Emergency preparedness fact sheet for providers

Summary:

• The document outlines our emergency preparedness, including temporary changes to services during declared emergencies in California.
• A specific helpline, 833-285-4030, is where members can get help in case of office closures, equipment replacement, extension requests, and more.
• We offer mental health support through our Employee Assistance Program and require care providers to adhere to Department of Health Care Services laws.

California is faced with threats, including weather-related office closures, delays, facility evacuations, wildfires, floods, and earthquakes. Anthem is dedicated to delivering the best possible services to its members, even during an emergency. Part of preparing for an emergency event includes educating care providers within our network on our emergency policies and procedures, response, and communication protocols. During an emergency, we will update the Anthem provider website with information related to disaster processes. Check the portal during an emergency because we will update the website as new information is received.

At a minimum, we will make the following temporary changes when an emergency is declared.

Emergency or urgent care:

• Members can receive emergency or urgent care from any doctor or hospital even if they are not in their plan’s network. We will pay the claims as if they are in their plan’s network.
• If a member’s doctor’s office or healthcare facility is closed because of the emergency, or if members are unable to travel there, they can call Anthem’s member disaster helpline at 833‑285‑4030. We can help them find another doctor.
• If a member is in a care management program and needs to reach them, they can call 833‑285‑4030.

Medical equipment that is lost or damaged

We can help members replace their equipment (also called durable medical equipment or DME). They can call us at 833-285-4030.

Preapprovals or referrals

Members have more time to request them. There won’t be any late fees. Members can call 833‑285‑4030 if they need an extension.

Filing a claim

Members and their doctors have more time to file claims. Members can call us at 833-285-4030 if they need an extension.

Mental health support

Employee Assistance Program (EAP) offers mental health support as well as resources on our website to help with legal and financial concerns and dependent-care needs. Members can call the EAP crisis line 24/7 at 877-208-8240 or go to the EAP website and use the login: EAP Can Help.

Additional support

If members need additional support, they can call the Anthem member disaster helpline at 833‑285‑4030.

All of Anthem’s network providers are bound by any cited laws and requirements of the Department of Health Care Services. This includes annually submitting adherence to CSM Emergency Preparedness Final Rule FR 63859 and notifying Anthem within 24 hours of an emergency in the instances of closure, inability to meet the demands of a medical surge, or if otherwise affected by the emergency.