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Coronavirus (COVID-19) Update Center

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Testing Information

Because testing kits are in short supply and resources to handle a huge volume of coronavirus tests are not available, please read this information to help determine if you need to be tested.

Looking for information on testing sites in your area? Click on link below to access health departments links in all 50 states, 8 US territories and freely associated states, and the District of Columbia.

 

Member Resources

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Customer Service Extended Weekend Hours

To better serve the increasing needs of our members during the COVID-19 outbreak, our Customer Service Department has extended weekend hours for our member service areas.

Extended hours apply to the weekends of March 28-29 and April 4-5.

  • Saturday: 8 a.m. – 2 p.m. | Central Time
  • Sunday: 8 a.m. – Noon | Central Time

If you have questions, please call the Customer Service number located on the back of your Blue Cross member ID card.

New Directions’ emotional support line is available 24/7 to assist you during this time of stress and uncertainty. Call 833-848-1764 to speak to a licensed therapist.

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Crisis Line Open to the Public

You and your families are our top priority.  New Directions' emotional support line is available 24/7 to assist you during this time of stress and uncertainty. Call 833-848-1764 to speak to a licensed therapist.

Looking for additional important resources and helpful information? Click on link below to access tips for coping with the COVID-19 outbreak and more.

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COVID-19 Scams To Be Aware Of

Unfortunately, there have been many reports of fraudulent acts related to the COVID-19 Coronavirus outbreak. We want to help you stay safe and aware by informing you of some of the scams you need to be on the lookout for:

  • Door-to-door solicitation for COVID-19 testing and prescribing
  • Phone calls asking for your Blue Cross contract information for free testing and/or services
  • Outreach from healthcare workers offering to send you an at-home test kit
  • False advertisements for vaccinations or medications to treat COVID-19
  • Unexplained or unauthorized lab tests or prescriptions appearing on your Claims statement (Explanation of Benefits/EOB)
  • Advertisements offering health products that are unsuccessful against treating COVID-19 (i.e. herbal teas, supplements, oils or ointments)
  • Fraudulent emails referencing “Coronavirus” or “COVID-19,” which contain malicious software that can damage your device

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Telehealth Updates

Telehealth services are available to you and your family beginning March 1, 2020. Telehealth allows in-network providers to provide medically necessary services that can be appropriately delivered during a telephone consultation. In addition to office visit consultations, telehealth also includes physical, speech, and occupational therapy (subject to provider capability), and behavioral health. Telehealth can:

  • Give you the option to receive care remotely in order to limit your exposure to COVID-19 and other illnesses.
  • Serve as an initial screening when you may need testing for COVID-19.
  • Provide consultations and visits rendered by in-network providers for low complexity or routine health conditions.
  • Provide ongoing health evaluations and care management based on the in-network provider's medical judgment.

Check with your in-network provider to see if they offer Telehealth services. To locate a current listing of in-network providers, login to myBlueCross and visit Find A Doctor.

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Small business owner? Here’s what you need to know about the CARES Act:

  • The CARES Act provides relief for businesses affected by the COVID-19 crisis. Businesses with less than 500 employees may be eligible to receive relief up to 2.5 times their average monthly payroll, up to a maximum of $10 million. This could potentially allow businesses to keep their employees on the payroll.
  • If a business qualifies, the money is noted as a loan; however, if the business maintains its payroll during the crisis, the loan can be completely forgiven.
  • The program is administered through the Small Business Administration (SBA). If you would like to learn more about the program, we encourage you to contact your banker to help you through the process.

 

Tips and Advice

Tips to avoid getting COVID-19
  • Wash your hands often with soap and water for at least 20 seconds or use alcohol-based hand sanitizer, especially after coughing or sneezing
  • Avoid touching your eyes, nose and mouth with unwashed hands
  • Cover your mouth and nose with a tissue when coughing or sneezing, or cough or sneeze into your elbow or shoulder, not your hands
  • Stay home if sick, and stay home for at least 24 hours after the last signs of fever

 

Download our guide here

If you have been diagnosed with COVID-19
  • Stay home and away from others in your household
  • Call before visiting your doctor
  • Wear a face mask whenever possible
  • Clean surfaces that are touched often as much as possible. Examples include counter tops, doorknobs, telephones, toys, bathroom fixtures and keyboards
  • Cover your mouth with a tissue when coughing or sneezing. Throw tissues away in a lined trash can. Immediately wash your hands afterwards
  • Clean your hands often  
  • Monitor your symptoms

Download our "What should I do next" guide here

COVID-19 Trusted Resources

The best resources for all COVID-19 information: 

Frequently Asked Questions

NEW Claims and Benefits

What services are covered at 100% related to COVID-19?

As a result of the Families First Act, in-network diagnostic tests for COVID-19 and the related in-person or telehealth visit, emergency room visit, or urgent care visit will be covered at 100%. Members will not be required to pay for these services.

Will more than one medically necessary diagnostic test for COVID-19 be covered?

Yes. If medically necessary, multiple diagnostic tests for COVID-19 will be covered.

Are at home testing kits for COVID-19 covered?

No. The FDA has not currently authorized any test that is available to purchase for at home testing for COVID-19. Due to concerns regarding the reliability of obtaining and processing samples, at home testing kits for COVID-19 are not covered.

How will international claims for medically necessary services related to COVID-19 be covered?

International claims for medically necessary services related to COVID-19 will process at the in-network level of benefits.

How will HSA-qualified High Deductible Health Plans (HDHPs) be affected by COVID-19?

Based on recent IRS guidelines, expenses related to testing and treatment, including related office visits, for COVID-19 can process pre-deductible under an HSA-qualified HDHP.

 

General Questions

What is COVID-19?

COVID-19 is the official name for the illness caused by the newly identified coronavirus. Since the outbreak began late last year, infections have been reported in numerous international locations, including within the United States.

On January 30, the World Health Organization declared the outbreak a “public health emergency of international concern.” On January 31st, the U.S. Health and Human Services office declared a public health emergency to aid the U.S. healthcare community in responding to COVID-19.

What is a coronavirus?

Coronaviruses are not new, and are very common in many species of animals, including camels, cattle and bats. Occasionally coronaviruses can infect people and then spread person-to-person, as was the case with severe acute respiratory syndrome (SARS) and now with COVID-19. Coronaviruses infect the respiratory tract and are associated with the common cold and pneumonia.

How is it spread?

Because this is a new strain of coronavirus, much is still unknown about how it spreads. The current understanding of the virus is largely based on what is known about previously discovered coronaviruses. Person-to-person transmission generally occurs within close contact (about six feet) and is thought to spread via respiratory droplets that occur with coughing and sneezing. It may be possible for the virus to be spread through touching a surface with the virus on it and then touching the mouth, nose or eyes. People are thought to be most contagious when they are the most symptomatic. The virus that causes COVID-19 seems to be spreading easily and sustainably in the community (“community spread”) in some affected geographic areas.

What are the symptoms of COVID-19 infection?

Some people with confirmed cases of COVID-19 experience very mild symptoms while others have experienced severe illness and death. Symptoms have included fever, cough, and shortness of breath.

Is there a vaccine for COVID-19?

Because this is a previously unidentified coronavirus, there is no vaccine available at this time. However, several pharmaceutical companies are currently working to create one.

How can people avoid catching COVID-19?

The CDC recommends the following best practices to avoid becoming sick with a respiratory illness:

  • Avoid close contact with sick people
  • Avoid touching your face with unwashed hands
  • Stay home when sick
  • Cover coughs and sneezes with a tissue, then discard the tissue
  • Clean and disinfect frequently touched objects and surfaces
  • Wash hands frequently with soap and water for at least 20 seconds
What should I do if I traveled near an outbreak or have been in contact with someone has tested positive for COVID-19?

People who have recently traveled to any area where there is an outbreak, or had close contact with someone infected with COVID-19 and develop symptoms, should contact their healthcare provider and make them aware of their symptoms and exposure. Their healthcare provider will advise them of the appropriate next steps.

Where can I learn more about COVID-19?

To access the most current official information on the COVID-19 virus, please visit the COVID-19 pages on the Center for Disease Control and Prevention’s website.

 

Prime Therapeutics (Prime)/Pharmacy Questions

In the event members are affected by quarantines, will they be able to refill prescriptions early?

Yes. We are working with Prime to allow members to obtain early refills of their medications. Prime will allow early refills on prescription drugs including retail, maintenance, mail order and specialty drugs from 3/7/2020 to 5/31/2020.

Prime is maintaining communication with all pharmacies and notifying them how to submit early refill prescription claims. Contact your pharmacy if an early refill of your prescription medication(s) is needed. We recommend members use their 90-day retail or mail order benefit when possible.

SilverSneakers Fitness At-Home options for Blue Advantage and C Plus members

How do I stay physically active at home?

SilverSneakers offers the following ways to stay active and in good health while at home:

  • SilverSneakers “Livestream” classes offered via video conferencing technology
  • SilverSneakers Go digitally-led activities such as guided walks
  • SilverSneakers instructors and fitness network locations hosting live broadcast events
  • OnDemand classes and workshops available 24-7 through the SilverSneakers member portal
What is SilverSneakers Go?

Stay engaged digitally through SilverSneakers Go app. Download the app to experience guided workouts that range from 4-12 weeks for all fitness levels.

How do I access OnDemand classes?

Log in to silversneakers.com (or create an account) to enjoy OnDemand workout videos from home. OnDemand gives you access to 200+ online workout videos like SilverSneakers Classic, Yoga, etc.

Does SilverSneakers offer a fitness class through Facebook Live?

Yes! SilverSneakers has a Facebook Live fitness class you can join. Click HERE for more information.

 

News and Updates


 

Posted March 31, 2020

Alabama Health Organizations Join Together to Stop the Spread of COVID-19

The health and safety of Alabamians is our top priority. To that end, the Alabama Department of Public Health, the Alabama Hospital Association, Blue Cross and Blue Shield of Alabama, the Medical Association of the State of Alabama and Alabama Medicaid Agency are joining together to help stop the spread of the Coronavirus Disease (COVID-19).

"We have been working very closely with numerous organizations across the state as part of our mitigation strategy. We appreciate their involvement and support as we work to protect the health of Alabamians," said Dr. Scott Harris, State Health Officer, Alabama Department of Public Health.

We are now seeing an increase in confirmed cases in Alabama. Even though it’s not the high number of confirmed cases when compared to some other states, we can’t stress enough the importance for the public to take the “stay at home” request made by the Governor seriously. The COVID-19 healthcare crisis is constantly changing so we urge Alabamians to listen to the guidance and follow the instructions given by medical professionals and our government leaders. If you must go out, please practice social distancing. Here’s why:

A person with COVID-19 can be asymptomatic (not experiencing any symptoms), so even if a person is feeling fine they can be a carrier of COVID-19 and be a potential threat to others, especially those at higher risk. People who are at higher risk include those who are 65 and older, those who have compromised immune systems and people with other underlying health conditions, like heart problems or diabetes. COVID-19 can cause serious illness, and even death, especially to those in a higher risk population.

According to the Alabama Hospital Association, the goal of staying at home and practicing social distancing is also to slow down the spread of the disease so we don’t overwhelm our health care system. Most diseases have a natural curve that starts small, peaks and then goes back down. If individuals will stay home and not venture out when they’re sick, we hope that we can interrupt the natural flow of the outbreak and be sure our hospitals, physicians and others can continue to care for regular patients as well as those who may need hospitalization due to COVID-19.

“Our hospital leaders and frontline staff have been working tirelessly day and night to address this challenge, and they need our support,” said Dr. Don Williamson, president, Alabama Hospital Association. “Many communities have asked what they can do to help, and the answer is simple. We all need to practice social distancing and stay home.”

The Medical Association of the State of Alabama, physicians and the entire medical community are also urging all Alabamians to stay at home. Physical distancing and staying at home are the key to slowing the spread of COVID-19 to give physicians, nurses and everyone on the front lines a fighting chance at having the equipment, time and resources necessary to take on this immense challenge.

“Physicians are on the front lines and will continue to provide first contact, preventive and ongoing essential care during this medical emergency. The Medical Association is dedicated to advocating for access to the highest quality of care for Alabamians, and that remains the case in the face of this pandemic,” said Dr. John S. Meigs, President of the Medical Association of the State of Alabama.

Blue Cross and Blue Shield of Alabama has also taken a number of important steps to ensure their members have access to the right care when they need it.

“Now more than ever we want our customers to know we are here for them, and we will remain by their side during this challenging time,” said Tim Vines, President and CEO of Blue Cross and Blue Shield of Alabama. “We will continue to work closely with our health organization partners across the state to do everything possible to help stop the spread of COVID-19.”

Blue Cross is waiving prior authorizations for diagnostic tests and covered services that are medically necessary and consistent with CDC guidance for members diagnosed with COVID-19. Access to prescription medications has been increased by waiving early medication refill limits. Telehealth access has also expanded, giving members the option to receive their care remotely to limit their exposure to COVID-19 and other illnesses. Telehealth can be used for acute symptoms, such as those related to COVID-19, but also for patient consultations and evaluations for routine, chronic and behavioral health conditions that, based on the provider’s medical opinion, can be managed over the phone.

Pharmacies statewide are also doing their part in the fight against COVID-19. Most are helping Alabamians with early refills, offering curbside pickup and expanded delivery options including making deliveries to the elderly.

The Alabama Medicaid Agency has taken similar steps to protect the health of recipients, providers, and Medicaid employees during the COVID-19 emergency. Since these unprecedented times require limited interaction, Medicaid temporarily extended the scope of telemedicine services for providers, and they implemented temporary modified work schedules for employees allowing the Agency to continue providing essential services to Medicaid recipients and providers.

“We anticipate no disruption in our day-to-day functions and all district offices will remain open with modified staffing requirements,” said Stephanie Azar, Commissioner of the Alabama Medicaid Agency. “The Agency stands ready to continue serving the most vulnerable residents of our state in perhaps their greatest time of need.”

These are difficult times for all of us, but we are confident we will overcome this healthcare crisis if we all do our part. Stay at home, practice social distancing, wash your hands often, stay informed and follow CDC guidelines. During this unprecedented time, we are rising to the challenge and doing what is best for the health and safety of Alabamians and the communities we serve.
 


 

MEDIA RELEASE - Posted March 19, 2020

Blue Cross and Blue Shield of Alabama Warning Alabamians of COVID-19 Scam

Birmingham, AL – Blue Cross and Blue Shield of Alabama is warning their customers and Alabamians about national Coronavirus scams. These scams are targeting members by leveraging fear related to COVID-19.

Scam Warning Signs:

  • Door to door solicitation for any testing and prescribing for COVID-19; (tell individual(s) you are not interested, and you will contact your physician
  • Phone calls asking for health insurance contract information for free testing and services; hang up immediately)
  • Outreach from unfamiliar healthcare workers offering to send you a home test kit
  • False advertisements for vaccinations or medications to treat the disease
  • Unexplained or unauthorized laboratory tests or prescriptions appearing on your Blue Cross Explanation of Benefits statement
  • Advertisements offering health products that are ineffective against COVID-19 such as herbal teas, supplements, oils or ointments
  • Spear phishing emails referencing COVID-19 which contain malware


Blue Cross and Blue Shield of Alabama cares about the health and well-being of our members and Alabamians. We are taking every step available to minimize these scams. We encourage members and Alabamians to be vigilant. If you suspect healthcare fraud, please report it to AlabamaBlue.com/fraud or call our fraud hotline at 1-800-824-4391.

View Full Media Release
 


 

MEDIA RELEASE - Posted March 17, 2020

Blue Cross and Blue Shield of Alabama Expands Telehealth Coverage as Customers’ Health and Well-Being Remains Top Priority

Birmingham, AL – Blue Cross and Blue Shield of Alabama wants our customers to have peace of mind knowing we are here for them, and their health and well-being is our top priority. We continue to monitor the outbreak of the new coronavirus (COVID-19) in Alabama. In response, Blue Cross will expand telehealth to ease access to appropriate medical services for our customers.

Effective March 16, 2020, Blue Cross and Blue Shield of Alabama is expanding telehealth coverage. This expansion allows physicians, physician assistants, nurse practitioners and behavioral health practitioners to provide medically necessary services via telephone consultation.

Telehealth gives our customers the option to receive their care remotely to limit their exposure to COVID-19 and other illnesses. It can also serve as an initial screening for patients who may need testing for the coronavirus. For guidance on coronavirus testing, please refer to the Centers for Disease Control & Prevention and the Alabama Department of Public Health websites.

Telehealth is appropriate for consultations and visits for low complexity or routine health conditions. It is also used for ongoing health evaluations and care management. This includes acute illnesses or chronic disease management that, based on the provider’s medical judgment, can be managed over the phone.

Customers can check with their physicians to see if they participate in Telehealth. This service is available when an in-network provider is used.

If members have questions, they can call the customer service number located on the back of their ID card. For the latest on COVID-19 developments, please visit the CDC’s website.

View Full Media Release
 


 

MEDIA RELEASE - Posted March 12, 2020

Blue Cross and Blue Shield of Alabama Prepared to Meet the Needs of Customers In the Event of Sustained Spread of COVID-19

Birmingham, AL – Blue Cross and Blue Shield of Alabama cares first and foremost about the health and well-being of our customers. Please be assured Blue Cross will continue to meet the needs of groups, members and providers with the sustained spread of a novel coronavirus that causes COVID-19.

“The health and safety of our members remains our top priority,” said Dr. Dow Briggs, Executive Vice President of Blue Cross and Blue Shield of Alabama. “We want our customers to have peace of mind and know they have access to the healthcare they need if they are exposed to coronavirus or become sick. We will continue to do what is necessary to support the health and well-being of our members and the community.”

As the illness caused by COVID-19 continues to spread, many are concerned about the possible impact to themselves and their families. Blue Cross has taken the following steps to ensure our members have access to the right care during this challenging time.

  • Waiving prior authorizations for diagnostic tests and covered services that are medically necessary and consistent with CDC guidance for members diagnosed with COVID-19.
  • Covering medically necessary diagnostic tests that are consistent with CDC guidance related to COVID-19 at no cost to our members with fully insured individual, employer-based, Federal Employee Program, and Medicare Advantage plans. For self-funded employer plans, members’ cost share for diagnostic tests will be based on their benefit plan.
  • Increasing access to prescription medications by waiving early medication refill limits on prescriptions and encouraging members to use their 90-day retail or mail order benefit.
  • Expanding access to telehealth and nurse/provider hotlines. Given the nature of the COVID-19 outbreak, seeking in-person medical care may lead to further spreading of the virus.
  • Dedicating staff to be specifically available to address inquiries related to medical services, ensuring timely responses related to COVID-19.

Blue Cross and Blue Shield of Alabama is closely monitoring the situation and has contingency plans in place to ensure business operations continue to run smoothly:

  • Continuing to process claims electronically. 99% of claims are process electronically, and we do not anticipate disruption to claims processing.
  • Expanding our telework capabilities to cover nearly 100% of our workforce over the next 2-4 weeks to maintain staffing of critical business areas.

If members have questions, they can call the customer service number located on the back of their ID card. For the latest on COVID-19 developments, please visit the CDC’s website.

View Full Media Release
 


 

Posted March 9, 2020
 

A Message About the Coronavirus (COVID-19)

As the illness caused by the novel coronavirus, COVID-19, continues to spread, many are concerned about the possible impact to themselves and their families. Blue Cross and Blue Shield of Alabama is closely monitoring the situation and has prepared contingency plans to ensure business operations continue to run smoothly in the event of a widespread outbreak.

To help prevent the spread of respiratory viruses, we encourage you to follow the CDC’s guidelines:

  • Wash your hands often with soap and water for at least 20 seconds or use alcohol-based hand sanitizer, especially after coughing or sneezing.
  • Avoid touching your eyes, nose and mouth with unwashed hands.
  • Cover your mouth and nose with a tissue when coughing or sneezing, or cough or sneeze into your elbow or shoulder, not your hands.
  • Stay home if sick, and stay home for at least 24 hours after the last signs of fever.

To keep current on the latest COVID-19 developments, please visit the CDC’s website.