UPMC Health Plan has measures in place to help keep you and your clients safe

We are here and ready to help. We are actively monitoring the status of the COVID-19 pandemic and have already made some important changes to ensure that all of our members have access to the care they need during this challenging time. We’ve removed financial barriers to care for our members by waiving applicable deductibles, copayments, or other cost-sharing for COVID-19 testing when ordered by a member’s treating medical provider, and we are increasing access to prescription medications by waiving early refill limits at all network pharmacies.

As always, members can get help, advice, and virtual care wherever they are with the UPMC 24/7 MyHealth Nurse Line^‡ or UPMC AnywhereCare. UPMC AnywhereCare virtual visit copays are now waived for all UPMC Health Plan members through June 15, allowing members to receive care any time day or night from the comfort of their home using their smart phone, tablet, or computer (https://upmc-anywherecare.com/).

For your own safety and that of your clients, and to lower the likelihood of exposure to any illness (including COVID-19), UPMC Health Plan is encouraging everyone to adopt the following best practices during this time:

Practice basic prevention.
- Avoid close contact with people who are sick.
- If you’re sick, stay home.
- Wash your hands often for at least 20 seconds.
- Practice social distancing.

Conduct business over the phone. You can continue to answer questions, find participating providers, look up prescription drugs, compare plans and benefits, and explain out-of-pocket costs to beneficiaries over the phone.
Use Cavulus. Through our online CRM you can document phone conversations with your clients, as well as order enrollment kits. In your documentation, be sure to list in detail all of the plans and benefits that were discussed, along with any providers or prescriptions that you reviewed with your client.
Encourage alternate enrollment options. There are several ways your clients can enroll in UPMC for Life.
- Enrollment kits include two paper applications and postage-paid envelopes that can be completed and mailed to us.
- Online enrollment can be completed at https://www.upmchealthplan.com/medicare/shop/.
- Telephonic enrollment can be done as soon as the plan review is completed and the beneficiary is ready to enroll. If using this option, advise your client to hang up with you and call 1-866-400-5067. Before you end the call, you need to add the note below to your lead in Cavulus so your client can be enrolled in the correct plan:
  - For Medicare Enrollments: Final TE Note: ON BEHALF OF <agent name>. <Beneficiary Name> requesting enrollment in <Plan Name and premium>, effective <mm/dd/yyyy>, Enrollment Period - <List Enrollment Period>, Medicare Claim Number - <List MBI number>, PCP - <list practice name and number>, Bill - <list option>. Current Company - <Company name> Current Plan - <plan name> Beneficiary will be <completing enrollment online or calling to enroll.>
  - For SNP Enrollments: Final TE Note: ON BEHALF OF <agent name>. <Beneficiary Name> requesting enrollment in DUAL/SNP, effective <mm/dd/yyyy>, Enrollment Period - <List Enrollment Period>, Medicaid # <list number> Medicare Claim Number - <List MBI number>, PCP - <list practice name and number>, Bill - <list option>. Current Company - <Company name> Current Plan - <plan name> Beneficiary will be <completing enrollment online or calling to enroll.>
  - Please make sure your client knows to contact you directly with any additional questions.

If you have any questions, please contact your broker manager.

^ǂUPMC nurses who answer calls are licensed to assist members located in Pennsylvania, West Virginia, and Ohio. Members must be located in one of those states when calling the UPMC MyHealth 24/7 Nurse Line. The UPMC MyHealth 24/7 Nurse Line is not a substitute for medical care. Nurses cannot answer plan or benefit questions and nonclinical inquiries should be directed to contact Member Services.