Coronavirus Update

Neighborhood wants you to be get the services you need to be healthy and well. If your PCP is not available due to the COVID-19 emergency, you can go to another PCP. Please access Neighborhood’s provider directoryhere to find an in-network provider or call the Rhode Island Department of Health’s hotline at 401-222-8022.
Neighborhood encourages you to call your provider or the hotline before going to a medical facility to protect everyone. If necessary you will be directed to a safe place to be evaluated for COVID-19.

On Wednesday, March 18, 2020 Governor Raimondo announced an executive order that requires health insurance companies to cover all medically-appropriate telemedicine visits done telephonically, temporarily during the COVID-19 emergency. Previously, only primary and behavioral health care services were covered via telephone, but this new order expands coverage to any medically-appropriate visit type.

Neighborhood has expanded telemedicine coverage for all members to include clinically appropriate and medically necessary services to support you not having to go into your doctor’s office, urgent cares or emergency rooms during the time of the Governor’s executive order. If your plan usually has co pays, deductibles or other cost-sharing, you will not need to pay for the services outlined below.

Neighborhood will cover telemedicine/telephonic services provided by the following provider types:

• Primary care physicians
• All Medical Specialists – defined as any MD, DO, NP and PA
• Optometrists
• Doctors of Podiatric Medicine (DPM’s)
• Lactation Consultants
• Physical, Occupational, and Speech Therapists
• Diabetes Educators
• Nutritionists
• Midwifes
• Urgent Care Centers
• Emergency Departments
• Retail Based Clinics

Your telemedicine visit with your providers can be done through Apple FaceTime, Facebook Messenger video chat, Google Hangouts video, Skype or telephonically.

If you suspect you have COVID-19, contact your provider. Neighborhood will cover the cost for telemedicine/telephone-only services if you suspect you have COVID-19 and are contacting your provider to evaluate your symptoms for COVID-19. If your plan usually has co pays, deductibles or other cost-sharing, you will not need to pay for this service.

Neighborhood’s behavioral health partner Optum, offers virtual visits so you can receive confidential care without leaving your home. For more information on accessing virtual visits, go tolive and work well to locate providers and schedule an appointment with them online.

Neighborhood has expanded telemedicine coverage for all members to include clinically appropriate and medically necessary services to support you not having to go into your doctor’s office, urgent cares or emergency rooms during the time of the Governor’s executive order. If your plan usually has co pays, deductibles or other cost-sharing, you will not need to pay for the services outlined below.

Neighborhood is temporarily waiving prior authorizations for all behavioral health and all inpatient medical services regardless of whether they are COVID-19 related or not. No prior authorizations are required for treatment regardless of diagnosis for all levels of behavioral health services, and for medical and surgical inpatient services. Neighborhood will still require your provider to notify Neighborhood of your inpatient stays. These waivers apply to both in-network and out-of-network providers.
Neighborhood still requires prior authorizations for medical outpatient services and prescription drugs. Neighborhood is continuing to assess provider and member ease of access during this state of emergency.

Neighborhood has temporarily changed our policy so you can refill prescriptions earlier than the standard 30 days. This applies to all medications except a few, such as controlled substances and Specialty medications. For medications that treat chronic conditions, you may have access up to a 90-day supply refill or multiple fills of a 30-day supply. Please note that consecutive filling is at the discretion of the dispensing pharmacist. For example, if there is limited inventory of medications at that pharmacy, the pharmacist may not be able to dispense multiple fills at once.

Commercial and Neighborhood INTEGRITY (Medicare-Medicaid Plan) Members Only: Access mail order pharmacy through CVS Mail Service Pharmacy to receive convenient delivery of your maintenance medications to the location of your choice. Enroll online at www.Caremark.com or download theMail Service Order form.

One to two-day delivery is available at almost allCVS pharmacy locations.

Controlled substances and medications that require refrigeration cannot be delivered from most CVS locations at this time.

Some local pharmacies are offering free home delivery for prescriptions for a limited time such asGreen Line Apothecary,Walgreens andWhite Cross Pharmacy. Please call any of these local pharmacies for more details.

Yes, Neighborhood will cover any medically necessary health care costs related to COVID-19. For Commercial members, copays, deductible, or other cost-sharing related to treatment will apply. If you meet the testing guidelines set by the CDC, Neighborhood will cover the cost of the test, and you will not need to pay any copays, deductibles, or other cost-sharing.

If your doctor believes you need to be tested and you meet the COVID-19 testing guidelines set by the CDC, there is no preauthorization required, and Neighborhood will cover the cost of the test. You will not need to pay any copays, deductibles, or other cost-sharing.

Anyone experiencing a fever, cough, shortness of breath, muscle aches (myalgias), chills, runny nose or stuffy nose, sore throat, headache, or diarrhea should not go to a doctor’s office, urgent care center, or emergency room without calling their doctor first (except in a medical emergency). Tell your doctor if you have been in close contact with a person known to have COVID-19 or if you live in or have recently traveled from an area with ongoing spread of COVID-19. Your doctor will tell you how, when, and where to receive care. They will also work with Rhode Island Department of Health (DOH) and the CDC to determine if you need to be tested for COVID-19. More information on what to do if you are sick is available on theCDC website.

DOH also has a COVID-19 Info Line at (401) 222-8022, which is available Monday through Friday, 8:30 a.m. to 4:30 p.m. After hours, you can call 211.

For information on testing and testing sites go to DOH.

Anyone experiencing a fever, cough, shortness of breath, muscle aches (myalgias), chills, runny nose or stuffy nose, sore throat, headache, or diarrhea should not go to a doctor’s office urgent care center, or emergency room without calling their doctor first (except in a medical emergency). Tell your doctor if you have been in close contact with a person known to have COVID-19 or if you live in or have recently traveled from an area with ongoing spread of COVID-19. Your doctor will tell you how, when, and where to receive care. They will also work with Rhode Island Department of Health (DOH) and the CDC to determine if you need to be tested for COVID-19. More information on what to do if you are sick is available on the CDC website.
DOH also has a COVID-19 Info Line at (401) 222-8022, which is available Monday through Friday, 8:30 a.m. to 4:30 p.m. After hours, you can call 211.

Governor Raimondo announced an executive order mandating any person who is out in public, whether indoors or outdoors to wear cloth face coverings effective Friday, May 8th. As well, all persons are required to wear masks or face coverings inside grocery stores, pharmacies or other retail stores.

A cloth face covering is a material that covers your nose and mouth. It could be sewn by hand or you can use a household item such as a scarf, t-shirt or bandana. The face covering is meant to protect other people in case you are infected. When you return home you should immediately wash your face covering.

For more information on cloth face covering visit theCDC website.

If you are sick: You should wear a facemask when you are around other people (e.g., sharing a room or vehicle) and before you enter a healthcare provider’s office. If you are not able to wear a facemask (for example, because it causes trouble breathing), then you should do your best to cover your coughs and sneezes, and people who are caring for you should wear a facemask if they enter your room.

Quarantine- If you might have been exposed to COVID-19, you should keep away from others to protect them. If you are in quarantine you should stay home, separate yourself from others, monitor your health, and follow directions from the state and local health department on getting tested.

Isolation- If you are confirmed sick with COVID-19 you should separate yourself from people who are not infected. If you are sick you should stays separate from others in your home by staying in a specific “sick room” or area separate from others in your household.

For more information on quarantine and isolation please visit theCDC website.

There are many respiratory illnesses circulating in Rhode Island, such as the flu and the common cold. Having respiratory symptoms does not mean that you have COVID-19. There is no vaccine to prevent COVID-19. The best way to prevent illness is to avoid being exposed to this virus. The CDC recommends these steps:

• • Avoid close contact with people who are sick.
  • Avoid touching your eyes, nose, and mouth.
  • Stay home when you are sick.
  • 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.
  • Socially distance from others. Social distancing means keeping space between yourself and other people outside of your home.
    • Stay at least 6 feet from other people
    • Do not gather in groups
    • Stay out of crowded places and avoid mass gatherings
  • 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 available, use an alcohol-based hand sanitizer with at least 60% alcohol. Always wash hands with soap and water if hands are visibly dirty. For information about hand washing, see CDC’s hand washing website.
  • Governor Raimondo announced an executive order mandating all employees of customer-facing businesses, office-based businesses, manufacturers and nonprofits wear cloth face coverings when they are at work effective Saturday, April 18. As well, the Governor has authorized customer-facing businesses to require their customers to wear face coverings.
  • Governor Raimondo announced an executive order mandating any person who is out in public, whether indoors or outdoors to wear cloth face coverings effective Friday, May 8th. As well, all persons are required to wear masks or face coverings inside grocery stores, pharmacies or other retail stores.
    • Follow CDC’s recommendations for using a cloth face covering or face mask:
      • CDC recommends wearing a cloth face covering when you go out in public, like to the grocery store. For more information on face cloth covering visit the CDC website.
      • Face masks should be used by people who show symptoms of COVID-19 to help prevent the spread of the disease to others. The use of face masks is also crucial for health workers and people who are taking care of someone in close settings (at home or in a health care facility).

For the duration of the state of emergency, Rhode Island has temporarily stopped most terminations and quarterly income verifications for Medicaid.

If you have experienced a recent change in your household income, contactHealthSource RI to update your account as you may qualify for additional assistance.

For information about assistance programs available to Rhode Islanders, check out the Economic Progress InstitutesGuide to Assistance.

For most up to date resources related to food assistance, free prescription delivery, internet access for distance learning, information for seniors and veterans, and other programs please go to United Way of Rhode Island’s Community Resource page that is updated daily or call 2-11.

For information on the resources available to Rhode Islanders during the COVID-19 crisis, visitThe Economic Progress Institute.

COVID-19 is a respiratory illness that can spread from person to person. The virus that causes COVID-19 is a novel coronavirus that was first found during an outbreak in Wuhan, China.

Current symptoms reported for patients with COVID-19 have included mild to severe respiratory illness with fever, cough, difficulty breathing, chills, muscle pain, sore throat and new loss of taste or smell. Read more about symptoms on the Centers for Disease Control and Prevention (CDC) website.

There is currently no vaccine to protect against COVID-19. The best way to not get sick is to avoid being exposed to the virus that causes COVID-19.

There is no specific antiviral treatment for COVID-19. People with COVID-19 can seek medical care to help with the symptoms. Please call your primary care doctor first. The doctor will assess the situation based on the information given and will determine what needs to be done next and whether an in-person visit is necessary. If the doctor thinks care is needed right away, they will guide you where to go.

If you are concerned it is a medical emergency, please call 911

This virus appears to spread like many other respiratory viruses—between people who are in close contact with one another (within about six feet) and through droplets produced when an infected person coughs or sneezes. 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.

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.

Yes, the CDC has recommendations for people at high risk. You can find detailed information on the CDC’s website

Neighborhood has plans in place to ensure we can continue providing quality service to our members through any emergency. To help protect the health and safety of our employees and members, we’re following the recommendations of the Rhode Island Department of Health and the CDC. This includes:

• Having all staff who can work at home do so while also providing uninterrupted service to our customers
• Communicating regularly with members, employers, and providers about COVID-19 updates
• Encouraging employees to regularly wash their hands and follow other hygiene precautions
• Encouraging employees to stay home if they’re not feeling well
• Asking employees who have traveled internationally or from out of state in the last 14 days and going forward to remain at home until 14 symptom-free days have passed since their return to Rhode Island.

Be sure to stay updated on the latest recommendations from the Rhode Island Department of Health and the CDC and plan as you would for other emergencies—have backup plans for work and child care. It’s also important to keep extra food, prescription and over-the-counter medicines, and medical supplies on hand.

For the safety of our employees and our members and customers, effective Monday, March 23, Neighborhood’s office in Smithfield will be closed to all visitors, including members until further notice.

Please call our member services teams:

Neighborhood Member Services

Monday through Friday, 8 a.m. to 6 p.m.

Medicaid Managed Care Plans

ACCESS / RIte Care, TRUST / Rhody Health Partners (RHP) and RHP Expansion

1-800-459-6019 (TTY 711)

INTEGRITY (Medicare-Medicaid Plan)

Monday through Friday, 8 a.m. to 8 p.m.

1-844-812-6896 (TTY 711)

Commercial Plans for Individuals and Families and Small Employers

1-855-321-9244 (TTY 711)

If you need insurance visit our Become a Member page or:

Neighborhood Member Services

Monday through Friday, 8 a.m. to 6 p.m.

For Medicaid managed care plans

1-800-459-6019 (TTY 711)

For individual and family, and small employer plans

1-855-321-9244 (TTY 711)

No, remember to never give out your personal information (including your membership number) over the phone to any unknown callers. Federal and local law enforcement agencies across the country are warning the public about coronavirus and COVID-19 scams. If you think you are a victim of a scam or attempted fraud involving COVID-19, please report it to the National Center for Disaster Fraud Hotline at 1-866-720-5721 or email disaster@leo.gov.