at 1-844-302-2821, TTY 711, from 7 a.m. – 8 p.m. CT Monday – Friday; 9 a.m. – 3 p.m. CT Saturday.
If clinically appropriate for you, your CGM (transmitter and sensors) will arrive in your Level2 welcome kit, which is typically delivered 3-5 business days after you join Level2 Specialty Care at mylevel2.com/join. If it’s been more than two weeks, you can check the status by connecting with your Level2 coach in the Level2 app, or calling Level2 support at 1-844-302-2821, TTY 711, from 7 a.m. – 9 p.m. CT Monday – Friday; 9 a.m. -3 p.m. CT Saturday.
Search for “Dexcom G6” in your app store. The Dexcom Clarity app can also be used to augment the G6 app with additional insights.
Each sensor lasts for 10 days, and each transmitter lasts for 90 days. When you’re in need of supplies, please connect with your coach via the Level2 app or call them directly. Once your coach submits the request, you can expect to see it arrive in 3-5 business days.
Intermittently wearing your CGM allows to physically tune into your body and practice the lifestyle changes you’ve been making, similarly to when you’re wearing your CGM! Work with your coach to establish a game plan for intermittently wearing your CGM.
Our Level2 support team primarily assists in support with the Level2 app. If you’re experiencing issues with your Dexcom app(s), please connect with Dexcom support at 1-844-857-6319.
If you’re having issues with your Fitbit, Fitbit support is the best place to go! Check out their support site or give Fitbit support a call at 844-534-8248 (their support line exclusively for UnitedHealthcare plan members) and they’ll help you directly.
Your Fitbit is part of your Level2 welcome kit and takes a few days to get to your doorstep! Your welcome kit is shipped after you sign up for Level2 Specialty Care or if required, after your provider visit. You should receive a tracking number from us via email.
You’re able to track what you eat with your Fitbit app; however, Level2 only collects steps, heart rate and sleep from the Fitbit.
Yep! You can start as soon as you’ve had your welcome call and are assigned a coach.
At this time, they do not link.
Request Your Records
As a Level2 Specialty Care member, you have the right to view and access your protected health information (PHI). To request a copy of your health records, please complete the Request for Access to Protected Health Information form.
Share Your Information
You can also give your permission to allow Level2 staff to discuss your protected health information (PHI) with a designated person or organization on an ongoing basis. To allow for the verbal release of information, please complete the Authorization for Release of Health Information form.
Have Level2 Specialty Care questions? We’d love to help! Contact your Level2 coach in the Level2 app for specific concerns. For other issues, please complete the form below and a member of our support team will get back to you in 1-2 business days.
For more immediate assistance, please give us a call at 1-844-302-2821 (TTY 711), from 7 a.m. – 8 p.m. CT Monday – Friday; 9 a.m. – 3 p.m. CT Saturday.