COVID-19 Resources To Keep You Informed & Healthy
Coronavirus (COVID-19) Information from AlohaCare
Your health, safety, and well-being are our top priorities. We're closely monitoring activity around the novel (new) coronavirus, or COVID-19, and are committed to helping you stay informed and updated on how to access the care you need during this evolving health issue.
AlohaCare offices are closed to walk-in visitors. While our offices are closed to walk-in visitors, we remain open for business and are available to assist you over the phone.
In Hawaii, healthcare facilities, pharmacies and critical services should continue to operate in the best interest of the public. Due to the quickly-changing nature of the situation, we encourage you to check the local news daily.
This page is intended to provide general information and resources. For special assistance or specific questions or concerns related to the health needs of you or your ohana, please call us at 1-877-973-0712 toll-free.
Please be on the alert for scam calls and emails claiming to be from AlohaCare. Scammers have been reported to be using a caller ID that looks like AlohaCare and are requesting social security numbers. AlohaCare does not ask members for social security numbers. If you get a call from AlohaCare asking for your social security number, hang up and report it to us at the numbers below. We will notify authorities.
FREQUENTLY-ASKED QUESTIONS ABOUT ALOHACARE'S MEMBER BENEFITS FOR COVID-19
Am I covered for the cost of a COVID-19 test?
Yes, AlohaCare will fully cover medically-necessary diagnostic tests for COVID-19, according to the Centers for Disease Control and Prevention (CDC) guidelines.
Should I be tested for COVID-19 infection?
If you have COVID-19 symptoms, contact your doctor to see if you should be tested. Your doctor will work with the Hawaii Department of Health and CDC to determine if you need to be tested for COVID-19. Be prepared to discuss your symptoms and recent travel history.
Do I need to get an approval from AlohaCare before I get tested or treated for COVID-19?
A prior authorization is not needed for diagnostic tests and covered services that are medically-necessary and follow COVID-19 CDC guidelines. Currently, COVID-19 testing sites are requesting that you obtain a referral from your Primary Care Physician or doctor to make sure that the people who are showing symptoms are tested.
If I test positive for COVID-19, will my treatment be covered?
Yes, care for the treatment of COVID-19 is covered under your current plan benefit.
Is there an alternative to in-person doctor visits?
Yes, you may be able to set up a phone call or video chat with your provider so you don't have to leave your home. Many providers are using these methods to talk with their patients about their symptoms and concerns. Call you provider and ask if they offer telehealth visits.
Can I get care that was authorized but was postponed because of the stay-at-home orders?
Yes, all expired and unused authorizations for surgeries, procedures for diagnosis, off-island specialist office consultations and hemodialysis have been extended through September 2020. You can your provider do not need to do anything. Other services will require a new authorization because your needs may have changed.
Can I refill my medication early?
Yes, if you are displaced or impacted by social distancing, call us at 1-877-973-0712 toll-free and ask for an early refill override.
Can I get more than a month's supply of my medication?
Yes, members who have a maintenance drug prescription with refills, can request a 90-day supply from your pharmacy. Maintenance drugs are prescriptions commonly used to treat conditions that are considered chronic or long-term. These conditions usually require regular, daily use of medicines. Examples of maintenance drugs are those used to treat high blood pressure, heart disease, asthma and diabetes.
Can my medications be delivered to my home?
Yes, pharmacies across Hawaii are offering free home delivery, free mail delivery, or drive-by pick up. Call your pharmacy to see if they offer a free delivery service.
Below are pharmacies that offer this service. This list is subject to change.
Visit their website or contact the pharmacy by phone to set up delivery.
Free deliveries to other sites - Pahoa & Ka'u
Pick-up at clinics with drive by service.
Ho'ola Lahui CHC
Kokua Kalihi Valley CHC
Free delivery to 96817 and 96819
No service to Linapuni & Ahonui area.
Drive-by for pickup
Free mail delivery
Delivery available through April 19, 2020.
Curbside drop off and pickup; free mail order services available to Honolulu
Delivery available until May 1, 2020. Orders must be requested by 10:30 AM the day before for next day delivery. Must be home from 12-4 pm on day of delivery.
Waianae Coast Comprehensive Health Center
Free Delivery service available to both Waianae & Kapolei clinics.
NOTE: Kapolei clinic is only providing curbside while assessing need for free delivery service at this time.
Waimanalo Health Center
Free mail delivery
Must sign up via text messaging. In store sign up not available.
Free mail delivery shipped from the mainland
Contact AlohaCare for an approval.
GENERAL QUESTIONS AND ADDITIONAL INFORMATION
What is COVID-19?
Coronaviruses are a family of viruses that are common to both animals and people. However, this most recent outbreak is due to a new virus first identified in Wuhan, China in late 2019. The illness it causes is called Coronavirus Disease 2019 or COVID-19.
COVID-19 is a respiratory virus. In addition to symptoms associated with the common cold or influenza (flu) such as fever, fatigue and achiness, it can also cause shortness of breath and other complications, such as pneumonia.
In most cases, symptoms are mild but can be more severe and require hospitalization, especially among the elderly and people with underlying medical conditions.
How is COVID-19 spread?
- There is currently no vaccine to prevent coronavirus disease 2019 (COVID-19).
- The best way to prevent illness is to avoid being exposed to this virus.
- The virus is thought to spread mainly from person-to-person.
- Between people who are in close contact with one another (within about 6 feet).
- Through respiratory droplets produced when an infected person coughs, sneezes or talks.
- These droplets can land in the mouths or noses of people who are nearby or possibly be inhaled into the lungs.
- Some recent studies have suggested that COVID-19 may be spread by people who are not showing symptoms.
How do I protect myself?
Wash your hands often.
- Wash your hands often with soap and water for at least 20 seconds especially after you have been in a public place, or after blowing your nose, coughing, or sneezing.
- If soap and water are not available, use a hand sanitizer that contains at least 60% alcohol. Cover all surfaces of your hands and rub them together until they feel dry.
- Avoid touching your eyes, nose and mouth with unwashed hands.
Avoid close contact.
Cover your mouth and nose with a cloth face cover when around others.
- You could spread COVID-19 to others even if you do not feel sick.
- Everyone should wear a cloth face cover when they have to go out in public. For example, to go to the grocery store or to pick up other necessities.
- Cloth face coverings should not be placed on young children under age 2, anyone who has trouble breathing, or is unconscious, incapacitated or otherwise unable to remove the mask without assistance.
- The cloth face cover is meant to protect other people in case you are infected.
- Do NOT use a facemask meant for a healthcare worker.
- Continue to keep about 6 feet between yourself and others. The cloth face cover is not a substitute for social distancing.
Cover coughs and sneezes.
- If you are in a private setting and do not have on your cloth face covering, remember to always cover your mouth and nose with a tissue when you cough or sneeze or use the inside of your elbow.
- Throw used tissues in the trash.
- Immediately wash your hands with soap and water for at least 20 seconds. If soap and water are not readily available, clean your hands with a hand sanitizer that contains at least 60% alcohol.
Clean and disinfect.
- Clean AND disinfect frequently-touched surfaces daily. This includes tables, doorknobs, light switches, countertops, handles, desks, phones, keyboards, toilets, faucets, and sinks.
- If surfaces are dirty, clean them: Use detergent or soap and water prior to disinfection.
What should I do if I think I may have COVID-19?
Stay home, except to get medical care.
- Stay home: People who are mildly ill with COVID-19 are able to recover at home. Do not leave, except to get medical care. Do not visit with friends and family, or go to public areas. If you work, call in sick and let your employer know that you may have COVID-19.
- Call first before going to the doctor. Monitor your condition — be sure to get care if you feel worse. If you think it is an emergency, call 9-1-1 and let the operator know you may have COVID-19.
- Avoid public transportation: This includes the bus, ride-sharing and taxis.
Separate yourself from other people in your home, this is known as isolation.
- Stay away from others: As much as possible, you should stay in a specific “sick room” and away from other people in your home. Use a separate bathroom, if available.
Prepare for periods at home.
- It is important for you and your family to have what you may need to remain inside your home or place of shelter. Here’s a list of some important items that you may need for up to 14 days:
✔ Water and food, including non-perishable goods and frozen foods
✔ Medical supplies such as thermometer and tissue, but also items that may be needed for existing medical conditions, such as a blood pressure monitor or nebulizer
✔ Prescription medications
✔ Personal care items such as toilet paper, diapers, etc.
✔ Unique items commonly used by each member of the family from babies to kupuna
✔ Cleaning supplies – remember to check the label for alcohol content or ability to kill viruses.
✔ Electronics that you may need, especially if you need to work from home
- Call ahead: If you have a medical appointment, call your doctor’s office or emergency department, and tell them you have or may have COVID-19. This will help the office protect themselves and other patients.
If I still have questions or concerns, who can I contact?
There’s a lot of information out there on COVID-19 and trying to navigate it can be overwhelming. We care and are here for you. If you have questions, call us at 1-877-973-0712 toll free. We have nurses and social workers who can speak with you directly.
Where can I get more information on COVID-19?
Visit the following websites for the most current COVID-19 updates from the:
IMPORTANT PHONE NUMBERS AND INFORMATION:
AlohaCare Member Call Center Information
AlohaCare QUEST Integration members, call:
973-0712 or 1-877-973-0712 (toll-free)
TTY/TDD users call 1-877-447-5990.
Hours of Operation: Monday through Friday from 7:45 a.m. to 5:00 p.m.
AlohaCare Advantage Plus (SNP) members, call:
973-6395 or 1-866-973-6395 (toll-free)
TTY/TDD users call 1-877-447-5990 (toll-free)
Hours of Operation: 7 days a week from 8:00 a.m. to 8:00 p.m. (After 3/31 Medicare hours are reduced to Monday through Friday).
Provider Call Center Information
Providers can call 973-1650 or 1-800-434-1002 (toll-free) during regular hours of operation 7:45 a.m. to 5:00 p.m. Monday through Friday.
Please also refer to the most recent Provider Advisory about changes to AlohaCare benefit policies and processes in response to the COVID-19 pandemic.
After-Hours Call Center
Call the numbers provided above for after-hours assistance. Our after-hours answering service will answer calls from members and providers outside of business hours in the evenings and weekends.
Nurse Advice Line
CareNet, our nursing advice line, is available to answer questions from members.
For QUEST Integration members – 1-877-225-8839 (toll-free)
For AlohaCare Advantage Plus (Medicare) members – 1-855-690-5930 (toll-free)
Med-QUEST Eligibility offices remain open. However, Med-QUEST encourages people to:
- Apply for Medicaid benefits online https://medical.mybenefits.hawaii.gov
- Apply by calling if you do not have access to a computer. (808) 524-3370 (Oahu), 1-(800)-316-8005 (Neighbor Islands)
- Please avoid coming to our offices. A drop box is available at our office to receive paper applications if you are unable to apply online or call.
If you have questions about your existing case, we are happy to assist you by phone. Please call your local office at the numbers listed at https://medquest.hawaii.gov/en/contact-us.html