As of Monday, March 23, 2020 a mandatory “stay at home” order was issued for the state of Ohio, where ClaimLinx’s main office is located. To help prevent the spread of the novel Coronavirus, Governor Mike Dewine has mandated all nonessential businesses close their offices until Monday, April 6, 2020. Claimlinx employees are able to continue working remotely, but we are making some adjustments to our services.
Because we are an Insurance Institution, we are considered an essential business, as outlined in the order. So we will still have some employees going to our office to maintain services. But we are limiting this as much as possible. For that reason, we do anticipate some delays in mailing.
Mailing is Changing
It’s a priority for us that our clients and members can access their health coverage services, especially during this time. But it’s also a priority for us to protect our employees. So at this time, we expect delays when it comes to mailing out member ID cards and explanations of benefits (EOBs).
When it comes to member ID cards, we will be sending first a digital copy for the member to use. Then we will send a printed version later. If any member would like a copy of his or her member ID, please contact email@example.com or start a conversation with a team member now using our Live Chat feature.
Because we do not want too many people in our offices at once, we do expect to have some delays when it comes to mailing documents to members. If you have any questions about a claim or would like to receive a copy of your EOB, you can email firstname.lastname@example.org or start a conversation with a team member now using our Live Chat feature.
Contact and Processing Will Continue
As employees are able to work remotely and take turns going to our office, we are not anticipating any delays in claims processing at this time. We have worked hard in the last two years to make this process mostly digital. So our claims processors are expected to be able to continue without much interruption.
There will continue to be service team members available if you have questions about coverage, a prior claim or if you need a copy of your member ID. As is always the case, if you are sick or in need of medical attention, please contact your provider first.
We would also like to remind our members that local cases of the virus may be putting a strain on the healthcare system in your area. This may have an affect on your regular care. Please be proactive about checking with your provider about changes to any necessary upcoming appointments.
Your local pharmacy may also be experiencing limited hours or delays in filling regular prescriptions. Please check your stock of any regular prescriptions. Be sure to have them filled as early as possible to avoid any interruptions.
Please also remember that members still have access to the member portal for the remainder of March. That means you can still check on claims or print any important EOBs. Starting April 1, 2020, all members will need to reach out to our team directly to get these documents.
Related post: Member portal will be unavailable temporarily
ClaimLinx will continue to communicate with members via email and through our website. Please look for any updates there. Stay healthy and we hope these interruptions in service for all of us are as short as possible.