Coronavirus Resource Hub

Resources for AllWays Health Partners members

AllWays Health Partners is committed to ensuring timely access to critical health care services for coronavirus (COVID-19) that our members may need during this public health emergency.
  • Timely access to testing, virtual urgent care, and treatment for coronavirus
    We have put in place coverage policies for COVID-19 testing and treatment, based on public health recommendations and industry guidelines that are informed by the best data and medical evidence available.

    To expedite access to critical health care services for COVID-19 in accordance with guidelines from the Centers for Disease Control and Prevention (CDC) and the Massachusetts Department of Public Health, our coverage criteria, which may be updated in response to an evolving situation, includes:
    • Removing cost-sharing (copayments, deductibles, or coinsurance) for COVID-19 testing and copayments for COVID-19 treatment at provider offices, retail health clinics, urgent care centers, and emergency rooms.
    • Removing cost-sharing for telemedicine services to enable our members to seek care virtually, reducing the need to go to medical offices.
    • Supporting access to out-of-network providers for the above COVID-19 testing or treatment when no in-network providers are available.
    • Allowing early refills for most prescription medications, in addition to the benefits and services that are already available through our FlexRx pharmacy benefit program.

    Partners HealthCare on Demand for urgent care

    All Partners HealthCare patients can now access Partners On Demand telemedicine services during the COVID-19 crisis. Learn more

    In addition, we are offering free telehealth resources to our provider partners to protect providers and patients from exposure while allowing for the continuation of care.

    If you have questions about AllWays Health Partners coverage for COVID-19, please call the number on the back of your ID card for a prompt that will take you to a dedicated phone line.  For medical questions about testing or treatment, we recommend that you contact your doctor or another health care professional.
  • Behavioral health information
    Costs for telemedicine with a behavioral health provider
    There will be no cost to you for telemedicine (including telephone) visits for standard/routine outpatient behavioral health.
    Referrals or prior authorization from primary care  provider
    You do not need to obtain a referral or prior authorization from your PCP for outpatient behavioral health services.
    How to find a provider for behavioral health
    If you do not currently have a behavioral health provider, you can find a provider on the Optum website at Optum is AllWays Health Partners’ behavioral health partner. Once you log in to the Optum secure member portal, click on Find a virtual visit provider, then enter the type of provider you are looking for, your zip code, and click search.  From this site, you will also be able to schedule a virtual visit with a provider.
    Access to outpatient behavioral health services using telemedicine
    To make it easier to receive appropriate behavioral health treatment during this time, we are encouraging providers and members to use secure video-enabled virtual visits (also known as telemedicine services). If you or your providers do not have access to video technology (computer or mobile), or the telemedicine platform is not working, you may be able to have your session by telephone.
    Resources available to support your mental health and well-being
    We recognize that these times are stressful, and we are taking action to make sure our members affected by COVID-19 have the support and resources they need.  Here are some of the programs available to you:
    • Optum’s Behavioral Health Help Line (866-342-6892) provides free emotional support by trained mental health specialists 24 hours a day, seven days a week during this crisis. This service is free of charge and open to anyone impacted by COVID-19.
    • Behavioral health information containing shelter-in-place tips from Optum:
    • Optum’s Member Portal ( offers tips for managing stress and anxiety, mindfulness techniques, and trainings on helping you cope in difficult times.
    • Virtual Recovery Services for individuals seeking support for substance use disorders. WeConnect offers free daily online recovery support groups.
  • Be aware of coronavirus-related scams
    Many scammers and hackers are taking advantage of the challenges and uncertainty surrounding COVID-19. There is a heightened risk of scams and price gouging during financial disruptions. This includes tricking people into sharing their personal data, buying fake vaccines or treatments for coronavirus, donating to fake charities/organizations, and more.
    You can avoid becoming a victim of these scams by being cautious about responding to calls, emails, or letters that use the coronavirus to scare or pressure you into sharing your personal information. To learn more about scams and what you can do to avoid them, visit the Federal Trade Commission’s page on coronavirus scams. The Middlesex County District Attorney’s Office also has a list of common COVID-19 scams and additional tips for avoiding them.
    If you aren’t sure if something is a scam, check with a trusted source like the U.S. Government, CDC or World Health Organization. You can contact AllWays Health Partners customer service at the number on the back of your member ID card to verify or ask questions about any communications using our name. For example, you should contact us before purchasing unsolicited AllWays Health Partners insurance policies or agreeing to changes to the terms of your current insurance policy. You can also send an email to or start a Live Chat during regular business hours on the portal.
  • Additional information for MassHealth/My Care Family members
    AllWays Health Partners is here to help and ensure that My Care FamilySM members can receive critical health care services for COVID-19 during this public health emergency.
    My Care Family has made the following changes to coverage in response to the COVID-19 crisis based on public health and state guidelines.
    • Telemedicine services (including telephone and live video)
    • Early refills and up to a 90-day supply for maintenance prescriptions are covered as long as additional refills are available. Some prescriptions may not be included. Check with your pharmacy if you have questions.
    • Home visits for services when medically necessary and clinically appropriate.
    • Access to out-of-network providers for the initial COVID-19 test or treatment when no in-network providers are available.

    If you have questions about your My Care Family coverage for COVID-19, please call the number on the back of your ID card for a prompt that will take you to a dedicated phone line. For medical questions about testing or treatment, we recommend that you contact your primary care provider (PCP) or another in-network health care professional.

    As a My Care Family member, you also have access to Buoy, a free web-based tool you can use to check your symptoms, figure out if you should be tested for coronavirus, and learn about care options available to you. Visit or to use it. Keep in mind that Buoy is not a substitute for professional medical advice, diagnosis, or treatment. To learn more about Buoy, see the Frequently Asked Questions document.

    For information on testing and treatment, virtual urgent care, and behavioral health, please review the information for members in the sections titled ‘Timely access to testing, virtual urgent care, and treatment for coronavirus’ and ‘Behavioral health information’ above.

Information for employers and brokers

Learn what AllWays Health Partners is doing to support our employer customers who may be experiencing economic hardship, or changes to employment status within the workforce, due to the COVID-19 crisis.
  • Premium billing and enrollment
    AllWays Health Partners has created the following guidelines to support you during this challenging time:
    Options to help avoid coverage termination
    • Provide an opportunity to create reasonable premium payment plans. We will ask that you contact us if assistance is needed in setting up a payment plan; this contact information will be included in our notices of overdue premiums.
    • Buy-down options. You may change your coverage to a level that allows you to lower your monthly premium costs outside of your typical renewal period (once per plan year).
    • Honor deductible accumulator credits for members who re-enroll with you for the current plan year. This applies if you terminate accounts and/or an employee’s coverage due to COVID-19 layoffs, and subsequently re-enroll your group and/or employees.
      • NOTE: If you terminate your account entirely, our standard re-rating process upon re-enroll will apply.
    Furloughs or decreased hours
    • Relaxing the working eligibility participation guidelines for up to 90 days for employees who are furloughed or experience decreased hours, and who are willing and able to pay premiums, provided all employees within a class are treated equally.
    COBRA coverage
    COBRA coverage is available if the business is still considered active with at least one covered employee. You must determine whether employees are considered active/working employees. If there are no employees remaining, COBRA is not an option.
  • Additional resources during this public health emergency
    Here are a few helpful resources on government support for small businesses at this time:

Information for providers

Providers in the AllWays Health Partners network can find answers to frequently asked questions at our COVID-19 Provider FAQ page on our provider resource center.

Frequently asked questions about coronavirus

  • What is coronavirus?
    Coronavirus Disease 2019 (abbreviated as “COVID-19”) is a respiratory disease caused by a novel (new) coronavirus. It is thought to spread primarily from person-to-person through respiratory droplets produced when an infected person coughs or sneezes. Symptoms range from mild to severe and include fever, cough, and shortness of breath. Older adults and people with chronic medical conditions may be at greater risk.
  • Where can I get updates on coronavirus?
    Stories around the coronavirus disease are developing daily. The best source for credible news on COVID-19 is the CDC (Centers for Disease Control and Prevention). You can check their website to find the latest updates and recommendations, including resources like:
    The Massachusetts Department of Public Health is also a helpful resource for more of the latest updates.
  • How can I prevent coronavirus?
    Because there is currently no vaccine for COVID-19, the CDC recommends these everyday preventive actions to help stop the spread of disease:
    • Avoid close contact with people who are sick
    • Avoid touching your eyes, nose, and mouth
    • Stay home when you are sick
    • Cover your cough or sneeze with a tissue, then throw the tissue in the trash
    • Clean and disinfect frequently touched objects and surfaces using a regular household cleaning spray or wipe
    • Wash your hands often with soap and water for at least 20 seconds, especially after going to the bathroom; before eating; and after blowing your nose, coughing, or sneezing
      • If soap and water are not readily available, use an alcohol-based hand sanitizer with at least 60% alcohol
  • What should I do if I have symptoms?
    Symptoms of COVID-19 are very similar to those of the flu. If you have a fever, cough, or difficulty breathing and live in or have recently traveled to an area where the virus is actively spreading, you should contact your doctor or another health care professional.

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