News Flash

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Posted on: January 21, 2021

Understand our New Healthcare Benefits the CliffNotes Way

2021 Benefits video screen

Read the important details about the benefits plan in simple terms like CliffNotes provide. The Human Resources Benefits team has compiled a quick review of our current medical, dental, vision and prescription plans, in addition to useful Q&As to assist in clearing up any questions.

Do not use your old insurance cards anymore. The 2021 Benefits Guide answers most questions and is available 24/7.  

Use the latest “quick review” to navigate the City’s 2021 medical, pharmacy, dental, vision and flexible spending account benefits. These benefits have changed since last year! Print this Infographic and post it! 2021 Benefits Infographic V2


  • It’s IMPORTANT that you understand and communicate this correctly to your healthcare providers.  
    • WebTPA is our new medical claims administrator. They manage the City’s plan. 
    • Providers need to contact WebTPA customer service line (phone number is on the card, 844-380-4552) to confirm coverage, not Aetna.
    • WebTPA will answer all benefits-related questions.  
  • Aetna provides the medical network. To determine if your doctor is in-network, go to If unable to locate your provider, contact Contact Aetna ONLY to verify a provider is in-network.
  • Every benefits plan member should have the new cards by now. If not, check your home address in PeopleSoft. 
    • To print a card, go to Use the same zip code listed in PeopleSoft to avoid errors.


  • SouthernScripts is our new pharmacy benefit manager.
  • You MUST provide the new card or information for pharmacies to process claims.  
  • If the pharmacy says your prescription is not processing, contact SouthernScripts at 800-710-9341 (the number is on your insurance card.) They will know why and will contact the pharmacy, if needed, to resolve. SouthernScripts can also assist in getting prior authorization.


  • MetLife is our new dental plan administrator and our vision plan insurance carrier.
  • To determine if your physician is in-network, go to
    • For Dental – select Find a Dentist > Select PDP Plus
    • For Vision – select Find a Vision Provider > MetLife Vision PPO
  • NOTE:  Dental and vision both have out-of-network benefits, but it is recommended you use network providers for better savings.


  • Diversified Benefit Services is our new FSA administrator.
  • You were mailed two MasterCards in separate envelopes – same employee name on both, but different numbers. Both cards need to be activated (use one for another plan member in your family).
  • The Employer PIN for registration is “City of Plano.”

Watch this recorded 2021 Health Insurance and New Benefit Providers Zoom meeting or peruse the meeting responses for more insight. As always, the Human Resources Benefits team is here to help! 

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