COVID-19 (Coronavirus) Announcements

from TakeCare Insurance Co & FHP Health Center

TakeCare

In an effort to be proactive with the current state of preparedness for COVID-19 on Guam and CNMI, TakeCare’s highest priority is to ensure the health and safety of our members, staff, families, and community while continuing to serve our members at the highest level possible. Effective February 22, 2021, Guam will be under PCOR3 and here is what you can expect on TakeCare’s services:

  1. TakeCare will continue to operate at a 50% limited capacity at our Guam administrative offices . Our Saipan administrative office is open Monday to Friday, 8 am to 5 pm. Essential personnel continues to work remotely to provide services during this period and observe social distancing. We encourage customers to transact business over the phone or via email. If it is critical to visit our Guam office, please schedule an appointment and see instructions below. 
  2. Customer Service and Medical Referral Services (“MRS”) remain primarily available to you by phone or e-mail. 
  3. For urgent eligibility or coverage inquiries, members are advised to call TakeCare Customer Service at (671) 647-3526, Monday-Friday, 8am-5pm ChST. Non-urgent inquiries should be sent to us at customerservice@takecareasia.com.
  4. For medical referral or prior authorization inquiries or requests, please call TakeCare MRS at (671) 300-5995 or via email tc.mrs@takecareasia.com
  5. Appointments are available for Customer Service and/or Medical Management for any member and referral inquiries from Monday-Friday, 8am-12pm ChST. Appointments for claims, provider relations, and check pickup are available Monday- Friday, 11am-3pm ChST. Click here to download complete schedule.

 

Office Visits Available By Appointment Only

Effective January 25, 2021, a limited number of our Guam Customer Service and Medical Management staff are available to meet with you in person by appointment only at our Tamuning or Garapan offices if there is a genuine and urgent need.

Please call (671) 647-3526 (Guam) or (670) 235-0994 (Saipan) to schedule an advanced appointment. Visitors with a scheduled appointment will proceed to Customer Service for screening and check-in. We are allowing only one visitor in the lobby at a time. Office visits are on an appointment-only basis.

If you have scheduled an appointment for Provider Claims Drop-Off, Provider Check Pick-Up, Administration or Provider Relations, please proceed to Baltej 3rd Floor for self-screening and check-in. Only one visitor in the lobby at a time. Appointments are highly encouraged. **

Visitors with Temp>100F and Flu-Like Symptoms are not allowed inside; proceed to Urgent Care or see your PCP.

Our staff will strictly enforce the wearing of masks, temperature checks, and social distancing for anyone entering our offices for your safety and those around you. If you are not wearing a mask or if your temperature is over 100°F, you will not be allowed to enter the office. Face masks will not be provided. 

Due to the restricted waiting area space and the need for temperature screening, we ask that you arrive at least 10 minutes before your appointed time. To maintain social distancing, you may also be asked to wait outside until we can service you.   

In compliance with CDC and DPHSS COVID-19 guidelines on social distancing, only adults with appointments will be allowed to enter the office. If you need to be accompanied by someone during your visit, please make arrangements when scheduling your appointment.

These restrictions may be difficult for patients and their loved ones, but TakeCare is taking these necessary steps to protect you and our staff. Limiting the number of individuals in the office are temporary and are being done for the safety of everyone.

 

Drop Box Available

A drop box for documents and payments is available at TakeCare’s Customer Service offices in Tamuning and Garapan.

 

Pay Online Service Available

Members may visit our website on www.takecareasia.com to make payments on Medical and/or Dental Premiums 
 


Temporary Benefit Enhancements

To increase access to selected services related to COVID-19, we’ve updated our TakeCare coverage policy to cover the following services from March 16, 2020 to July 20, 2021, or until the public health emergency is extended or terminated earlier by the US Secretary of Health & Human Services (HHS).

  • TakeCare will cover the administration of FDA-authorized COVID-19 vaccines without any cost to you, as a TakeCare member, only when provided by a facility, medical clinic, or pharmacy approved to participate in the Centers for Disease Control & Prevention (“CDC”) COVID-19 Vaccination Program.
     

  • If you have COVID-19 symptoms, TakeCare covers, at no cost to you as a member, the initial testing/associated visit (including telemedicine services) based on CDC’s criteria and physician’s evaluation & determination. TakeCare provides on its website a “CDC COVID-19 SELF-CHECKER” link to the CDC page which lists the symptoms of COVID-19 and other helpful information.
     

  • If you don’t have COVID-19 symptoms but your physician has evaluated and determined that you’ve had close contact or were exposed, for at least 15 minutes, to someone who’s been diagnosed positive for COVID-19, TakeCare covers the initial COVID-19 testing/associated visit (including telemedicine services) at no cost to you as a member.
     
  • TakeCare has expanded its Telemedicine benefit coverage to include audio and video services using a computer, tablet or smartphone in addition to phone consultation for primary and specialist consultation. TakeCare encourages its members to use telemedicine services to limit potential exposure in physician offices. Contact your provider regarding the availability of telemedicine services. When related to COVID-19 testing and associated visit, applicable member share (copay, coinsurance, deductible) is waived. Otherwise, member share applies. (Contact your provider regarding the availability of telemedicine services).
     
  • COVID-19 testing performed by the Guam Department of Public Health (DPHSS) or the CNMI Community-Based COVID-19 Testing Initiative/Commonwealth Healthcare Corporation (CHCC) are not covered by TakeCare. In these cases, the cost the test is borne by these government entities.
     

In addition, TakeCare is temporarily extending the availability of its $500 travel benefit to approved urgent off-island referrals to our network providers in Taiwan, currently designated as a ‘low risk’ area by the Governor of Guam and the State Surgeon Physician Advisory Group.

 
The following temporary benefit enhancement is not covered effective June 1, 2020:
 

  • Allowing for early medication refills at in-network retail pharmacies for an additional 30 days for members who meet criteria


***The updates and guidance from DPHSS and the CDC are fluid and ever changing as this 2019 Novel Coronavirus (COVID-19) pandemic continues. We will adapt our operating procedures and how we apply our benefits accordingly. ***



Click here for Philippine Travel Advisory

Click here for Travel Advisory

Click here for Travel Advisory for Taiwan


Contracting/Credentialing
Your provider relations team will continue working remotely during PCOR2 to continue to provide you with limited services and through appointments only.  

You may also reach us through the following e-mails: 
Primary e-mail: TC.Provider@takecareasia.com
For urgent Contracting concerns, please correspond with: 

 

Zarina Caliboso
Contracting  
Zarina.Caliboso@takecareasia.com

 

Azaria Quenga 
Credentialing 
Azaria.Quenga@TakeCareasia.com

 

Donabel A. Little, MPH, NDTR, CDM, CFPP, ACE-CHC
Clinical Quality, Wellness and Contracting Manager 
Donabel.Little@takecareasia.com

 

For claims:
Our claims team will continue to receive claims submission electronically. 

  • For providers who are currently submitting claims through TakeCare’s EDI system, you may continue to submit claims as is. 

For providers that submits manual claims to our office, you may submit through appointments only or by secure e-mail to Claims_team@takecareasia.com

 

For Finance and Check pick-up:
Our Finance team will continue to send check payments through mail. 

All checks  released this month will be mailed unless prior pick-up appointments are scheduled by Tuesday, February 23 otherwise checks will be mailed on February 24th if no prior appointments were made. 

To schedule appointments for Claims, Contracting/Credentialing and Finance, please call 487-7139, 686-3678 or 688-3069. 
Schedule are as follows: MONDAY to FRIDAY 11AM-3PM. 

We are continuing to monitor the news, updates, and guidance from DPHSS, World Health Organization, the CDC, and other agencies regarding the 2019 Novel Coronavirus (COVID-19) and will adapt our operating procedures accordingly. For the latest updates, visit our website or follow us closely on social media.
 

FHP Health Center

At FHP Health Center, your health and safety are important to us. FHP remains open to serve all of your healthcare and medical needs. To better serve you, we encourage you to keep your appointment with your healthcare provider. We have implemented stringent screening and sanitizing procedures to keep you safe. Come see us! For appointments, call 646-5825 and press 2.

For the most up-to-date information, please visit our Facebook page https://www.facebook.com/fhphealthcenter/ or website at takecareasia.com.

 

FHP Revised Hours (as of February 22, 2021)

FHP Health Center Remains Open for YOU!
Updated Temporary Revised Hours during Covid-19 Pandemic: Effective Sunday, September 06, 2020, FHP Health Center is open from 8:00am – 8:00pm, Monday thru Saturdays. CLOSED on Sundays. DLS laboratory at FHP Health Center will mirror FHP’s hours of operation.

Mega Drug III at FHP is open from 8:00am – 6:30pm, Monday thru Fridays. 8:00am – 4:00pm Saturdays. Closed on Sundays.

FHP Vision Center is open from 9:00am - 6:00pm, Mondays thru Saturdays Closed Sundays.
 

  • Telemedicine appointments now available
  • Online payment now available
  • Same day appointment available
  • No appointments needed for Urgent Care

 

Before you arrive:

  • Appointments will be scheduled (except Urgent Care) to allow for social distancing

 

When you arrive:

  • In order to comply with local governmental mandates, we will be limiting access to the clinic to patients only. No escorts will be allowed unless necessary for a disabled client. For minors, one adult can escort the patient.
  • Before entering the clinic, all patients will be screened and their temperature will be taken. If anyone has a temperature of 100.0 Fahrenheit or higher, they will be asked to reschedule and be seen at FHP Urgent Care.
  • There will be a NO MASK, NO ENTRY POLICY. All patients will be required to wear a mask before entering clinic. If you have an infant, please place a blanket over their stroller or car seat. If you have a toddler, apply a scarf to their facial area shielding the nose and mouth area for environmental exposure.
  • Effectively immediately, please do not wear a face mask with an exhalation valve/bulb cover in the office or clinic. This mask is intended to make individuals breathe easier but it also allows the virus out. Therefore, it does not protect others from getting covid-19 if the individual wearing it has the virus.

 

Our clinic will look different when you come in:

  • Seating in the lobby will be limited and spaced to comply with social distancing guidelines.
  • The front desk check-in area will have clear acrylic sneeze guards to protect patients and staff.
  • Each department will be limited to comply with social distancing guidelines.
  • Our lobby area will routinely undergo a disinfection process using EPA approved disinfection agents.

 

The way we greet each other will be different than before. We may not be high-fiving, fist-bumping or hugging, but our connection to each other will remain strong during this time. We look forward to seeing you again and are happy to answer any questions you may have about the steps we have taken to keep you, and every patient, safe in our practice. 

Our staff will do their best to reach out to every patient in the coming weeks to help schedule and confirm appointments. We will do our best to keep waiting times to a minimum while maintaining new protocols for everyone's safety.

FHP Dental Center patients please call 646-5825, press 2 to make an appointment, then press 2 to schedule an appointment or for inquiries.

FHP Vision Center patients please call 646-5825, press 2 to make an appointment, then press 3 to schedule an appointment or for inquiries.

 

Vision and Optometry services include:

  • Valid prescription refill for eyeglasses or contact lenses;
  • Frame adjustments (curbside drop off and pickup only; please call (671) 646-5825, Press 2, before proceeding through curbside drop off and pick up)
  • Eye Exam with Optometrist.

 

Any urgent visits will still require patients to call in and schedule an appointment. 
For any optical services such as eyeglasses, frames, or contact lenses, please email albert.soriano@fhphealth.com.
 

Click here for detailed schedule
 

 

We understand that you and your family may be anxious about COVID-19. We want to assure you that FHP Health Center has a rigorous infection-prevention protocol that meets local, state, and federal regulations.
 
Our top priority is to ensure you and your family’s safety at all times. Please, take a moment to determine if you meet any of the following criteria listed below:

  • Fever
  • Cough
  • Shortness of breath or difficulty breathing 
  • Traveled or been near a person who has tested positive in the last 30 days

 

If you answered “yes” to any of the criteria above, call the FHP Health Center at 646-5825 PRESS 7 for any Covid-19 related matters, Mondays through Saturdays between 8am-8pm.
 
FHP Medical services are open to serve you. Our medical services are Urgent Care, Adult Medicine, Pediatric, Radiology and Cancer Center.
 
In compliance with CDC and DPHSS COVID-19 guidelines on social distancing, FHP Health Center has temporarily implemented limitations on patient chaperones.

  • For minor or pediatric patients – only 1 guardian or parent to accompany patient
  • For adult patients – 1 chaperone for elderly and adult that needs assistance.
  • For adult able patients – no chaperone allowed

 
These restrictions may be difficult for patients and their loved ones, but FHP Health Center is taking these necessary steps to protect patients, staff and community. Limiting the number of chaperones is temporary and is being done for the safety of everyone
 
FHP Health Center has implemented a COVID-19 screening process at all building entrances. Prior to entering the clinic, a screener at the door will interview you and your family members. The screener will determine if you will require additional assessment at our designated isolation area by a nurse and provider or are able to enter the clinic.
 
As a reminder, the best prevention includes washing your hands frequently, observing cough etiquette, stop touching the facial area, maintaining a social distance and avoiding large crowds.
 
Thank you for choosing FHP Health Center for all your health care needs. We will always be committed to protecting your safety while maintaining a high-quality of care.
 
We’re all in this fight to stop the spread together. Thank you for your cooperation.