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 your 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 December 2020. You and 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.
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.
- It's especially important to wash:
- Before eating or preparing food
- Before touching your face
- After using the restroom
- After leaving a public place
- After blowing your nose, coughing, or sneezing
- After handling your mask
- After changing a diaper
- After caring for someone sick
- After touching animals or pets
- 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
- Inside your home: Avoid close contact with people who are sick.
- If possible, maintain 6 feet between the person who is sick and other household members.
- Outside your home: Put 6 feet of distance between yourself and people who don't live in your household.
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.
- The mask is meant to protect other people in case you are infected.
- Everyone should wear a mask in public settings and when around people who don't live in your household, especially when other social distancing measures are difficult to maintain.
- Masks 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.
- Do NOT use a mask meant for a healthcare worker. Currently, surgical masks and N95 respirators are critical supplies that should be reserved for healthcare workers and other first responders.
- Continue to keep about 6 feet between yourself and others. The mask is not a substitute for social distancing.
Cover coughs and sneezes
- Always cover your mouth and nose with a tissue when you cough or sneeze or use the inside of your elbow and do not spit.
- 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.
- Then, use a household disinfectant. Most common EPA-registered household disinfectants will work.
What should I do if I think I may have COVID-19?
Stay home, except to get medical care.
- Stay home: Most people with COVID-19 have mild illness and can recover at home without medical care. Do not leave your home, except to get medical care. Do not visit public areas.
- Take care of yourself. Get rest and stay hydrated. Take over-the-counter medicines, such as acetaminophen, to help you feel better.
- Stay in touch with your doctor. Call before you get medical care. Be sure to get care if you have trouble breathing, or have any other emergency warning signs, or if you think it is an emergency.
- Avoid public transportation, ride-sharing, or taxis.
Separate yourself from other people
As much as possible, stay in a specific room and away from other people and pets in your home. If possible, you should use a separate bathroom. If you need to be around other people or animals in or outside of the home, wear a mask.
Tell your close contacts that they may have been exposed to COVID-19. An infected person can spread COVID-19 starting 48 hours (or 2 days) before the person has any symptoms or tests positive. By letting your close contacts know they may have been exposed to COVID-19, you are helping to protect everyone.
Monitor your symptoms
- Symptoms of COVID-19 include fever, cough, or other symptoms.
- Follow care instructions from your healthcare provider and local health department. Your local health authorities may give instructions on checking your symptoms and reporting information.
Call ahead before visiting your doctor
- Call ahead. Many medical visits for routine care are being postponed or done by phone or telemedicine.
- If you have a medical appointment that cannot be postponed, call your doctor’s office, 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