Coronavirus (COVID-19): Operational Update

Care Services continues to follow the guidance of global healthcare authorities such as the United States Department of Labor, the World Health Organization and Center for Disease Control. Following is an update on our response to the Coronavirus (COVID-19) pandemic:

  • Our business continuity plan has been activated. A core part of this plan is deploying our remote work capabilities. Our best-practice IT infrastructure utilizes a secure cloud infrastructure that enables our employees to access all of the applications they need to perform their job duties with a secure internet connection from anywhere in the world. Our client-facing portals and apps also benefit from our cloud infrastructure to support client operations.
  • We are well prepared. As part of our business continuity plan, our associates routinely test our business continuity capabilities. We recently had to move to 100% remote operations during an inclement weather event. During this event, our management team had direct line of sight into our call center and VOIP platforms to measure all service statistics, allowing our leadership team to manage our operational performance just as we do when we are on-site.
  • We are monitoring our pharmacy and delivery networks. At the current time, we are not aware of any mass closures of pharmacies or delivery vendor availability. We will continue to monitor the network and we will communicate any changes to customers impacted by changes a pharmacy or delivery provider’s status. If this is to occur, we will work with you to identify alternate pharmacy or delivery drivers that can be utilized. While our network pharmacies have a plan to reach out to us prospectively if they are having any issues servicing our prescription needs, we also ask you to notify us if you are aware of any service disruptions in your area.
  • We recommend that you review your plan limits. Where appropriate, temporarily changing your backup pharmacy plan limits may be beneficial. Many clients have increased prescription days’ supply limit to 30 days and their high-dollar limit to $1,000. Making changes to plan limits will vary by client. Please reach out to your Account Manager directly or call our help desk to discuss your plan design and make adjustments, where appropriate.

As always, our account managers, pharmacy and delivery help desk teams and our executive team are available to answer any questions. Please continue to let us know how we can support you and keep us posted if conditions change in your area.