Emergency Messages

Urgent Messages

COVID-19

Information regarding coronavirus disease 2019 (COVID-19) is evolving rapidly as more cases are identified around the world and here in California. HPSM appreciates our providers' role on the front lines of this public health crisis, and we want to support you however we can as you support our members. Here are resources for both you and your patients.

For the most up to date information, please consult the San Mateo County Health and Centers for Disease Control websites.  

Clinical & HPSM Resources

Medication needs

If an HPSM member needs an additional supply of their medications during this time to stay prepared, please have them contact their pharmacy for assistance. Delivery services may be available. If assistance is needed to refill a medication early, pharmacies should contact:

  • HPSM Pharmacy Help Desk line at 888-635-8362, at any time (available 24/7) OR
  • HPSM Pharmacy Services at 650-616-2088 during business hours (Monday - Friday, 8am - 5pm) 

HPSM Remains Open

To support essential services during the shelter-in-place directive, HPSM will remain open. However we have a reduced and largely remote (telecommuting) staff. Please note:

  • We are closed to onsite visits (either at provider offices or at HPSM’s office).   
  • Please hold Provider Dispute Resolution requests (PDRs) and paper claims until April 7th, or until further notice. 
  • Please submit claims electronically through eHEALTHsuite. Get more information on electronic claims.
  • Timely filing requirements will be lifted until further notice. Please monitor HPSM’s website for updates.
  • Please bookmark this page. We aim to share timely information related to COVID-19 here, as well as by releasing provider notices. 

Authorizations

Until further notice, prior authorization is not required for home health care, incontinence supplies and non-emergency medical transportation (NEMT). Please direct these services without delay to members who need them. During this period, an authorization is not required for these services.

Telemedicine

HPSM has expanded flexibility for telehealth reimbursement to support providers responding to the COVID-19 pandemic. Additionally, HPSM has begun covering two new telemedicine codes for all lines of business: G2010 and G2012. For details, please see this guidance document. We encourage providers to refer to DHCS and CMS sources for the most up to date information on policy changes, and answers to detailed billing questions not included here.

COVID-19 Screenings and Testing

Please see the information below regarding testing for SARS-CoV-2:

  1. If you have access to a commercial laboratory for SARS-CoV-2 testing, please access that option through your internal processes. You do NOT need to contact San Mateo County Communicable Disease Control to request authorization to test through a commercial laboratory.
  2. If you do NOT have access to a commercial laboratory for SARS-CoV-2 testing, please contact San Mateo County Communicable Disease Control at 650-573-2346 to request authorization to test based on our current testing criteria.
  3. Healthcare providers MUST REPORT to San Mateo County Communicable Disease Control Program ALL positive COVID-19 laboratory testing results from commercial laboratories within one day (24 hours) a. Please complete and fax a COVID-19 Persons under Investigation and Case Report Form to 650-573-2919.
  4. For more information about collecting specimens and testing in general, please go to CDC Evaluating and Testing Persons for Coronavirus Disease 2019 (COVID-19).

Should any HPSM members need the test, HPSM will cover the whole cost; HPSM members will not be charged, including any cost-sharing (including, but not limited to, co-pays, deductibles, or coinsurance).

Prevention, diagnosis & treatment

There is no specific antiviral treatment recommended for COVID-19. However, people infected with COVID-19 should receive supportive care to help relieve their symptoms. Please use telehealth services to deliver care when appropriate, to limit member exposure to others infected with COVID-19. For severe cases, treatment should include care to support vital organ functions.

These resources from the Centers for Disease Control will help you protect your and your patients’ health

Interpreter Services 

Beginning Monday, March 16th, 2020 all in-person interpreter services will be suspended until further notice. Telephonic interpreter services continue, with increased capacity. Telephonic interpreters are available 24/7 in more than 200 languages; to access these services: 

  1. Call Certified Language Interpreters 1-800-CALL-CLI (1-800-225-5254) 
  2. Provide the CLI operator with the following information when prompted: 
    • Access Code: 64095 
    • Language needed 
    • Provider office name 
    • HPSM member ID 
    • HPSM member date of birth 
  3. Begin your conversation after the CLI operator connects you to the interpreter 

Changes to office hours? Please let us know

Please send any changes/updates to your hours of operation or staffing capacity to HPSM Provider Services at psinquiries@hpsm.org. Sharing this information with us will help us continue to connect members to necessary services.

Non-Medical Questions: Dial 211 

If you or your patients have questions about how to prepare for or prevent the spread of COVID-19, call the County of San Mateo Public Call Center by dialing 211. This multilingual hotline is open 24 hours a day, 7 days a week. Calling this number instead of 911 will allow dispatchers to focus on emergency calls. For more information, visit the county website or text "coronavirus" to 211211 for updates.