Coronavirus Information and Resources
CareSource has provided links to your state’s Department of Health, and we encourage you to monitor your state’s guidance.
CareSource’s response to COVID-19 may vary by plan and state requirements. Please check your plan’s updates page frequently for specific guidance from CareSource.
|Ohio Department of Health|
Updates & Announcements
|COVID-19: State of Emergency Provider Guide Statement on Telehealth||10/05/2020|
|COVID-19: Emergency Provisions Update||07/21/2020|
|COVID-19: Prior Authorization Changes – UPDATE||06/30/2020|
|COVID-19: Prior Authorizations – This notification has been revised. See notification dated 06/30/2020.||04/28/2020|
|COVID-19: Provider Stimulus Package Program Tool||04/28/2020|
|COVID-19: Home Care Services Coordination||04/24/2020|
|COVID-19: Temporary Expansion for Molecular Diagnostic Testing for Influenza Virus Infection and Streptococcus A and B||04/16/2020|
|COVID-19: Plan Collaboration for Long-Term Care||04/09/2020|
|COVID-19: CDC Health Alert on Chloroquine||04/07/2020|
|COVID-19: Temporary Telehealth Services – UPDATE||04/06/2020|
|COVID-19: Temporary Telehealth Services – This notification has been revised. See notification dated 04/06/2020.||03/27/2020|
|Protecting Members and Reducing the Spread of COVID-19||03/13/2020|
*Please note: We are continuously updating this site as information evolves.
Access & Availability
CareSource encourages members to seek care first with their primary care provider. In the event that a member needs to see an out-of-network provider during this time, we have standards to ensure continuity of care:
- Referrals – CareSource does not require referrals; therefore, members will not experience a barrier to referral restrictions during this time.
- Credentialing process – CareSource is closely monitoring guidance from National Committee for Quality Assurance (NCQA) for any credentialing process changes.
- State licensure – Generally, providers are required to be licensed in the state where services are performed, unless otherwise provided by state law. Please reference your state’s guidance for licensure requirements.
CareSource has business continuity plans in place to protect our members from disruptions in service. We are in communication with state and local health departments to ensure we are prepared to maintain full operations across the organization. In addition, we are working with our vendor partners to ensure they have adequate business continuity plans in place. We are following all Centers for Disease Control and Prevention (CDC) guidance and protocols to prevent workplace exposures to COVID-19.
We do not anticipate any disruption in claims or prior authorization processing. We will communicate any updates to providers should processing delays occur.
For COVID-19 coding information, providers should reference the Centers for Medicare & Medicaid Services (CMS) and the State Department of Medicaid or Department of Insurance to properly code for COVID-19. Please refer to Ohio Department of Medicaid (ODM)’s Emergency Telehealth site for state guidance on coding.
On March 9, 2020, CareSource announced that all members, regardless of their plan, are able to receive COVID-19 testing with no out-of-pocket costs. Specifically, CareSource will partner with laboratories that have successfully verified and are currently using COVID-19 diagnostic tests in accordance with the Centers for Disease Control and Prevention (CDC). Providers are advised to use their judgment to determine whether a COVID-19 test should be ordered for a patient. For the latest news and guidance on the virus testing and treatment, please visit the Centers for Disease Control and Prevention (CDC) website.
CareSource covers COVID-19 testing and treatment services. To ensure accurate reimbursement for covered services, please reference the Centers for Medicare & Medicaid Services (CMS) for guidance. Please refer to Ohio Department of Medicaid (ODM)’s Emergency Telehealth site for state guidance on coverage.
CareSource is closely monitoring medication and product supplies in conjunction with the need for expedited prior authorizations of medication, where necessary.
Additionally, CareSource is relaxing our refill-too-soon edits for members diagnosed with COVID-19, with compromised immune systems, or those that are quarantined. Pharmacists may override 79 rejects (refill-too-soon rejects) using SCC13. Please use professional judgement when overriding claims due to the COVID-19 pandemic. Overridden claims will be monitored for fraud, waste and abuse.
We will also authorize a 90-day supply of maintenance medications, with the exception of controlled substances, as necessary. Providers should call the Express Scripts Help Desk for guidance. In light of COVID-19, our pharmacy drug program has been modified to extend eligibility for 90-day supplies of certain medications. Access the drug list to view these medications.
CareSource covers prescriptions delivered or mailed to patients’ homes. CareSource waives patient signature requirements during the pandemic. Pharmacists may enter “COVID-19” in place of patients’ signatures.
In the event that a drug shortage occurs, CareSource will work with our members and network pharmacies to ensure members have access to the medications required. In the event that an in-network pharmacy is unable to provide the necessary medication(s), CareSource will work with members to obtain necessary medications, including at an out-of-network pharmacy, if necessary.
No prior authorization is required to order COVID-19 testing or treatment. In an effort to ensure that CareSource members are receiving appropriate care management and discharge planning, CareSource will continue to accept requests for concurrent reviews and administrative authorizations for inpatient stays. CareSource will make every effort to ensure that this does not create a barrier to care, as we acknowledge that hospitals will be short-staffed.
CareSource aligns our prior authorization requirements with federal and state guidance. Please continue checking your state website for the most up-to-date guidance on prior authorizations.
CareSource currently covers telehealth services to ensure our members can have access to health care services, particularly in situations where reducing the risk of infection and spread of disease is of utmost importance.
Members should contact their primary care provider to see if their provider offers telehealth visits and learn how to access these services directly from their providers. For the most up-to-date information, CareSource encourages members to contact their provider directly to find what telehealth services are available to them.
CareSource partners with MyIdealDOCTOR™ to provide telehealth services for medical purposes, not behavioral health services. MyIdealDOCTOR is available for members starting at two years of age. The services allow members to see a board-certified physician anywhere, anytime using their phone, mobile app or computer.
Members can contact MyIdealDOCTOR by:
- Visiting the MyIdealDOCTOR website
- Calling 1-855-879-4332
- Downloading the app on a smartphone
CareSource24®, CareSource’s 24/7/365 Nurse Advice line, provides members with unlimited access to talk with a caring and experienced staff of registered nurses about symptoms or health questions. CareSource patients can find the CareSource24 phone number on their member ID card.
Members can reach CareSource24 at: 1-866-206-0554 (TTY: 1-800-750-0750 or 711)
CareSource aligns our telehealth prior authorization requirements with federal and state guidance. CareSource will process telehealth claims and cover services in accordance with federal and state guidelines.
In general, claims will be processed in accordance with billing guidelines outlined in the Centers for Medicare & Medicaid Services’ (CMS) fact sheet, as well as with state guidance.
- Medicaid providers only – Please refer to Ohio Department of Medicaid (ODM)’s Emergency Rule 5160-1-21 (3/20/20) and Telehealth Billing Guidelines During COVID-19 State of Emergency for overall telehealth coverage and reimbursement guidelines.
- MyCare providers only – All claims will be processed in accordance with billing guidelines outlined in the CMS fact sheet as well as ODM’s Emergency Rule 5160-1-21. Guidance may vary based on what benefit is paying out. Medicare is the primary payer.
Other Specific Telehealth Guidance
- Reimbursement – Telehealth visits are considered the same as in-person visits and are paid at the same rate as regular visits.
- Phone and text visits – All claims will be processed in accordance with billing guidelines as outlined in the Centers for Medicare & Medicaid Services’ (CMS) fact sheet, as well as with state guidance. Ohio’s Emergency Rule 5160-1-21 defines telehealth as (a) the direct delivery of health care services to a patient via synchronous, interactive, real-time electronic communication comprising both audio and video elements; or (b) activities that are asynchronous and do not have both audio and video elements such as telephone calls, images transmitted via facsimile machine, and electronic mail.
- Timely payment – As new guidance is released related to COVID-19, CareSource will make every effort to add/configure new codes and process claims in a timely fashion. If a denial occurs prior to configuration, we will process the claim proactively. There is no need for a provider to take any action.
- Covered channels of communication
- MyCare providers only – Under the Notification of Enforcement Discretion for Telehealth Remote Communications During the COVID-19 Nationwide Public Health Emergency, covered health care providers may use popular applications that allow for video chats, including Apple FaceTime, Facebook Messenger video chat, Google Hangouts video, Zoom, or Skype, to provide telehealth without risk that OCR might seek to impose a penalty for noncompliance with the HIPAA Rules related to the good faith provision of telehealth during the COVID-19 nationwide public health emergency. Providers are encouraged to notify patients that these third-party applications potentially introduce privacy risks, and providers should enable all available encryption and privacy modes when using such applications.Under this Notice, however, Facebook Live, Twitch, TikTok, and similar video communication applications are public facing, and should not be used in the provision of telehealth by covered health care providers. Covered health care providers that seek additional privacy protections for telehealth while using video communication products should provide such services through technology vendors that are HIPAA compliant and will enter into HIPAA business associate agreements (BAAs) in connection with the provision of their video communication products.
- Site of service
- MyCare providers only – Generally, there are not limitations on the site where patients or providers can be located when telemedicine services are delivered.
- Originating site requirements
- MyCare providers only – Starting March 6, 2020, and for the duration of the COVID-19 public health emergency, we will make payment for Medicare telehealth services furnished to beneficiaries in any healthcare facility and in their home.
- Technological requirements – Providers are encouraged to notify patients that these third-party applications potentially introduce privacy risks, and providers should enable all available encryption and privacy modes when using such applications. Providers are to exercise professional judgment in the use of telehealth examinations.
- Provider types
- MyCare providers only – Starting March 6, 2020, and for the duration of the COVID-19 public health emergency, we will make payment for Medicare telehealth services furnished to beneficiaries in any health care facility and in their home.
- Behavioral health services – Behavioral health is not covered by MyIdealDOCTOR. CareSource covers a variety of behavioral health telemedicine services, including:
- Psychotherapy services (Individual, Group, Family)
- Counseling (Individual, Group, Family)
- Assessment and Screening for Mental Health and Substance Use Disorders
- Psychiatric consultation, including medical management services
We encourage members to contact their behavioral health provider to see if providers are offering telehealth visits and to learn how to access these services directly with their provider. If a member is unable to access services through their current provider, or does not have a current provider, they can contact a community behavioral health center (CBHC) in their area. Ohio members can seek assistance from the Ohio Department of Mental Health and Addiction Services (OhioMHAS) website. Members can also locate a behavioral health provider using CareSource’s Find a Doc tool.
- Recovery support services – CareSource has directed members to resources to stay connected to peer services, including virtual support groups that are available online:
- SAMHSA National Helpline, 12-Step Support, Alcoholics Anonymous, Narcotics Anonymous, Smart Recovery, Al-Anon, online mobile apps
- Other services covered – (mental health and substance use disorder, occupational and physical therapy, speech pathology, annual well visits, home health referrals)
- MyCare providers only – These visits are considered the same as in-person visits and are paid at the same rate as regular, in-person visits. All services rendered must be within the provider’s applicable licensure and scope of practice.
CareSource will utilize laboratories that have successfully verified and are currently using COVID-19 diagnostic tests in accordance with the Centers for Disease Control and Prevention (CDC). Please visit the Centers for Disease Control and Prevention (CDC) and your state health department website for guidance on testing.
In the event an immunization becomes available, CareSource will cover COVID-19 vaccinations at no cost-sharing for all covered members.