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 family, please call us at 1-877-973-0712 toll-free.
FREQUENTLY-ASKED QUESTIONS ABOUT ALOHACARE'S MEMBER BENEFITS FOR COVID-19
Can I get the COVID-19 vaccine?
Currently everyone ages 12 or older is eligible to get the COVID-19 vaccine. Please talk to your provider if you have had allergic reactions to vaccines or have other questions about getting vaccinated.
Where can I get the vaccine?
There are a number of locations throughout the state where you can get the COVID-19 vaccine. Please check the Hawaii Department of Health COVID-19 vaccine website.
How much do I have to pay to get the vaccine?
The COVID-19 vaccine is available at no cost to you. Please show your AlohaCare member ID when checking in at the vaccination site.
Where can I get more information about the vaccines available?
You can learn more about COVID-19 and the vaccines available at the Centers for Disease Control and Prevention website or visit the Hawaii Department of Health website.
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 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 (From the Centers for Disease Control and Prevention)
What is COVID-19?
COVID-19 is a disease caused by a virus called SARS-CoV-2. Most people with COVID-19 have mild symptoms, but some people can become severely ill. Although most people with COVID-19 get better within weeks of illness, some people experience post-COVID conditions. Post-COVID conditions are a wide range of new, returning, or ongoing health problems people can experience more than four weeks after first being infected with the virus that causes COVID-19. Older people and those who have certain underlying medical conditions are more likely to get severely ill from COVID-19. Vaccines against COVID-19 are safe and effective.
How is COVID-19 spread?
COVID-19 is thought to spread mainly through close contact from person to person, including between people who are physically near each other (within about 6 feet). People who are infected but do not show symptoms can also spread the virus to others. Cases of reinfection with COVID-19 have been reported but are rare. We are still learning about how the virus spreads and the severity of illness it causes. COVID-19 spreads very easily from person to person. How easily a virus spreads from person to person can vary. The virus that causes COVID-19 appears to spread more efficiently than influenza but not as efficiently as measles, which is among the most contagious viruses known to affect people.
Important Ways to Slow the Spread
- Get a COVID-19 vaccine as soon as you can. Find a vaccine.
- Wear a mask that covers your nose and mouth to help protect yourself and others.
- Stay 6 feet apart from others who don’t live with you.
- Avoid crowds and poorly ventilated indoor spaces.
- Wash your hands often with soap and water. Use hand sanitizer if soap and water aren’t available.
Wear a mask
- Everyone 2 years and older should wear masks in public.
- Masks should be worn in addition to staying at least 6 feet apart, especially around people who don’t live with you.
- If someone in your household is infected, people in the household should take precautions including wearing masks to avoid spread to others.
- Wash your hands or use hand sanitizer before putting on your mask.
- Wear your mask over your nose and mouth and secure it under your chin.
- Fit the mask snugly against the sides of your face, slipping the loops over your ears or tying the strings behind your head.
- If you have to continually adjust your mask, it doesn’t fit properly, and you might need to find a different mask type or brand.
- Make sure you can breathe easily.
- Masks are required on planes, buses, trains, and other forms of public transportation traveling into, within, or out of the United States and in U.S. transportation hubs such as airports and stations. Travelers are not required to wear a mask in outdoor areas of a conveyance (like on a ferry or the top deck of a bus). CDC recommends that travelers who are not fully vaccinated continue to wear a mask and maintain physical distance when traveling.
Stay 6 feet away from others
- 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.
- Remember that some people without symptoms may be able to spread virus.
- Stay at least 6 feet (about 2 arm lengths) from other people.
- Keeping distance from others is especially important for people who are at higher risk of getting very sick.
- Authorized COVID-19 vaccines can help protect you from COVID-19.
- You should get a COVID-19 vaccine when it is available to you.
- Once you are fully vaccinated, you may be able to start doing some things that you had stopped doing because of the pandemic.
Avoid crowds and poorly ventilated spaces
- Being in crowds like in restaurants, bars, fitness centers, or movie theaters puts you at higher risk for COVID-19.
- Avoid indoor spaces that do not offer fresh air from the outdoors as much as possible.
- If indoors, bring in fresh air by opening windows and doors, if possible.
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 readily 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.
Cover coughs and sneezes
- If you are wearing a mask: You can cough or sneeze into your mask. Put on a new, clean mask as soon as possible and wash your hands.
- If you are not wearing a mask: 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 high touch surfaces daily. This includes tables, doorknobs, light switches, countertops, handles, desks, phones, keyboards, toilets, faucets, and sinks.
- If someone is sick or has tested positive for COVID-19, disinfect frequently touched surfaces. Use a household disinfectant product from EPA’s List N: Disinfectants for Coronavirus (COVID-19)external icon according to manufacturer’s labeled directions.
- If surfaces are dirty, clean them using detergent or soap and water prior to disinfection.
Monitor your health daily
- Be alert for symptoms. Watch for fever, cough, shortness of breath, or other symptoms of COVID-19.
- Especially important if you are running essential errands, going into the office or workplace, and in settings where it may be difficult to keep a physical distance of 6 feet.
- Take your temperature if symptoms develop.
- Don’t take your temperature within 30 minutes of exercising or after taking medications that could lower your temperature, like acetaminophen.
- Follow CDC guidance if symptoms develop.
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.
- Additional guidance is available for those living in close quarters and shared housing.
- See COVID-19 and Animals if you have questions about pets.
- If you are diagnosed with COVID-19, someone from the health department may call you. Answer the call to slow the spread.
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:
808-973-0712 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:
808-973-6395 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 808-973-1650 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
COVID Vaccination Resources