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The CVS Health Enterprise Response and Resiliency and Infectious Disease Response teams are actively monitoring the rapidly evolving international coronavirus outbreak, which was declared a pandemic by the World Health Organization (WHO) on March 12.
Below is information about the virus – including guidance from the WHO and the Centers for Disease Control (CDC) - tips for staying healthy and a few procedures that CVS Health has implemented that focus on the health and safety of our colleagues, customers and patients. For more information about the virus, please visit the CDC and/or WHO websites dedicated to this issue.
*The content below is not intended to be a substitute for professional medical advice, diagnosis or treatment. Always seek the advice of your physician or other qualified health provider with any questions you may have regarding a medical condition.
The CDC and WHO are actively monitoring the novel coronavirus strain that causes a respiratory illness called COVID-19. On March 11, 2020, the WHO declared the situation a pandemic. Visit the CDC Traveler’s Health website for travel notices and precautions.
Common signs of infection include respiratory symptoms, fever, cough, shortness of breath and breathing difficulties. In more severe cases, infection can cause pneumonia, severe acute respiratory syndrome, kidney failure, and even death.
Older adults, as well as people with underlying chronic medical conditions like heart disease, diabetes, and lung disease, seem to be at higher risk for developing serious complications with COVID-19.
Currently, there is limited information about risk of COVID-19 to pregnant women. During pregnancy, women experience immunologic and physiologic changes that might increase their risk for severe illness with COVID-19. Because of this, pregnant women are considered an at-risk population for adverse outcomes. Prevention efforts are especially important.
Human coronaviruses are usually spread from an infected person to others through the air by coughing and sneezing and through close personal contact, such as touching or shaking hands.
It may be possible that a person can get COVID-19 by touching a surface or object that has the virus on it and then touching their own mouth, nose, or possibly their eyes, but this is not thought to be the main way the virus spreads.
For more information about the transmission of COVID-19, please see the CDC website.
The World Health Organization announced the official name for the disease caused by the new coronavirus on February 11, 2020. The new name is COVID-19, short for “coronavirus disease 2019.”
Aetna is waiving member cost-sharing for diagnostic testing related to COVID-19. This policy covers the cost of a physician-ordered test and the office, clinic or emergency room visit that results in the administration of or order for a COVID-19 test. The test can be done by any approved laboratory. This member cost-sharing waiver applies to all Commercial, Medicare and Medicaid lines of business. The policy also aligns with new Families First Coronavirus Response Act requiring all health plans to provide coverage of COVID-19 testing without cost share. The requirement also applies to self-insured plans.
Aetna will waive member cost-sharing for inpatient admissions at all in-network and out-of-network facilities for treatment of COVID-19 or health complications associated with COVID-19. This policy applies to all Aetna-insured commercial and Medicare Advantage plans. Self-insured plan sponsors will be able to opt-out of this program at their discretion.
Yes, Aetna will cover the cost for treatment of COVID-19 for our Medicare Advantage members in full in the provider office. We will also cover the cost of the hospital stay for all of our Medicare Advantage members admitted March 25, 2020 through June 1, 2020.
Regulations regarding cost-sharing for Medicaid beneficiaries vary by state and continue to evolve in light of the current situation. We have suspended cost-sharing requirements, including premiums and copays, for adults and children covered by Medicaid and CHIP, in those states where permitted to do so by the appropriate regulators.
This change is effective immediately and will apply to any such admission between March 25, 2020 and June 1, 2020.
All claims received for Aetna-insured members going forward will be processed based on this new policy. If in-patient treatment was required for a member with a positive COVID-19 diagnosis prior to this announcement it will be processed in accordance with this new policy. In the event a claim has already been processed prior to this policy going into effect, members should contact Customer Service to so the claim can be reprocessed accordingly.
Effective immediately, Aetna members will have access to the following resources:
NOTE: Virtual health care providers, including Teladoc®, are experiencing unprecedented volumes and customers may experience longer than usual wait times. CVS Health and Aetna are partnering with our virtual health care providers to closely monitor and address wait times and capacity. When seeking virtual care, members are encouraged to schedule their visits and to postpone elective care at this time.
No, members with a telemedicine benefit can take advantage of this no-cost telemedicine benefit for any reason, include general medical, behavioral health and dermatology visits.5
Yes, the no-cost benefit applies to telemedicine visits for behavioral health.6
No, this no-cost benefit only applies to real-time virtual care delivered by an in-network provider. Non-participating provider coverage is based on the member’s benefit/plan design for out-of-network benefits.7
Yes. Providers can temporarily use non-public facing synchronous video chat platforms, such as Skype® and FaceTime®, to complete telemedicine visits as long as these platforms are allowed in their states and they are able to meet the standard of care via a telehealth encounter. Health care providers should not, however, use public-facing video applications, such as Facebook Live®, Twitch® or TikTok®. For more information, refer to the temporary Federal guidelines concerning use of these platforms during the COVID-19 pandemic.9
Both the state and federal government are strongly encouraging the use of telemedicine to help contain the spread of the COVID-19 virus and to protect critical healthcare providers. We continue to see new directives issued to encourage or mandate the use of telemedicine as an alternative to traditional face-to-face encounters for COVID-19-related advice and other less acute health needs.
To encourage this critical change in behavior, Aetna implemented a temporary 90-day waiver of member cost sharing for telemedicine services. Although recent IRS liberalizations addressing COVID-19 testing and treatment for high-deductible health plans did not explicitly address the broader use of telemedicine, we believe this action is in the spirit of those liberalizations and fully consistent with other directives of the federal government. This is a modest, time-limited initiative to advance the goals of those directives.8
Your doctor is in the best position to advise if testing is needed based on your symptoms. With tests in limited supply, providers are using a strict set of guidelines to determine when testing is appropriate.
If your symptoms change, contact your doctor again.
CVS Health is implementing the following programs to educate members about COVID-19 and help address any associated anxiety and stress:
No. Due to HIPAA restrictions, adult members can only register dependents who are minors (below the age of 18). Adult dependents must register themselves for Teladoc®.11
Members can use Teladoc or their provider may be able to offer them services over the phone or through a telemedicine platform where you have a real-time visual connection. Members should contact their provider to check availability.
Members should contact their doctor to see which telehealth services they may be able to offer their patients and how to schedule them.
Yes, we have temporarily made Teladoc® available to all of our Medicare Advantage members at no cost. However, we encourage members to seek virtual care from their own doctors when possible to maintain care continuity.
To access Teladoc®, members can call 1-855-TELADOC (855-835-2362) or visit https://member.teladoc.com/aetna for help. It’s available 24/7. 9
Yes, along with all telehealth services, we have waived copays until further notice.10
Yes, we have temporarily made Teladoc® available to all of our Medicare Advantage members at no cost. However, we encourage members to seek virtual care from their own doctors when possible to maintain care continuity.11
No. Right now this service is not available.
We recommend using mail-order – it’s available for most maintenance medications (medication members take regularly for things like high blood pressure, asthma or diabetes). There’s no delivery fee and members can have up to a 90-day supply delivered directly to their home.
To get started with mail-order, members can either call the phone number on their ID card or visit aetnamedicare.com.
In addition to mail-order, most home delivery fees have been waived for prescriptions purchased from a CVS retail pharmacy. Through May 1st, 2020, charges for standard 1- to 2-day delivery fees are waived. Same-day delivery cost is $7.99.
CVS Pharmacy has waived most home-delivery fees for prescriptions purchased from them. Through May 1, 2020, charges for standard 1- to 2-day delivery fees are waived. Same-day delivery cost is $7.99.
Yes, all Medicare members with prescription drug coverage (MAPD and PDP) may request early refills on maintenance medications, if needed.
No, members can contact their pharmacy directly for assistance.
Yes, however, members will have to pay for their prescription and submit a claim form to get reimbursed. Therefore, we strongly recommend that members use network pharmacies. Members with specific network issues should call the phone number on their ID card.
The Food and Drug Administration (FDA) has not indicated there are any concerns with drugs manufactured in China. The FDA protects public health by promoting supply chain integrity and working to ensure medicines imported to the U.S. meet legal and regulatory requirements. Imported drugs must meet FDA’s standards for quality, safety and effectiveness.
We are closely monitoring drug supply and currently do not see any disruptions to the supply chain as a result of COVID-19 that would affect our ability to fill prescriptions. As always, we encourage you to fill your prescriptions in a timely manner.
As announced on March 13, 2020, we’ve been working with the federal government and other partners to help facilitate increased frequency and efficiency of COVID-19 testing as part of our multifaceted response to the pandemic. Public-private partners are a powerful resource, especially in times of need, and all parties have been focused on expanding access to testing as soon as possible.
On Thursday, March 19, 2020, in close coordination with the U.S. Department of Health and Human Services, the U.S. Public Health Service, and Governor Charlie Baker’s administration, CVS opened a COVID-19 testing site for a limited population in the parking lot of a CVS Pharmacy in Shrewsbury, Massachusetts. It’s important to understand that this is our first site, which means there will likely be issues that arise. Those issues will be promptly addressed and will be used to inform and guide the opening of other sites – in CVS Pharmacy parking lots and elsewhere. The goal of the first test site is to serve as a model for testing.
Locations are being selected in close coordination with the administration and other companies involved and will be based on the number of tests available and geographic need.
At this time, we don’t expect a large number of locations to offer testing initially.
Testing duration will be reassessed on an ongoing basis.
CVS Pharmacy began a testing program at one pharmacy in Shrewsbury, MA, beginning March 19, 2020, and is in the process of discussing with federal and state governments the potential of additional sites. This program is focused on working with first responders in the community (e.g., local fire and police departments, EMTs, and local hospitals).
Aetna will allow your dentist to determine what constitutes an emergency and Aetna will cover emergency care for both PPO and DMO members with no referral required.
You should call your dentist’s office to find out how they are handling emergencies and follow their instructions. If you are having trouble reaching your dentist directly, you can contact Aetna member services and our team will assist you with finding a dental provider.
Aetna will pay all out-of-network emergency claims as in-network during this time for both DMO and PPO members.
Aetna will grant an extension once dental offices reopen. More details will be communicated in the coming weeks.
During this time many dentists are offering tele-dentistry services to facilitate emergency oral evaluations of their patients using telephone and video-conferencing capabilities. We encourage members to contact their current dentist to see if such services are offered.
If they are being offered, Aetna’s policy has always been that any oral evaluation covered under our dental plans will be reimbursed no matter whether it is performed via tele-dentistry or in a traditional practice setting. Aetna will cover all emergency exams at 100% during the COVID-19 pandemic crisis.
Although there are currently no vaccines available to protect against human coronavirus infection, you may be able to reduce your risk of infection by washing your hands often, avoiding touching your eyes, nose, or mouth with unwashed hands, and avoiding close contact with people who are sick.
If you have cold-like symptoms, as a courtesy to your co-workers and others, please remain at home while you are sick:
If you share a work station or equipment with others, please wipe it down with disinfectant wipes after use. Surfaces in any area occupied by an individual who has been diagnosed with COVID-19 should be washed with 70 percent ethyl alcohol or chlorine solution. For information about disinfecting your work station, equipment, or home, visit the CDC's Clean and Disinfect website.
For information about hand washing, see the CDC’s Clean Hands Save Lives website.
Most people with common human coronavirus illness will recover on their own. Although there are no specific treatments for illnesses caused by human coronaviruses, you can take the following actions to help relieve symptoms if you are mildly sick:
No, but since there is no treatment for COVID-19, getting available immunizations for other lung infections, like flu, pneumonia and whooping cough is important. This is especially important for those who have weakened immune systems or who may have a more serious illness. Additionally, while COVID-19 is circulating, these immunizations will help decrease the burden on health care delivery systems
The CDC recommends that anyone with symptoms of COVID-19, returning from a CDC-designated “Level 2” or “Level 3” advisory area, or who has been in contact with someone who is suspected or confirmed of having the coronavirus within the last 14 days, should be tested.
Patients who have concerns that they may have been exposed to COVID-19 or may have symptoms of COVID-19 should contact their health care provider to determine the need for a test. The tests will likely be nasal or pharyngeal swabs that are then sent to a laboratory. Please see “Accessing COVID-19 Testing at CVS Locations” section for more information.
We are still learning about the novel coronavirus that causes COVID-19 and how it spreads. At this time, the WHO and CDC have stated that the likelihood of novel coronavirus contaminating cardboard or other shipping containers is low. Our shipping carriers follow CDC guidelines to protect their employees and recipients of our orders, and this includes best practices for cleaning, social distancing and sanitizing. Our shipping suppliers have largely relaxed the requirement for a physical signature for orders that would normally require one. We are sourcing additional personal protective equipment such as gloves and masks for our staff, and training staff on its proper and effective use. We regularly sanitize the bins that transport orders throughout pharmacy processes. For more information, please check the CDC website.
As the novel coronavirus (COVID-19) continues to spread, CVS Health is taking steps to address the outbreak and protect member access to medication. The latest steps we are taking will help ensure patients have options available to them when it comes to filling prescriptions. Steps we are taking include:
Telemedicine and Virtual Care services enable patients to talk with a health care provider and have a basic screening to determine their risk for COVID-19, without having to leave home.
Unfortunately, at this time MinuteClinic Video Visits are not covered by insurance. While we are working to change this as quickly as possible, at this time we recommend patients check to see if their health insurance plan offers a telemedicine benefit.
If their insurance plan does not offer this benefit, or if they don’t have health insurance, in alignment with CDC and CMS recommendations, and in the interest of keeping our providers and patients safe during this pandemic, Minute Clinic has developed a temporary COVID-19 waiting room protocol. The purpose of this protocol is to further enhance our infection control procedures for patients prior to them being seen in the clinic.13
We are closely monitoring the global manufacturing environment. At this time, we do not see any disruptions to the supply chain, as a result of COVID-19, that will affect our ability to fill prescriptions.
Aetna Resources For Living (RFL) is offering support and resources to individuals and organizations who have been impacted by Coronavirus. Through this liberalization, those in need of support can access RFL services whether or not they have it as part of their benefits.
Support to individuals and organizations that don’t have RFL includes:
You can find more information on COVID-19 at these links:
The information contained in this FAQ is subject to change at the discretion of CVS at any time, for any reason and without advanced notice.
1 Available in select states for select conditions. Other restrictions apply. To receive these services, you will be connected to a trusted third-party provider.
2 Please refer to your specific plan design, or call the number on the back of your ID card, to confirm benefits if you are a member of one of the following: Banner|Aetna, Sutter Health | Aetna, Texas Health Aetna, Innovation Health, Allina Health | Aetna
3 Disclaimer: Regulations regarding telehealth services and care package availability for Aetna Medicaid members varies by state and, in some cases, are changing in light of the current situation. Aetna Medicaid members with questions about their benefits are encouraged to call the member services phone number on the back of their ID cards.
4 Disclaimer: Regulations regarding telehealth services and care package availability for Aetna Medicaid members varies by state and, in some cases, are changing in light of the current situation. Aetna Medicaid members with questions about their benefits are encouraged to call the member services phone number on the back of their ID cards.
5 Disclaimer: Regulations regarding telehealth services and care package availability for Aetna Medicaid members varies by state and, in some cases, are changing in light of the current situation. Aetna Medicaid members with questions about their benefits are encouraged to call the member services phone number on the back of their ID cards.
6 Disclaimer: Regulations regarding telehealth services and care package availability for Aetna Medicaid members varies by state and, in some cases, are changing in light of the current situation. Aetna Medicaid members with questions about their benefits are encouraged to call the member services phone number on the back of their ID cards.
7 Disclaimer: Regulations regarding telehealth services and care package availability for Aetna Medicaid members varies by state and, in some cases, are changing in light of the current situation. Aetna Medicaid members with questions about their benefits are encouraged to call the member services phone number on the back of their ID cards.
8 Disclaimer: Regulations regarding telehealth services and care package availability for Aetna Medicaid members varies by state and, in some cases, are changing in light of the current situation. Aetna Medicaid members with questions about their benefits are encouraged to call the member services phone number on the back of their ID cards.
9 Disclaimer: Regulations regarding telehealth services and care package availability for Aetna Medicaid members varies by state and, in some cases, are changing in light of the current situation. Aetna Medicaid members with questions about their benefits are encouraged to call the member services phone number on the back of their ID cards.
10 Disclaimer: Regulations regarding telehealth services and care package availability for Aetna Medicaid members varies by state and, in some cases, are changing in light of the current situation. Aetna Medicaid members with questions about their benefits are encouraged to call the member services phone number on the back of their ID cards.
11 Disclaimer: Regulations regarding telehealth services and care package availability for Aetna Medicaid members varies by state and, in some cases, are changing in light of the current situation. Aetna Medicaid members with questions about their benefits are encouraged to call the member services phone number on the back of their ID cards.
12 Free 1- to 2-day Rx shipping applies to orders from March 9, 2020, to May 1, 2020.
13 Disclaimer: Regulations regarding telehealth services and care package availability for Aetna Medicaid members varies by state and, in some cases, are changing in light of the current situation. Aetna Medicaid members with questions about their benefits are encouraged to call the member services phone number on the back of their ID cards.
14 Disclaimer: Regulations regarding telehealth services and care package availability for Aetna Medicaid members varies by state and, in some cases, are changing in light of the current situation. Aetna Medicaid members with questions about their benefits are encouraged to call the member services phone number on the back of their ID cards.
15 Free 1- to 2-day Rx shipping applies to orders from March 9, 2020, to May 1, 2020.
16 Disclaimer: Regulations regarding telehealth services and care package availability for Aetna Medicaid members varies by state and, in some cases, are changing in light of the current situation. Aetna Medicaid members with questions about their benefits are encouraged to call the member services phone number on the back of their ID cards.
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