Concerned about the coronavirus? Find the latest information here.
Concerned about the coronavirus? Find the latest information here.
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Coronavirus Information

Overview

At Network Health, we understand you may have questions and concerns about the coronavirus. Below you will find useful information about the virus as well as tips for staying healthy. You may also visit the U.S. Centers for Disease Control (CDC) website at cdc.gov/coronavirus/2019-ncov/about/symptoms.html to learn more.

Effective March 17, 2020, the Network Health offices are closed to all guests. We are still available to answer your questions via phone, email and member portal.

A Letter from our President and Chief Executive Officer

At Network Health, our mission to create healthy and strong Wisconsin communities is at the center of everything we do. Our president and chief executive officer, Coreen Dicus-Johnson, wrote this letter regarding the COVID-19 health crisis.

Visit Our Facebook Page

Information about the coronavirus has been changing rapidly. Follow Network Health on Facebook to see our posts about keeping yourself safe and healthy during this pandemic.

March 24 Update – Safer-at-Home Order

On Tuesday, March 24, Governor Tony Evers issued a safer-at-home order that requires people to mostly stay at home, except for essential travel like buying groceries, visiting the doctor, picking up medicine or caring for others. The order was issued to contain the spread of the coronavirus within Wisconsin. This order is in effect from Wednesday, March 25 at 8 a.m. until Friday, April 24. 

Essential businesses, like health care providers, banks and grocery stores remain open.

March 13, 2020 Update

  • On March 12, Governor Tony Evers declared a public health emergency in response to the coronavirus. The governor signed an executive order directing the Department of Health Services to "take all necessary and appropriate measures to prevent and respond" to incidents of the disease.
    • The order authorizes the activation of the Wisconsin National Guard as necessary and appropriate. The emergency allows Wisconsin to use state money to support local health departments, including costs related to quarantine and isolation.
  • In order to do our part and ensure our highest risk populations stay healthy through social distancing, effective March 13, we are canceling all member events for the next 30 days.
    • We encourage our members to contact our customer service department by calling the phone number listed on the back of their member ID card.
    • The secure member portal at login.networkhealth.com is another great resources for managing health insurance needs.

 General Information About the Coronavirus

A coronavirus is a large family of viruses which may cause illness in people and/or animals.
COVID-19 is the infectious disease caused by the most recently discovered coronavirus. This new virus and disease were unknown before the recent outbreak. Because it is new, it is sometimes referred to as a “novel coronavirus.”

The most common symptoms of COVID-19 are fever, tiredness, dry cough and difficulty breathing. Some patients may have aches and pains, nasal congestion, runny nose, sore throat or diarrhea. These symptoms are usually mild and begin gradually.

The U.S. Center for Disease Control (CDC) has information about the coronavirus at cdc.gov/coronavirus/2019-ncov/about/symptoms.html. Please contact your provider if you have a fever, cough, difficulty breathing or other symptoms of respiratory illness.

If you have symptoms of the coronavirus—unless it is an emergency—we recommend you call your personal doctor before going to his or her office to discuss your symptoms and get further direction.

The best way to prevent illness is to avoid being exposed to this virus.

Protect yourself just like you would for any other infectious disease, such as the flu.

The CDC recommends everyday preventive actions to stop the spread of respiratory diseases, including the below.

  • Avoid close contact with people who are sick; maintain a distance of at least six feet from people who are coughing or sneezing.
  • Wash hands often with soap and water. If soap and water aren’t available, use an alcohol-based hand sanitizer
  • When washing hands, do so for at least 20 seconds, especially after going to the bathroom; before eating; and after blowing your nose, coughing, or sneezing.
  • Cover coughs and sneezes with the bend of an elbow or tissue, then throw the tissue in the trash.
  • Clean and disinfect frequently touched objects and surfaces using a regular household cleaning spray or wipe.
  • Stay home if feeling unwell.
No, antibiotics do not work against viruses, they only work on bacterial infections. Coronavirus is caused by a virus, so antibiotics do not work.
No, there is currently no vaccine or specific antiviral medicine to prevent or treat the coronavirus. 
We have detailed plans for maintaining our ability to service member needs in the event of a major disruption from any cause, including the coronavirus.

Cyber criminals are more sophisticated and convincing than ever before. And, unfortunately, many of them are using this public health emergency to take advantage of unsuspecting consumers.

If you take nothing else from the following, remember this - Never disclose personal information over the phone when receiving a call.

From the Centers for Medicare & Medicaid Services (CMS)

  • CMS will never ask for personal details.
  • Scammers are offering COVID-19 tests to Medicare beneficiaries in exchange for personal details via telemarketing calls, social media platforms and door-to-door visits.
    • The personal information collected may be used to fraudulently bill health care programs and the unapproved test kits may cause harm to the beneficiaries.
  • Report COVID-19 complaints to the I-MEDIC using the Investigations MEDIC Complaint Form. The I-MEDIC may also be contacted at 1-877-7SAFERX (1-877-772-3379).

 From the Office of Commissioner of Insurance (OCI)

  • Watch out for scammers offering fake, low-cost coronavirus or COVID-19 insurance to cover medical treatments.
  • Scammers might contact consumers claiming their health insurance has been canceled and then provide a toll-free phone number or a malware link to click in hopes of stealing personal information.
  • If you are unsure about an insurance company or agent, do not sign any paperwork or issue payments until you confirm the company or agent offering the insurance product is legitimate and licensed to sell insurance in Wisconsin.
  • Consumers can look up agents and companies by visiting the National Association of Insurance Commissioners
  • To report suspected scams, fraud or other consumer complaints related to COVID-19, contact the Wisconsin Department of Agriculture, Trade and Consumer Protection (DATCP) Consumer Protection Hotline at DATCPHotline@wisconsin.gov or (800) 422-7128, or file an online complaint.

 Regarding Census Fraud

  • All Census Bureau website addresses end in “.gov”
  • The Census Bureau will not send unsolicited emails to request your participation in the 2020 Census. You won't receive Census Bureau emails unless you have signed up to receive them.
  • The Census Bureau will never ask for your information via email
  • The Census Bureau will never ask for the following info (via email or otherwise).
    • Social Security number.
    • Bank account or credit card numbers.
    • Anything on behalf of a political party.
    • Money or donations
  • If someone visits your home to collect a response for the 2020 Census, you can do the following to verify their identity.
    • Check to make sure that they have a valid ID badge, with their photograph, a U.S. Department of Commerce watermark and an expiration date.
    • If you still have questions about their identity, call 844-330-2020 to speak with a Census Bureau rep.
  • If you suspect fraud, call 844-330-2020 to speak with a Census Bureau representative.

 Medical Plan Information About the Coronavirus

Network Health will waive out-of-pocket costs for the lab test and any primary care, urgent care or emergency room visits related to COVID-19 in accordance with the Families First Coronavirus Response Act.

In addition, if you are outside the Network Health service area and you receive the lab test, we are not requiring a prior authorization (prior approval) for the lab test.

You can contact your personal doctor, Wisconsin Department of Health Services at dhs.wisconsin.gov/outbreaks/index.htm, Ascension, Froedtert or visit the CDC’s website at cdc.gov/coronavirus/2019-ncov/index.html.

If you are feeling mildly ill, call your doctor before seeking medical treatment.

  • He or she may be able to give you advice on how to treat your symptoms at home, which would reduce the number of people you expose.
  • If you or someone you’re caring for is short of breath, minimally responsive, looks blue or ashen call 911.
Providers will prioritize who is tested. Here is some of the criteria that will be used.
  • Patients with signs and symptoms of the coronavirus (such as fever, cough and difficulty breathing) and no other explanation for symptoms.
  • High risk patients (individuals with underlying health conditions such as asthma, diabetes, cancer or heart disease, age = 65, residing in a long-term care facilities, etc.).
  • Patients with known or suspected contact (direct contact with a known case of the coronavirus, travel history to a high-risk geographic area or healthcare worker with known exposure) within the past 14 days.
If your provider determines you need a test, they will work with you on what to do next. Typically, that means your doctor will collect a sample via swabbing the nose and throat before sending to a state-regulated lab.
Yes, all Network Health members can get a 90-day supply of their medications if the following conditions are met.
  • The prescription order has sufficient refills remaining. If needed, ask the pharmacist to request additional refills from your prescriber.
  • The requirements for taking these medications imposed by the medication prescriber are met.
  • This applies to our entire pharmacy network, including states outside Wisconsin.

Commercial and Medicare members can get their refills via retail location or mail order.

Health Insurance Exchange members must use mail order to get a 90-day supply of medication.

During the coronavirus health crisis, members may reach out to their pharmacy to ask about delivery options. Many pharmacies are delivering free of charge while Wisconsin is under the safer at home order.

At this time, no changes are anticipated to member medical or pharmacy benefits. We are monitoring the situation closely and will update our information and policy if the situation changes.

Network Health Plans with Supplemental Benefits

During the coronavirus pandemic, many medical providers have stopped offering non-essential services to reduce the risk of spreading the coronavirus among their patients. Several Network Health plans offer supplemental benefits. To determine if your Network Health plan offers these benefits, review your plan documents. Below you will find each benefit and the updates we've received from our partners.
Many dental providers are only offering essential services during this time. If you want to use your benefit, you may be unable to find a provider that is willing to perform routine, covered services.

Because of the high rate of provider closures during this time, the online provider locator may not be fully up-to-date. We recommend calling your provider directly to verify business hours and service availability.

  • Medicare Advantage plans – Delta Dental

    • Delta Dental has reduced their customer service hours to Monday–Friday from 7 a.m. to 4 p.m. CST, until April 1.
    • Delta Dental can be reached at 866-548-0292 (TTY 711) and additional information is available online at medicareadvantage.deltadentalwi.com.
  • Individual and family plans – Argus Dental

    • Argus Dental can be reached at 844-296-1850, Monday–Friday from 7 a.m. to 7 p.m. CST.

Many vision providers are only offering essential services during this time. If you want to use your benefit, you may be unable to find a provider that is willing to perform routine, covered services.

Because of the high rate of provider closures during this time, the online provider locator may not be fully up-to-date. We recommend calling your provider directly to verify business hours and service availability.

EyeMed contact information for each line of business is as follows.

Medicare

  • 833-279-4359 (TTY 711), Monday–Saturday from 6:30 a.m. to 10 p.m., and Sunday from 10 a.m. to 7 p.m. CST.

Medicare (D-SNP)

  • 833-279-4361 (TTY 711), Monday–Saturday from 6:30 a.m. to 10 p.m., and Sunday from 10 a.m. to 7 p.m. CST.

Individual and family plans 

  • 833-279-4360 (TTY 711), Monday–Saturday from 6:30 a.m. to 10 p.m. and Sunday from 10 a.m. to 7 p.m. CST.

Many fitness centers are temporarily closing during this time due to restrictions on large
gatherings and to protect their clients. If your Network Health plan has a fitness benefit, you have access to other resources so you can continue to exercise from the comfort of your home.

Medicare

SilverSneakers® offers the following options for members.

  • SilverSneakers Livestream classes via video conferencing technology.
  • SilverSneakers Go provides digitally-led activities such as guided walks.
  • SilverSneakers instructors and fitness network locations are hosting live broadcast events.
  • OnDemand classes and workshops available 24/7 through the SilverSneakers member portal. Members must create an online account to view the OnDemand classes.

Individual and family plans 

Active&Fit offers the follow options for members.

  • Members can order up to two home fitness kits per year. Each kit is unique and focuses on a specific style of fitness. Depending on the kit(s) the member chooses, it may include items such as DVDs, guides, a FitBit® activity tracker and/or other items.
  • The Active&Fit ConnectedTM tool allows members to track their exercise and activity from a wearable device—this is also available through Active&Fit's ASHConnectTM mobile app.
  • Visit networkhealth.com/individual/additional-benefits for more information on how to select and order home fitness kits.
If your Network Health Medicare Advantage Plan offers the OTC benefit, your service is currently uninterrupted. You can continue to place orders and receive their orders through the mail.
  • Some high-demand OTC items such as hand sanitizer are currently out of stock and  may not be ordered.
  • The OTC center (available through Express Scripts, Inc.) can be reached at 855-435-5164 (TTY 711), Monday–Friday from 7 a.m. to 10 p.m. CST.
  • To determine if your plan offers the OTC benefit, visit networkhealth.com/medicare/additional-benefits.
  • Your service for home-delivered meals following an inpatient hospital stay is currently uninterrupted. Network Health will continue to closely monitor this benefit to ensure we are providing a safe and reliable experience for you.
  • Please contact your care manager with additional questions.

Your service for non-emergency transportation is currently uninterrupted. Network Health will continue to closely monitor this benefit to ensure we are providing a safe and reliable experience for you.

  • Drivers have been provided education on enhanced hygiene and sanitation practices
    during this time.
  • Aryv can reached at 855-923-1113 (TTY 711), seven days a week from 4 a.m. to 10 p.m. CST.
  • You may contact their care manager with additional questions.

Information for Employer Groups

Network Health is here to help. We are here to support you even though our physical offices are closed. We will be handling business a little differently to ensure we’re continuing to provide you with the same superior service you’ve come to expect.  

For employer groups that may have unique circumstances, please contact your client manager. 

Here’s an overview of some changes we’re making effective immediately.

Effective immediately, through May 31, 2020, Network Health will have relaxed eligibility guidelines for employer groups. Groups that have reduced hours for staff, have furloughed employees, or have employees that have been laid off will be considered actively at work for eligibility purposes if monthly premiums are paid.  

Groups no longer meeting participation requirements due to the public health crisis will not be termed. Groups impacted will be handled on a case by case basis at the time of renewal.

We expect renewal timing to remain unchanged. For groups that may see their participation change more than 10 percent, Network Health will not re-rate groups due to these changes through May 31, 2020.

Effective immediately, through May 31, 2020, Network Health is offering a special enrollment period for group business that allows employees, who may have waived coverage at open enrollment, to join Network Health. State eligibility guidelines will apply.

For employer groups that wish to pay the group monthly premium by credit card, please call 920-720-1350 and press option 3. We will be happy to process this one-time payment at no additional costs.

 Health Insurance Exchange (Marketplace) Members

  • If you’ve lost your job or had a change in income, go to healthcare.gov and update your income to see if you qualify for additional subsidies.
  • Contact your broker with any questions.

Telehealth Services

To give our members access to the care they need, effective March 20, 2020, Network Health will cover all telehealth services for a $0 copayment, as directed by the Centers for Medicare & Medicaid Services (CMS), including MDLIVE® virtual visits and telephone and virtual face-to-face visits with in-network providers.

Currently, all telehealth services will be covered at a $0 copayment through April 30, but we will continue to evaluate that date based on guidance passed down by CMS.

No, to increase access to appropriate care, all telehealth visits will be covered at $0 per visit during the coronavirus shutdown, even before members have met their deductible.

Virtual visits limit your exposure to illness from others and limits the spread of any illness you may have. Getting medical advice using a virtual visit provides many benefits if you are experiencing non-emergency symptoms. For more information MDLIVE, including the illnesses they treat and instructions for logging in, visit our Getting Care Quickly page.

Please note, due to increased activity, MDLIVE wait times are longer than usual. If you prefer not to wait on hold, MDLIVE gives you the option to receive a call back.

Yes, all provider telehealth services are covered for a $0 copayment. This applies to all telehealth providers for preferred provider organization (PPO) plans and point-of-service (POS) plans and in-network providers for health maintenance organization (HMO) plans. HMO plans do not cover telehealth services with out-of-network providers. 

The $0 copayment includes all telehealth services except services for specialists that are excluded from performing telehealth visits, such as home health, hospice and autism services.

In addition, we will not cover Medicare non-billable specialties for telehealth visits for Medicare members. 

Any provider can perform telehealth services unless he or she provides specialty services for home health, hospice and autism services. We do not cover Medicare non-billable specialties for telehealth visits for Medicare members. 

Below is a list of providers that have telehealth services available online. This list will continue to grow as we get more information.

Agnesian ssmhealth.zipnosis.com/

Ascension getascensioncare.com/onlinecare/

Bellin bellin.org/virtualvisits

Froedtert froedtert.com/virtual-clinic

MDLIVE mdlive.com/networkhealth or visit login.networkhealth.com for single sign on login through the member portal

Prevea prevea.com/virtualcare

Yes, this list will continue to grow as we get more information.

Froedtert 414-805-2000

Ascension 833-978-0649

ProHealth 262-928-4499

Agnesian 844-225-0147

Bellin Health 888-330-3524

Bellin Telehealth 920-445-7313

Holy Family 920-320-3333

Primary Care of Appleton 920-996-1000

That is at the discretion of the provider. Typically, providers will only see existing patients virtually.

No, the coronavirus must be diagnosed through a lab test. Telehealth providers can let their patient know whether a lab test is warranted.

No, any labs that are ordered by the telehealth provider will be subject to your plan’s deductible, copayment and/or coinsurance. The exception is the COVID-19 lab test – that is fully covered by your Network Health plan.

This depends on the pharmacy, so the member will want to call the pharmacy to confirm. During the coronavirus health crisis, many pharmacies are deliverying free of charge while Wisconsin is under the safer at home order.

In addition, many pharmacies have drive-up windows that customers can use, if they don't want to enter the store.

Tips For Staying Well – Keep Your Distance

  • In general, maintain at least six feet between yourself and anyone who is coughing, sneezing or exhibiting signs of illness. When someone coughs or sneezes they spray small liquid droplets from their nose or mouth which may contain virus. If you are too close, you can breathe in the droplets, and become exposed to the virus. Other tips you may want to consider minimizing the risk of spread of the virus.
  • Perform tasks online where possible (such as banking and grocery shopping).
  • Do your grocery shopping less frequently and during non-peak hours. Stock up on essentials and non-perishable goods so that you do not have to return to the store as frequently. Many grocery stores provide disinfectant wipes to clean the cart handle and your hands after touching surfaces others have touched.
  • Keep a supply of hand sanitizer or disinfectant wipes in your car to clean hands after performing errands (like pumping gas).
  • Avoid being in close proximity to people who are exhibiting symptoms, such as coughing or sneezing.
  • Obtain prescriptions and other medical supplies in case you do catch the virus.
  • Evaluate meetings for organizations in which you are involved to see if they can be postponed.

For our Provider Partners

  • Additional information about medications, lab tests and codes can be found here.

Network Health
1570 Midway Place
Menasha, WI 54952
Hours
Mon., Wed.-Fri.: 8 a.m. to 5 p.m.
Tuesday: 8 a.m. to 4 p.m.