Member Services Open on Saturdays
Our Member Contact Center will be open to help serve members on Saturdays starting March 28. The center will open at 9:00 a.m.
Florida Blue Retail Centers
In support of the Department of Health and CDC guidelines of limiting contact through social distancing, face-to-face access is temporarily unavailable to our Florida Blue Centers and we’ve transitioned to virtual support and services. Members can still count on our neighborhood nurses, community specialists and local service specialists to provide personalized support by calling 1-877-352-5830.
Where Members Can Get the Latest Information
To quickly find the latest information, members can click on the coronavirus link at the top of floridablue.com, floridablue.com/Medicare or our mobile app, as well as in their member account. We’re regularly updating content to make sure members are getting the latest news about the coronavirus, policy changes to help them get care and other ways we’re making it easier to get through these uncertain times. Currently the links take members to either the Medicare coronavirus blog or the non-Medicare coronavirus blog.
Very shortly we’ll launch a new digital experience that will make it easy to see the latest info, connect to Florida Blue resources and support, view a list of testing locations, find out how to take advantage of Teladoc and New Directions services, and much more! When we launch, we’ll redirect all of the links to the new site. We’ll continue offering blog posts to help support our members and the community, while the new web page will be the source for member resources and ways to access care.
If members want to ask questions about the coronavirus, have symptoms and need help finding a doctor to do a COVID-19 test, or any other concern, they are encouraged to call Florida Blue at the customer service number on the back of their member ID card.
Details About Changes to Benefits for Fully Insured Groups and Medicare Advantage Members
To help our fully insured group and Medicare Advantage members get needed care and treatment, Florida Blue is:
- Waiving copays and deductibles related to the medical test for the virus. This waiver also applies to Medicare Advantage plans. Members should call their primary care doctor if they’re experiencing symptoms linked to the coronavirus, such as fever, cough and shortness of breath or diarrhea. If their doctor determines they need to be tested, it’s $0 cost share for the office visit and related services for the test, as well as for the test itself. However, there may be a charge for other tests (like for the flu) if they’re performed.
Note: A doctor’s order is required for the COVID-19 test.
- Increasing access to necessary medications.
- We’re waiving early medication refill limits on 30-day prescription medications for Medicare members and 30-day prescription maintenance medications for commercial members who have plans with prescription drug coverage.
- We’re also encouraging members to use their 90-day mail order benefit. If they need help with mail order, please ask them to call us at the customer service number on the back of their member ID card. They should say Pharmacy when they call.
- Starting March 13, Walgreens is waiving delivery fees for all eligible prescriptions during coronavirus outbreak. Click here to see Walgreens’ full statement. Links to home delivery fliers are below:
- Offering counseling for members feeling stress related to the coronavirus.
- In partnership with New Directions Behavioral Health, members and non-members can talk to specially trained behavioral health counselors at no cost.
- They can speak with a counselor 24/7 about stress they may be feeling by calling the toll-free helpline at 833-848-1762.
- Note: The counselors will not be able to assist with questions about COVID-19 testing or treatment. Members should call us at the number on the back of their member ID card for help with those questions.
- Strongly encouraging members to take advantage of virtual visits for less serious medical issues. Virtual visits are part of the E-Office Visit PCP. Members have two options for virtual care: Teladoc and virtual visits with Florida Blue network providers.
- OPTION 1: TELADOC
Effective March 17, fully insured group members with Teladoc coverage through Florida Blue can have Teladoc virtual visits at $0 cost share while the coronavirus is a health concern.
Effective March 18, Medicare Advantage members have this same benefit and $0 cost share.
Until things get back to normal, members can help protect their health and avoid a crowded doctor’s office for non-emergency illnesses by using virtual visits and taking advantage of 24/7 Teladoc services.
Members should consider a virtual visit for a sinus infection, sore throat, rash, allergies, upset stomach or other non-emergency situations. And medications, except controlled substances, can be prescribed. A virtual visit lets members get the care they need, when they need it, plus keeps them out of the waiting room.
Note: Members cannot get the COVID-19 test or a referral for the test through Teladoc. Tests must be completed in person. If members need help finding a doctor for a COVID-19 test or any other concern, encourage them to call Florida Blue at the customer service number on the back of their member ID card.
For fastest Teladoc support, we encourage members to contact Teladoc online or through their mobile app. They can download the app from Apple App or Google Play stores. Before their first virtual visit, members will need to set up a Teladoc account, including sharing their medical history. Completing this step ahead of time accelerates visit requests.
- OPTION 2: VIRTUAL VISITS WITH FLORIDA BLUE NETWORK PROVIDERS
Effective March 15, Medicare Advantage and members of fully insured groups can also use Florida Blue network providers, if the doctor has virtual visit capabilities. This option enables members to receive virtual care from primary care providers, behavioral health providers and specialists to help protect the member’s health and avoid a crowded doctor’s office.
Members should call their doctor to see if they offer virtual visits.
Virtual visits will be at the regular office visit cost share for routine office services.
Network provider virtual visits will be in effect for the next 90 days. Florida Blue will assess any potential extensions.
Note: Members cannot get the COVID-19 test through a virtual visit. Tests must be completed in person. If members need help finding a doctor for a COVID-19 test or any other concern, encourage them to call Florida Blue at the customer service number on the back of their member ID card.