Coronavirus (COVID-19) updates

COVID-19: Your well-being is our top priority

Updated September 30, 2020

What you need to know to prepare and stay informed

As we continue to learn more about COVID-19 (coronavirus), we’re taking action to ensure members have access to the care they need, when they need it.

Routine or elective care during COVID-19

If you have been postponing routine care, such as childhood immunizations or care for a chronic condition, now may be a good time to reach out to your doctor to check in. Some visits can be held using telehealth, but others may require an in-person visit. It is important to avoid delays in follow up clinical care with your doctor. This is especially true for people with chronic conditions such as diabetes, heart disease or chronic lung issues such as asthma or COPD.
Many doctor’s offices have established new protocol for scheduling routine visits, keeping waiting areas safe, and requiring personal protective equipment, such as masks, for all visitors.

Questions to ask your doctor when scheduling a follow up visit include:

  • Can this visit be conducted through telehealth or virtual care?
  • What is the protocol to park, check in and be seen for an in-person office visit?
  • What are the precautions being taken (such as wearing masks, limiting patient volume or disinfection practices) to guard against COVID-19 for your patients and staff?
  • Are sick patients separated from well patients when seen for in-person office visits?
  • Do you have separate waiting areas for well visits or elective procedure follow up visits?
  • Does a separate staff support routine clinical visits versus those assisting in sick patients?
  • Are you scheduling well patient visits or elective procedure check ins at specific times of day, separating them from sick visits?

If you have been waiting for an elective procedure, such as a knee replacement, some practices are beginning to lift restrictions. Contact your doctor’s office directly to learn more about what or when such procedures may resume. To learn more, visit your state’s health department website.

We’ve taken the following steps to support our members:

  • If a doctor believes you need to be tested for COVID-19, no pre-authorization is required.
  • We will cover the cost of COVID-19 diagnostic testing and treatment at in-network providers, including in-patient medications, with no cost share to fully insured members, including those with high-deductible health plans and HSAs. Out-patient medications treating COVID-19 will be covered at the normal member cost share.
  • We will also cover the cost of COVID-19 antibody tests when they are ordered by a provider and part of appropriate medical care.
    • Tests must be performed at a CLIA-certified lab or have FDA-Emergency Use Authorization.
    • COVID-19 antibody tests for public health tracking or for employment purposes are not covered.
  • We’re in contact with high-risk members using our case management services to ensure they have the support they need.
  • As we learn of members diagnosed with the virus, we are reaching out to provide personalized support.
  • For medications that treat chronic conditions, such as heart disease, asthma, diabetes and others, you may also request a 90-day refill. Some drugs are not eligible for extended day supply, including controlled substances and certain specialty drugs. You may reference our drug lists to confirm your medicine is eligible. Drugs in the “Narcotics” section or marked “SP” are not eligible for 90-day refill. Sign in to see your plan’s specific drug list.
  • Members with pharmacy coverage through BridgeSpan can order home-delivery prescriptions through the AllianceRx Walgreens Prime website.

During the COVID-19 state of emergency, we have expanded access to virtual care for most members through Dec. 31, 2020. Services may include virtual office visits through telehealth, instant messaging with doctors and nurses, and home health visits in select areas. This includes primary care and behavioral health appointments for both routine preventive services and COVID-19-related concerns. These convenient virtual care options help minimize the spread of infection and ease pressure on providers' offices and emergency rooms.

If you need an appointment, you can:

  • Call your doctor's office and ask about virtual care options,
  • Call BridgeSpan Customer Service for available solutions according to your plan and health needs,
  • Or sign in to your account to see what options are available to you. If you haven’t yet registered for an account, now is a good time to do so.

Please, also refer to the Centers for Disease Control and Prevention (CDC) guidelines for more prevention information and COVID-19 updates.

Frequently asked questions

We've prepared the following FAQ with more information about COVID-19:

 There’s a lot of information out there about COVID-19. What sources should I trust?

Trusted sources for the most up-to-date information about COVID are the Centers for Disease Control and Prevention, the World Health Organization, and the health department in your state.

 How can I get tested for COVID-19?

If you feel sick with fever, cough, or difficulty breathing, it’s best to call your doctor, pharmacist or urgent care center instead of going in person. That way they can set up a safe space for when you arrive. If your provider believes you need to be tested, there is no pre-authorization required. Antigen or molecular diagnostic testing and the associated office visit will be covered at 100%. We also cover antibody tests at no cost to members if they are part of appropriate medical care. Tests must be performed at a CLIA-certified lab, or the test manufacturer must have FDA Emergency Use Authorization.

We’ve created a go-to guide with answers to common questions and links to trusted information sources to help you stay safe and informed as the testing landscape changes.

 What are the symptoms of COVID-19?

Symptoms reported in patients with COVID-19 include mild to severe fever, cough, difficulty breathing, chills, repeated shaking with chills, muscle pain, headache, sore throat, new loss of taste or smell, nausea, vomiting or diarrhea. Symptoms may occur 2-14 days after exposure to COVID-19. For the latest information about COVID-19, please visit the CDC website.

 What should I do if I have symptoms of COVID-19?

If you have symptoms like those listed above, limit your exposure to others and call your doctor or urgent care. If you need help finding a doctor or urgent care center, call the number on the back of your BridgeSpan member ID card.

 Is there a vaccine for COVID-19?

There is no vaccine currently available.

 Is there a treatment for COVID-19?

The US Food and Drug Administration (FDA) has issued Emergency Use Authorization (EUA) for specific drugs that have shown promise in treating COVID-19. Treatment for COVID-19 is patient-specific and directed by the attending provider. In-patient treatment at in-network providers for COVID-19 is covered with no member cost-share through Dec. 31, 2020.

 What can I do to protect myself?

There is currently no vaccine to prevent COVID-19. The best way to prevent illness is to avoid being exposed to this virus. As a reminder, the CDC always recommends everyday preventive actions to help prevent the spread of all respiratory diseases, including:

  • Wear a face mask when you are in public or with people outside your household and you cannot maintain a six-foot distance from them.
  • Stay home when you are sick.
  • Avoid close contact with people who are sick.
  • Avoid touching your eyes, nose, and mouth.
  • Cover your cough or sneeze with a tissue, then throw the tissue in the trash.
  • Clean and disinfect frequently touched objects and surfaces using a regular household cleaning spray or wipe.
  • Wash your hands often with soap and water for at least 20 seconds, especially after going to the bathroom; before eating; and after blowing your nose, coughing, or sneezing.
  • If soap and water are not readily available, use an alcohol-based hand sanitizer with at least 60% alcohol. Always wash hands with soap and water if hands are visibly dirty.
 What should I do if I believe I was in contact with someone with COVID-19?

The CDC has the most relevant and up-to-date resources for people who think they may have been exposed to COVID-19.

 What is BridgeSpan doing to address this new virus?

BridgeSpan is working with our network providers, care managers and customer service professionals to ensure they have the latest information about the virus and can support our members who have questions or concerns. We are covering the cost of COVID-19 antigen or molecular diagnostic testing, the associated office visit, and COVID-19 treatment at in-network providers, including in-patient medications, at no cost share for our fully insured members. Out-patient medications treating COVID-19 will be covered at the normal member cost share. We also cover antibody tests at no member cost share when they are part of appropriate medical care. For medications that treat chronic conditions, members may also request a 90-day refill. Our employees remain highly focused on planning and readiness to ensure we are here to support members and customers. This includes reaching out to provide personalized support as we learn of members diagnosed with the virus.