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If you need virtual urgent care, testing or treatment for coronavirus, we have you covered

AllWays Health Partners is here to help and ensure that My Care FamilySM members can receive critical health care services for COVID-19 during this public health emergency.

My Care Family has made the following changes to coverage in response to the COVID-19 crisis based on public health and state guidelines.

  • Telemedicine services (including telephone and live video)
  • Early refills and up to a 90-day supply for maintenance prescriptions are covered as long as additional refills are available. Some prescriptions may not be included. Check with your pharmacy if you have questions.
  • Home visits for services when medically necessary and clinically appropriate.
  • Access to out-of-network providers for the initial COVID-19 test or treatment when no in-network providers are available.

If you have questions about your My Care Family coverage for COVID-19, please call the number on the back of your ID card for a prompt that will take you to a dedicated phone line. For medical questions about testing or treatment, we recommend that you contact your primary care provider (PCP) or another in-network health care professional.

As a My Care Family member, you also have access to Buoy, a free web-based tool you can use to check your symptoms, figure out if you should be tested for coronavirus, and learn about care options available to you. Visit buoy.com/mass or mass.gov/online-health-tool to use it. Keep in mind that Buoy is not a substitute for professional medical advice, diagnosis, or treatment. To learn more about Buoy, see the Frequently Asked Questions document.

Now more than ever, it’s important for you and your family to stay healthy and well. MassHealth and My Care Family encourage you to continue to contact your child’s health care provider and not to delay care.
Many providers are offering access to telephone and virtual visits in response to COVID-19, and they can best assess your child’s needs and how to meet them.
 
If you need assistance accessing the care you need for your child, please call My Care Family customer service at 1-800-462-5449 to be referred to our Care Management team.

Children may have difficulty coping during these challenging times. Behavioral health is an essential service that will remain available to My Care Family members. And My Care Family is working with providers to ensure they have the flexibility they need to continue meeting the needs of children and their families. Services that were generally received in the home, in most cases, are being provided through telemedicine.
 
In addition, some providers are still caring for patients in homes. Before a provider visits your home, they should call ahead to ensure that nobody in your home is sick or has a known exposure to someone with COVID-19. If it is safe to come to your house, everyone is still encouraged to practice social distancing and keep at least 6-feet of distance between them if possible.
 
For more information about your child’s home or community-based behavioral health care, please visit MassHealth where you can download a frequently asked questions document for families. If you need assistance accessing the care you need for your child, please call the My Care Family Customer Service Center at 1-800-462-5449 to be referred to the Care Management team.
 

We want to help ensure that members have access to internet and cellphone service to support telemedicine visits. All MassHealth members are eligible to receive a monthly discount on wireless phone or home internet service through the national Lifeline program. Visit the MassHealth website to learn more about the program and how to apply.

Behavioral health information

There will be no cost to you for telemedicine (including telephone) visits for standard/routine outpatient behavioral health.

You do not need to obtain a referral or prior authorization from your PCP for outpatient behavioral health services.

If you do not currently have a behavioral health provider, you can find a provider on the Optum website at liveandworkwell.com. Optum is AllWays Health Partners’ behavioral health partner. Once you log in to the Optum secure member portal, click on Find a virtual visit provider, then enter the type of provider you are looking for, your zip code, and click search.  From this site, you will also be able to schedule a virtual visit with a provider.

To make it easier to receive appropriate behavioral health treatment during this time, we are encouraging providers and members to use secure video-enabled virtual visits (also known as telemedicine services). If you or your providers do not have access to video technology (computer or mobile), or the telemedicine platform is not working, you may be able to have your session by telephone.

We recognize that these times are stressful, and we are taking action to make sure our members affected by COVID-19 have the support and resources they need.  Here are some of the programs available to you:

  • Optum’s Behavioral Health Help Line (866-342-6892) provides free emotional support by trained mental health specialists 24 hours a day, seven days a week during this crisis. This service is free of charge and open to anyone impacted by COVID-19.
  • Behavioral health information containing shelter-in-place tips from Optum:
  • Optum’s Member Portal (liveandworkwell.com) offers tips for managing stress and anxiety, mindfulness techniques, and trainings on helping you cope in difficult times.
  • Virtual Recovery Services for individuals seeking support for substance use disorders. WeConnect offers free daily online recovery support groups.

information-256-@2x View COVID-19 coverage information for AllWays Health Partners members

Member resources

 customer-service-256-@2x Contact us 

Call800-462-5449
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hospital-256-@2x Emergency care

During the COVID-19 pandemic, health care emergencies may still require a trip to the emergency department. If you experience a health care emergency, you should call 911 or go to the nearest emergency department right away. We join the medical community in asking you not to delay care or avoid the emergency department if you need critical health care services.

search-256-@2x More information about coronavirus

Visit the AllWays Health Partners Coronavirus Resource Center to learn how we're supporting our community during the pandemic and get  answers to common COVID-19 questions.

Resource Center

Where can I get updates on coronavirus?

The best source for credible news on COVID-19 is the CDC (Centers for Disease Control and Prevention). You can check their website to find the latest updates and recommendations, including resources like:

The Massachusetts Department of Public Health is also a helpful resource for more of the latest updates.

You can also refer to our Coronavirus Resource Hub.

Contact us

Our Customer Service team is here to answer any of your questions Monday through Friday, 8:00 AM to 6:00 PM and Thursdays 8:00 AM to 8:00 PM.

Call800-462-5449
Emailcustomerservice@allwayshealth.org 
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