Coronavirus Frequently Asked Questions

Updated: 9/8/2021 10:00 AM EST
What You Need to Know About the Coronavirus (COVID-19)
CVS Health is actively monitoring the global COVID-19 pandemic, including guidance from trusted
sources of clinical information such as the Centers for Disease Control (CDC) and World Health
Organization (WHO). Below is information about policies and procedures that CVS Health has
implemented that focus on the health and safety of our colleagues, customers, members, and patients.
For more information about the virus, please visit the CDC and/or WHO websites dedicated to this issue.
*The content below is not intended to be a substitute for professional medical advice, diagnosis or
treatment. Always seek the advice of your physician or other qualified health provider with any
questions you may have regarding a medical condition.
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Contents
Testing for COVID-19............................................................................................................... 4
COVID-19 Drive-Thru Testing at CVS Pharmacy Locations............................................................ 4
Point of Care Testing .............................................................................................................. 8
Antibody Testing ..................................................................................................................10
New York Forward Rapid Testing program ...............................................................................12
Aetna Coverage....................................................................................................................14
CVS Health Actions & Announcements ...................................................................................17
Medications and Supply Chain................................................................................................19
Rx Delivery .................................................................................................................................................................20
Aetna .....................................................................................................................................20
Specialty – Voluntary ............................................................................................................21
Voluntary – Accident, Critical Illness, Hospital Indemnity Plans ............................................................................21
Voluntary – Fixed Indemnity Plan ............................................................................................................................21
Cost-Sharing and Co-Pay Waivers Announcement (March 25th, 2020)..........................................22
Caremark ...............................................................................................................................23
Coram Announcement (April 17th) .........................................................................................24
Return Ready Announcement (June 24th)................................................................................26
MinuteClinic ..........................................................................................................................27
E-Clinic ................................................................................................................................29
MinuteClinic Video Visits .......................................................................................................31
Aetna Medicare....................................................................................................................33
Aetna Better Health ..............................................................................................................34
Telemedicine (General & Aetna Commercial, Aetna Medicare, Aetna Medicaid)....................34
Finding Telemedicine Solutions ..............................................................................................38
Telemedicine Cost Sharing Waivers.........................................................................................39
Mental Wellness Using Telemedicine ......................................................................................39
About MDLIVE and Teladoc® Telemedicine Services ..................................................................39
Telemedicine Information for Providers ..................................................................................42
The Families First Coronavirus Act as It Relates to Telemedicine.................................................42
The Coronavirus Aid, Release, And Economic Security (CARES) Act as It Relates to Telemedicine....43
Telemedicine Cost-Sharing and Co-Pay Waiver Announcement (March 6th) ................................43
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Aetna Medicare .....................................................................................................................45

Medicare Advantage.............................................................................................................45
Prescriptions ..............................................................................................................................................................45
COVID-19 Testing & Treatment................................................................................................................................46
The Resources For Living® program.........................................................................................................................46
Aetna SilverScript Individual Medicare Prescription Drug Plan (PDP)...........................................46

Aetna Better Health Medicaid................................................................................................48
Additional Resources .............................................................................................................49
Cleaning Guidance ................................................................................................................49
Internal FAQs .........................................................................................................................49
Updated Face Mask Guidance (Updated 8/6) .........................................................................49
Human Resources & Workplace Adjustments ........................................................................50
Attendance & Pay During Illness .............................................................................................50
Special Year End Bonus..........................................................................................................53
Work from Home..................................................................................................................55
Parental Guidance .....................................................................................................................................................57
Office-Related ......................................................................................................................58
Cleaning Guidance .....................................................................................................................................................59
Technology Resources ...........................................................................................................59

Taxes...................................................................................................................................61
Contact Information..............................................................................................................62
Travel Guidance .....................................................................................................................63
Personal Travel.....................................................................................................................63
Domestic Business Travel and Meetings ..................................................................................64
International Business Travel .................................................................................................65
Cancelling Meetings and Travel ..............................................................................................65
Business-Related Visitors .......................................................................................................65
Protecting Yourself ................................................................................................................66
COVID-19 Quarantine Protocol ...............................................................................................67
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Testing for COVID-19
COVID-19 Drive-Thru Testing at CVS Pharmacy Locations
1. How is CVS Health supporting testing efforts in local communities? (Updated 1/25)
CVS Health is uniquely positioned to play a vital role in supporting local communities and the overall
health care system in addressing the COVID-19 pandemic. Our ability to coordinate the availability of
COVID-19 testing bolsters states’ efforts to manage the spread of the virus.
In March, CVS Health opened a pilot drive-through COVID-19 test site in a parking lot at a CVS Pharmacy
store in Shrewsbury, MA. This pilot provided the company with a number of key learnings, which helped
inform the company’s ability to improve on and maximize drive-through testing for consumers.
In April, CVS Health joined forces with the U. S. Department of Health and Human Services and state
governments in Connecticut, Georgia, Massachusetts, Michigan and Rhode Island to help increase
access to rapid COVID-19 testing at large-scale sites in publicly accessible areas. Each site operated
seven days a week, providing results to patients on-site, through the end of June
Since then, CVS Health has continued to expand access to COVID-19 testing, establishing testing sites at
more than 4,800 CVS Pharmacy locations across the country, including nearly 1,000 of which provide
rapid-result testing.
2. Where are the stores located in these states?
For more information on test site locations in a specific state, please visit CVS.com.
3. Why are you expanding further? (Updated 9/8)
Beginning in September 2021, we have added a select number of new testing locations in 10 new states
to increase access to COVID-19 testing in high-risk, underserved communities with limited availability to
lab testing services. The new states are Alabama, Arkansas, Colorado, Delaware, Iowa, Mississippi,
Montana, North Dakota, Oregon and West Virginia.
4. Will COVID-19 testing be available at all CVS Pharmacy locations? How are you selecting the CVS
Pharmacy locations? (Updated, 1/25)
Testing will not be available at all CVS Pharmacy locations. CVS Pharmacy, HealthHUB and MinuteClinic
will continue to serve customers and patients.
CVS Health currently has more than 4,800 locations across the country offering COVID-19 testing.
Through this effort we are hoping to provide access in areas of the country that need additional testing
and are selecting CVS Pharmacy locations with this criteria in mind.
5. How much will it cost to get a test? Will the test be covered by insurance?
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We are accepting insurance at the drive-thru test sites. Under the Families First and CARES Act
legislation, patients should not have any out of pocket costs with their insurance. Uninsured patients will
be covered under a program funded by the Department of Health and Human Services.
6. Do people still need to make an appointment on-line to get a test? (Updated 4/9)
Yes, patients must register in advance at CVS.com to schedule an appointment. Patients will need to
pre-register, provide their insurance information as appropriate and verify their eligibility for testing.
Once they have registered, the patient will be provided with an appointment window for up to seven
days in advance.
7. What criteria are you using to determine who can get a test?
COVID-19 testing will be available to eligible individuals meeting CDC and state-specific criteria, in
addition to age guidelines. A physician’s referral is not required.
8. Will you make testing available for health care workers and first responders?
Yes, first responders and health care workers will be able to sign up if their local or state health
departments have prioritized these groups for testing, if they have a physician’s referral, or if they are
symptomatic.
9. What is the process when people arrive at the store for testing?
Patients will be required to stay in their cars. When patients arrive at the store there will be clear
signage to direct them towards the pharmacy drive-thru window.
Once the patient arrives at the drive-thru window, a CVS Pharmacy team member will verify their
appointment and identity and provide them with a test kit and instructions on how to properly perform
a self-swab. The patient will also receive a packet of information on next steps to follow when the test
results are available to them. The CVS Pharmacy team member will observe the self-swab process to
ensure it is done properly. Once the patient has completed the self-swab, the patient will deposit the
sample in a specifically designated, secure container outside the store.
Patient samples are then sent offsite to independent, third-party labs who are responsible for
processing and delivering the results, which we then communicate to patients.
In a few locations where there is not a pharmacy drive-thru window, individuals with appointments will
be directed to a location in the parking lot where they will be met by a CVS Pharmacy team member
with instructions and next steps.
The testing process overall is supervised and managed by a local MinuteClinic provider.
10. Is walk-up testing allowed?
CVS Health has partnered with national organizations such as the National Medical Association; local
community groups, including free and charitable clinics and community colleges; state governments and
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the U.S. Department of Health and Human Services to expand community-based testing in underserved
areas in 11 cities.
These community-based test sites are located at the facilities of our partner organizations, enabling us
to tap into their networks to expand testing in areas of greatest need and reach people who may not
otherwise have easy access to testing. These testing sites are designed to help reduce barriers that may
limit access to testing for local residents, including:
• Appointments are made by phone, so lack of internet access is not a barrier.

• Each site can accommodate walk-up testing, so access to a vehicle is not required.
• Signage is offered in English and Spanish.
• Testing is available to patients at no cost.
11. Will people have to swab themselves?
Yes, people will conduct a self-swab to collect the sample for the lab test. This sample collection method
is allowed by the Centers for Disease Control and Prevention to support increased access to testing,
keep health care providers safe and enable for the conservation of scarce PPE supplies.
CVS Pharmacy team members located inside the store at the drive-thru window will provide patients
with information on how to appropriately perform a self-swab and will observe the process to ensure it
is done properly.
If patients are unable to self-swab to collect a specimen, they should contact their Primary Care Provider
or local department of health to identify other test sites.
12. What are you doing to ensure the safety of your team members administering the tests?
The process is designed to minimize contact with the individual taking the test and each CVS Pharmacy
team member involved will be using appropriate personal protective equipment (PPE), which will be
refreshed in accordance to the guidelines established by the CDC.
13. Will people get their test results on-site at the drive-thru test sites?
Not at this time. Patient samples collected at the CVS Pharmacy drive-thru testing sites are sent offsite
to independent, third-party labs who are responsible for processing and delivering the results, which we
then communicate to patients.
14. How long will people need to wait for their test results? (Updated 8/4)
Patient samples collected at our COVID-19 drive-thru testing sites are sent offsite to independent, third-
party labs who are responsible for processing and delivering the results, which we then communicate to
patients. On average, test results are typically available in 1-2 days, but may take longer due to local
surges in COVID-19 cases.
15. Will you be using the Abbott ID NOW rapid COVID-19 test at the drive-thru test sites?
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Not at this time. Patient samples collected at the CVS Pharmacy drive-thru testing sites are sent offsite
to independent, third-party labs who are responsible for processing and delivering the results, which we
then communicate to patients.
16. What is CVS Health doing to increase testing access for underserved communities?
More than half of CVS Health’s testing sites are located in counties that serve moderate to high needs
communities, as measured by the CDC’s Social Vulnerability Index. The index tracks a variety of census
variables including poverty, lack of access to transportation, and crowded housing that may weaken a
community’s ability to prepare for and recover from hazardous events like natural disasters and disease
outbreaks.
Underserved and multicultural communities are being disproportionately impacted by the pandemic. To
help address this issue, CVS Health partnered with national organizations such as the National Medical
Association; local community groups, including free and charitable clinics and community colleges; sta te
governments and the U.S. Department of Health and Human Services to expand community-based
testing in underserved areas in 11 cities.
These community-based test sites are located at the facilities of our partner organizations , enabling us
to tap into their networks to expand testing in areas of greatest need and reach people who may not
otherwise have easy access to testing. These testing sites are designed to help reduce barriers that may
limit access to testing for local residents, including:
• Appointments are made by phone, so lack of internet access is not a barrier.

• Each site can accommodate walk-up testing, so access to a vehicle is not required.
• Signage is offered in English and Spanish.
• Testing is available to patients at no cost.
17. How old must a child be to get a COVID-19 test from CVS Pharmacy? (Updated 3/5)
Children age 3 years and older are now eligible for testing at all of our COVID-19 drive-thru and rapid-
result testing sites located at select CVS Pharmacy locations, effective March 5, 2021. A parent or legal
guardian must complete the on-line registration for all minor patients, and patients 3 to 15 years of age
must be accompanied by a parent or legal guardian when they come to be tested.
18. Why did CVS Health make this change? (Updated 3/5)
With schools opening across the country, there is a more urgent need to make testing for minors more
widely available close to home. To address this, children age 3 years and older are now eligible for a self-
swab test at the drive-thru or rapid-result test locations.
19. What should parents do if their child is not older enough for a COVID-19 test at CVS Pharmacy?
(Updated 3/5)
Parents or guardians seeking testing for children under the age of 3 should consult with a pediatrician to
identify appropriate testing options.
20. Is CVS Health participating in the Hawaii travel program? (Updated 8/4)
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As of July 8, 2021, a COVID-19 test is not required for travelers that are fully vaccinated. For those that
are not vaccinated, we have been a Trusted Testing and Travel Partner for Hawaii since the state
launched its pre-travel COVID-19 testing program on October 15, 2020. The State of Hawaii has
announced a policy shift to its pre-travel program, effective November 24, 2020, that requires travelers
who have not yet received their test results within the 72-hour window prior to departure to go into 14-
day quarantine upon arrival in Hawaii.
Patient samples collected at our COVID-19 drive-thru testing sites are sent offsite to independent, third-
party labs that are responsible for processing the results. On average, test results are typically available
in 1 - 2 days but may take longer due to local surges in COVID-19 cases.
We cannot guarantee a lab test result within the 72-hour window that the state requires and are asking
travelers to Hawaii to make other testing plans. We regret any inconvenience.
Point of Care Testing
21. What is rapid-result testing?
Rapid-result testing enables patients to get their COVID-19 test results more quickly. The process, from
the collection of the swab to the delivery of the results, will generally take approximately 30 minutes.
22. How does rapid-result testing differ from your other testing at CVS Pharmacy drive-thru locations?
(Updated 8/4)
CVS Health currently manages more than 4,800 testing locations. The majority of those test sites do not
provide rapid-result testing on site. Rather, a patient specimen is collected at the location and is then
sent to one of our network of third-party lab partners. The lab partner analyzes the specimen and on
average, test results are typically available in 1-2 days, but may take longer due to local surges in COVID-
19 cases.
23. What is the benefit of rapid-result testing?
Convenient access to rapid-result COVID-19 tests provide patients with the opportunity to more quickly
seek out a diagnosis, along with an appropriate care plan, which can help minimize community spread.
24. Where does the rapid-result testing take place?
Procedures vary by location and patients may be directed to stay in their vehicle and proceed to a
designated testing structure located in the parking lot or, in very limited locations, to enter a CVS store
through a doorway specifically allocated for this purpose.
25. How does the testing work?
When arriving for testing, patients are asked to follow signage or the instructions of the staff onsite.
Procedures vary by location and patients may be directed to stay in their vehicle and proceed to a
designated testing structure located in the parking lot or, in limited locations, to enter a CVS store
through a doorway specifically allocated for this purpose. Patients will be provided with a test kit, given
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instructions, and a CVS Health team member will observe the self-swab process. Patients will be
directed to wait in their vehicle for results. The process, from the collection of the swab to the delivery
of the results, will generally take approximately 30 minutes
26. Do patients have to register in advance for an appointment? (Updated 4/9)
Yes. Patients must register in advance at CVS.com to schedule an appointment, up to 7 days in advance.
Testing is also available for patients ages 3 – 17; a parent or legal guardian must complete the online
registration and must accompany minors ages 15 and younger for testing.
27. How are the rapid results delivered?
Patients can opt-in to receive an SMS with their results, or the CVS Health care provider will call the
patient on the number they provide to discuss the results once they are available.
28. Is there an out of pocket cost for the rapid-result testing?
Rapid-result testing is available at no cost to eligible patients either with insurance or through the
federal government’s program for uninsured patients.
29. What happens if a patient is negative for COVID-19?
Patients who access rapid-result testing and receive a negative COVID-19 result will have the
opportunity to be seen at the on-site MinuteClinic for further assessment and to determine if a rapid-
result test for flu and strep would be appropriate. The MinuteClinic provider will then be able to provide
counsel on a treatment plan and prescribe medications if clinically appropriate.
30. Why is most of the COVID-19 testing taking place outside the store, as opposed to inside
MinuteClinic?
CVS Health is committed to keeping our patients and providers as safe as possible. Most rapid-result
testing will take place in a designated testing structure outside of the CVS Pharmacy to limit exposure
and time spent indoors. In limited cases, a patient will enter a CVS store through a separate door, which
is different than the main entrance used by customers.
31. Are other customers and staff at risk for contracting COVID-19 or the flu by bringing sick patients
into the store?
We have a number of guidelines and procedures in place to help keep our patients and providers as safe
as possible and to limit exposure and time spent indoors. The majority of patients will complete their
rapid-result testing at a designated structure outside of the CVS Pharmacy store. In limited cases, a
patient will enter a CVS store through a separate door, which is different than the main entrance used
by other customers.
In those locations where a patient will enter the store for their COVID-19 test, they are required to wear
a mask while in the store. These patients will return to their vehicle outside the store to wait for their
test results.
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CVS Health team members who oversee the testing will wear appropriate personal protection
equipment (PPE) including a gown, gloves, mask and eye or face shield. Testing locations will be cleaned
thoroughly between patients.
32. What if a patient is not located near a rapid-result test site? Is CVS Health still offering lab testing
at its Drive-Thru locations? (Updated 8/4)
CVS Health will continue to operate drive-thru test sites at CVS Pharmacy locations in 36 states and
Washington, D.C. On average, test results are typically available in 1-2 days, but may take longer due to
local surges in COVID-19 cases.
Antibody Testing
33. Why are you making this service available nationwide? (New 4/6)
CVS Health and MinuteClinic have played an important role in providing Americans with
access to COVID-19 diagnostic testing throughout the pandemic. This service responds to increasing
interest by providing customers with a convenient option for COVID-19 antibody testing to help identify
a past infection.
34. How many MinuteClinic locations will offer the COVID-19 antibody test? (Updated 5/4)
Antibody testing is available in MinuteClinic locations across the country starting on April 2. There are
approximately 1,100 MinuteClinic locations inside select CVS Pharmacy stores in 35 states and
Washington, D.C.
35. What test are you using for this service? (New 4/6)
We are using a point-of-care test that received Emergency Use Authorization (EUA) from the
U.S. Food and Drug Administration (FDA) in 2020 for the detection of COVID-19 antibodies.
The test requires the collection of a finger stick blood sample, similar to the finger stick
test used by patients with diabetes to test their blood sugar, and delivers results within 15 minutes.
36. How are patients able to schedule an antibody test? (New 4/6)
Customers can access COVID-19 antibody testing at MinuteClinic locations across the country. Patients
can check www.minuteclinic.com/antibody and schedule an appointment online for a COVID-19
antibody test, or they can walk-in and sign-up for the service at the electronic kiosk outside the
MinuteClinic.
37. How long does the COVID-19 antibody test take? (New 4/6)
Results from the COVID-19 antibody test are available within 15 minutes. During the visit, a member of
the MinuteClinic care team will perform the antibody test, which includes the collection of a finger stick
blood sample, and will review the results with the patient.
38. Does health insurance cover the test? (New 4/6)
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Currently, MinuteClinic does not accept insurance for a COVID-19 antibody test. The test is being offered
for patient convenience and interest, but not for purposes of diagnosis or treatment or other medically
necessary reasons, and as a result is not typically covered by insurance.
The test costs $38 and payment is due at the time of service and can be paid using cash or credit, debit,
HSA or FSA cards.
If the patient has Medicaid, MinuteClinic may bill this insurance based on Medicaid
requirements.
39. Are you reporting test results to local/state governments? (New 4/6)
Yes, we will report results from completed COVID-19 antibody tests to the appropriate state
departments of health per applicable guidelines and requirements.
40. Does a patient still need to receive the vaccine if the test indicates they have COVID -19
antibodies? (New 4/6)
Health care professionals recommend that all patients, regardless of immune status, should
receive the COVID-19 vaccine.
It is important to remember that COVID-19 antibody testing should not be used to determine or validate
the effectiveness of a COVID-19 vaccine. It should also not be used alone to confirm a diagnosis of a
current infection.
41. Does a patient need to continue to follow social distancing and other infection prevention
guidelines if the test indicates they have COVID-19 antibodies? (Updated 5/26)
Yes, patients who test positive for antibodies should continue to be vigilant about following CDC
guidelines to prevent COVID-19 infection.
42. Can a COVID-19 antibody test be used to help determine if the vaccine was effective? (Updated
5/26)
This is a point-of-care antibody test to assess for previous infection with COVID-19. This test should not
be used to determine or validate the effectiveness of a COVID-19 vaccine.
There is currently no research-based evidence that can help us understand to what degree antibody test
results correlate with immunity, how strong that immunity might be, or how long that immunity might
last. For this reason, patients who test positive for antibodies should continue to be vigilant about
following CDC guidelines to prevent COVID-19 infection.
43. What is the difference between antibody, antigen and molecular testing? (New 4/6)
An antibody test can detect antibodies that developed as a result of a previous infection
with COVID 19 that occurred more than 14-21 days ago. The antibody test does not diagnose a current
infection.
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Current or active COVID-19 infections are detected or diagnosed using molecular or antigen tests that
look for genetic material or proteins associated with an active infection.
44. Are you concerned that patients will use the COVID-19 antibody test to help diagnose an active
infection? (New 4/6)
This is a point-of-care antibody test to assess for previous infection with COVID-19 and is not intended
to provide a diagnosis of a current infection. This is clearly indicated on the web site where a patient
would schedule an appointment, on signage at the clinic location and the provider will reiterate this
point with the patient during the visit.
In addition, when a patient signs up for an appointment on-line, they will be asked a series of COVID-19
screening questions. If they indicate that they have symptoms consistent with a current COVID-19
infection they will be re-directed to the CVS Health COVID-19 testing web site to identify a diagnostic
testing location near them.
45. Are COVID-19 antibody tests accurate, how reliable are the results? (New 4/6)
While all diagnostic tests have some margin of error, the COVID-19 antibody tests used at
MinuteClinic have been found to be very accurate. Based on the information included in the
package insert and confirmed through independent studies, both the sensitivity (which
accurately identifies a positive patient) and the specificity (which accurately identifies a
negative patient) are near 100 percent.
Patients should keep in mind that it can take the body up to two weeks to generate enough antibodies
to be detected by a test, so testing too soon after a suspected infection may not yield an accurate result.
And while it is possible for antibody levels to decrease over time and not be detectable by this test, it is
also possible that for some people antibody levels may remain high enough to be detected, even up to
one year after infection.
46. Is this test offered exclusively by MinuteClinic or will the pharmacy also offer this testing option?
(New 4/6)
At this time COVID-19 antibody tests are only available at MinuteClinic locations, but CVS Health is
planning to begin offering this service at select CVS Pharmacy locations in the coming weeks.
47. When you make this test available at CVS Pharmacy what will it cost, and will it be covered by
health insurance? (New 4/6)
When we begin to offer COVID-19 antibody tests in select CVS Pharmacy locations in the coming weeks
it will cost $38 and payment will be due at the time of service and can be made using cash or credit,
debit, HSA or FSA cards.
New York Forward Rapid Testing program
48. What is CVS Pharmacy’s role in this program? (Updated, 2/18)
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BioReference Laboratories is the main testing provider participating in the New York Forward Rapid
Testing program network and we are one of the locations where BioReference is making testing
available as part of this program.
Starting on February 19, BioReference Laboratories staff members will be on-site at five CVS Pharmacy
locations in New York City to administer rapid COVID-19 tests as part of this program. The BioReference
team will administer the test in-store and will be responsible for delivering the results directly to the
customer.
Testing through this program at CVS Pharmacy locations is by appointment only. Consumers can make
an appointment for a rapid test at the BioReference Laboratories website
(www.bioreference.com/NYforward). As a reminder wearing a mask and observing social distancing
guidelines is required when accessing this rapid testing option in CVS stores.
49. What type of test is being offered through this program? (Updated, 2/18)
BioReference Labs will be using the Abbott BinaxNow test for this program.
50. How long does it take to receive the test results? (Updated, 2/18)
People who are tested by BioReference Laboratories as part of the New York Forward Rapid Testing
program, will receive their test results within 30 minutes. Tests are administered by BioReference Labs
staff members in-store and the BioReference team will be responsible for delivering results directly to
the customer.
51. Who is eligible for these rapid tests through the New York Forward program? (Updated, 2/18)
Per the State, individuals that are not experiencing COVID symptoms and have not had a recent known
exposure to COVID-19 may participate in this program by visiting participating locations and completing
a questionnaire. While a negative test result does not rule out the possibility of infection or mean that
an individual is not at risk of contracting or spreading COVID-19, the screening and testing made possible
through this initiative is another tool that can help put New York State businesses on track to reopen
more safely and at higher capacities.
For more information about the program, please visit the New York Forward website
(https://forward.ny.gov). Testing through this program at CVS Pharmacy locations is by appointment
only. To sign up for a testing appointment through this program at one of the participating CVS
Pharmacy locations, please visit BioReference Laboratories’ website
(www.bioreference.com/NYforward).
52. Do people need to make appointments for tests through this program? (Updated, 2/18)
Testing through this program at CVS Pharmacy locations is by appointment only. To sign up for a testing
appointment through this program at one of the participating CVS Pharmacy locations, please visit
BioReference Laboratories’ website (www.bioreference.com/NYforward)
53. Is there a cost for this test? (Updated, 2/18)
The test administered by BioReference Labs will cost $29.95. This test is not covered by insurance and
payment to BioReference Labs is expected at the time of service.
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54. Can I still get a no-cost COVID-19 test at CVS? (Updated, 2/18)
Yes. People who are experiencing symptoms or have had a known or suspected exposure to someone
who tested positive for COVID-19 can still access a no-cost test at more than 120 CVS Pharmacy
locations across New York State. Advance appointments are required for these tests coordinated by CVS
Health and can be made on-line at the CVS.com web site.
The tests being conducted at select CVS Pharmacy locations by BioReference Laboratories as part of the
New York Forward Rapid Testing program are intended for people who have no symptoms or known
exposure, as one tool that can help them more safely attend events or activities as New York businesses
reopen.
Aetna Coverage
55. Who should be tested for COVID-19?
The CDC recommends that anyone: who has symptoms of COVID-19; who has been in close contact with
a person known to have COVID-19; or who lives in or has recently traveled from an area with ongoing
spread of COVID-19, should contact their health care provider and be tested.
56. I asked for a COVID-19 test, but my doctor said I don’t need one. What are my options?
Your doctor is in the best position to advise if testing is needed based on your symptoms. With tests in
limited supply, providers are using a strict set of guidelines to determine when testing is appropriate.
If your symptoms change, contact your doctor again.
57. Is a physician’s order required for coverage of a COVID-19 test?
Aetna follows FDA guidelines and other applicable regulations regarding the ordering of a test. An order
can often take place as part of being tested at a COVID-19 drive-through test site or purchasing a direct-
to-consumer/home-based test.
58. Can a pharmacist order a COVID-19 test?
In effort to expand testing capabilities, U.S. Department of Health & Human Services (DHS) authorized
pharmacists to order and administer COVID-19 tests, including serology tests, that the FDA has
authorized. Pharmacists, in partnership with other health care providers, are well positioned to aid
COVID-19 testing expansion.
59. Can you provide information on the diagnosis/CPT codes for serological (antibody) testin g?
CPT codes for COVID-19 are available on Aetna’s website.
60. Is testing done at independent pharmacies covered?
Yes. COVID-19 testing done at independent pharmacies is covered, with no member cost-share.
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61. Will Aetna cover the cost of COVID-19 testing for members?
Yes. In addition, Aetna is waiving member cost sharing for diagnostic testing related to COVID-19. The
test can be done by any authorized testing facility. This member cost-sharing waiver applies to all
Commercial, Medicare and Medicaid lines of business. The policy aligns with the Families First and
CARES legislation and regulations requiring all health plans to provide coverage of COVID-19 testing
without cost share. The requirement also applies to self-insured plans. Per guidance from the Centers
for Medicare & Medicaid Services (CMS), the Department of Labor and the Department of the Treasury,
all Commercial, Medicaid and Medicare plans must cover COVID-19 serological (antibody) testing with
no cost-sharing.
62. Will Aetna cover COVID-19 diagnostic and antibody tests under any circumstance?
Aetna will cover, without cost share, diagnostic (molecular PCR or antigen) tests to determine the need
for member treatment. 1 This includes direct-to-consumer/home-based diagnostic or antigen tests.
Aetna’s health plans generally do not cover a test performed at the direction of a member’s employer in
order to obtain or maintain employment or to perform the member’s normal work functions or for
return to school or recreational activities, except as required by applicable law.
Aetna will cover, without cost share, serological (antibody) tests that are ordered by a physician or
authorized health care professional and are medically necessary. Aetna’s health plans do not cover
serological (antibody) tests that are for purposes of: return to work or school or for general health
surveillance or self-surveillance or self-diagnosis, except as required by applicable law. Refer to the CDC
website for the most recent guidance on antibody testing.
This policy for diagnostic and antibody testing applies to Commercial, Medicare and Medicaid plans. 2
63. Does Aetna’s no-cost share coverage of COVID-19 testing apply to pre-admission testing?
Yes. Prior to COVID-19, testing for infectious diseases were included in the rate for surgical procedures
and that policy will continue during the COVID-19 pandemic.
64. Does Aetna’s no-cost share coverage of COVID-19 testing apply to provider visits in and out of
network? (Updated 4/8)
Yes. If the plan provides in and out of network coverage, then the cost-sharing waiver applies to testing
performed or ordered by in-network or out-of-network providers. The policy aligns with Families First
and CARES Act legislation and regulations requiring all health plans to provide coverage of COVID -19
testing without cost share.
Members should not be charged for COVID-19 testing ordered by a provider acting within their
authorized scope of care or administration of a COVID-19 vaccine. Providers can seek reimbursement for
1
Aetna will follow all federal and state mandates for insured plans, as required.
2 Disclaimer: Regulations regarding testing for Aetna Medicaid members vary by state and, in some cases, may change in light of
the current situation. Providers are encouraged to call their provider services representative for additional information.
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uninsured patients through the Health Resources & Services Administration (“HRSA”) for COVID -19
testing, treatment and vaccine administration. This information is available on the HRSA website.
65. Will Aetna cover other virus testing if those services are for the purposes of COVID-19 testing?
Routine testing for influenza, strep, and other respiratory infections without a COVID-19 test will be
covered subject to applicable cost sharing under the member’s plan.
We cover, without member cost sharing, a same day office, emergency room, or other provider visit at
which a COVID-19 test is ordered or administered. If as part of that visit the provider administers or
orders a test for influenza, strep, or other respiratory infection, that additional testing will also be
covered without member cost sharing.
66. What’s Aetna’s position relative to reimbursement for home-administered tests?
Aetna covered FDA authorized home-administered tests.
Current home-administered tests are sent to a lab for analysis, and we strongly encourage the lab,
rather than the individual, to submit a reimbursement claim for that test. If an individual chooses to
submit the claim on behalf of the lab, the submission should include CPT-4 Code, Dates of Service, and
receipt for the test.
67. As new FDA COVID-19 antigen tests, such as the polymerase chain reaction (PCR) antibody assay
and the new rapid antigen testing, come to market, will Aetna cover them?
Yes, Aetna will cover both. Testing for COVID-19 is evolving rapidly. Please refer to the FDA and CDC
websites for the most up-to-date information.
68. Does Aetna require that the laboratory test have FDA authorization for payment?
Tests must be FDA authorized in accordance with the requirements of the CARES Act.
69. Will Aetna health plans cover tests performed by or on behalf of an employer for employment -
related purposes?
Aetna’s health plans generally exclude any health examinations required to obtain or maintain
employment. This includes testing for infectious diseases such as COVID-19. Unless required by law,
neither antigen nor antibody COVID-19 testing will be covered if the test is performed at the direction of
a member’s employer in order to obtain or maintain employment or to perform the member’s normal
work functions. While there are currently no coding descriptions that differentiate between employer-
required COVID-19 tests and those tests ordered for other reasons, we will work to implement the
proper coding, as it becomes available. We continue to explore alternative reimbursement
arrangements for those customers that require employment-related testing.
70. Do Aetna plans include COVID-19 testing frequency limits?
At this time, covered tests are not subject to frequency limitations. Subject to applicable law, Aetna may
deny tests that do not meet medical necessity criteria.
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71. Does Aetna cover the FDA-authorized at-home antibody testing options available from Quest and
LabCorp for COVID-19?
Aetna will cover, without cost share, serological (antibody) tests that are ordered by a physician or
authorized health care professional and are medically necessary. Aetna’s health plans do not cover
serological (antibody) tests that are for purposes of: return to work or school or for general health
surveillance or self-surveillance or self-diagnosis, except as required by applicable law. Refer to the CDC
website for the most recent guidance on antibody testing.
The preferred option for Aetna members is to have the evaluating lab bill directly for the test. This
enables the best experience for members by directly accessing their health benefits, as the lab will
submit a claim, and also minimizes the administrative burden for Aetna. When requesting a direct to
consumer at-home test, individuals may be required to submit payment when the test is ordered. In
some cases, the labs will not submit claims to health plans or the government for reimbursement.
Individuals may be able to submit the expenses associated with this testing to their health savings
account, flexible spending account, health reimbursement account or to insurance for reimbursement.
CVS Health Actions & Announcements
72. What is CVS Health doing to prepare for the increase of COVID-19 in the U.S.?
As the pandemic continues to spread, CVS Health is taking steps to address the outbreak and protect
member access to medication. The latest steps we are taking will help ensure patients have options
available to them when it comes to filling prescriptions. Steps we are taking include:
• Waiving charges for CVS Pharmacy home delivery of medications.

• Encouraging members to refill their maintenance medications with a 90-day supply or up to the
plan maximum.
• Developing travel, Work from Home, and other HR-related guidance to help employees stay safe
and healthy.
• Working with external public health organizations and other stakeholders, including the CDC, to
boost awareness of CVS Health’s emergency preparedness efforts and capabilities.
73. What is CVS Health doing to help employees manage the challenges posed by this pandemic?
• In recognition of the essential role CVS Health employees are playing as the country faces the
COVID-19 pandemic, the company awarded two rounds of bonuses to employees who are
required to be at CVS facilities to assist patients and customers in this time of unprecedented
need. Bonuses ranged from $150 to $500 and were awarded to pharmacists and certain other
health care professionals on the frontlines, store associates and managers, and other site-based
hourly employees.
• CVS Health also embarked on the most ambitious hiring drive in the company's history, with
plans to fill 50,000 full-time, part-time and temporary roles across the country. Roles include
store associates, home delivery drivers, distribution center employees and member/customer
service professionals. The company used a technology-enabled hiring process that included
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virtual job fairs, virtual interviews and virtual job tryouts. Many roles were filled by existing CVS
Health clients who have had to furlough workers, including Hilton and Marriott.
• CVS Health launched an offering to help employees with both child and elder or adult
dependent care needs. Working with the Bright Horizons network of national in-home and
center-based daycare providers, employees were able to take advantage of up to 25 fully
covered days of backup care. This benefit, which began in early April for both full- and part-time
employees, concluded on May 8, 2020.
• Full-time CVS Health employees have always had access to paid sick leave. Effective March 22,
CVS Health made 24 hours of paid sick leave available to part-time employees for the duration
of the COVID-19 pandemic. This paid sick leave is in addition to the 14-day paid leave the
company is providing for any employee who tests positive for COVID-19 or needs to be
quarantined as a result of potential exposure.
• Employee safety has been a focus for CVS Health from the start, and the company has been
prioritizing distribution of protective gear to the hardest-hit areas.
• CVS Health employees have several resources available to help address financial hardships in
times of crisis. This includes access to the Employee Relief Fund, which provides short-term,
immediate financial relief in the form of tax-exempt grants.
• More information on steps CVS Health has already taken to address the COVID-19 pandemic,
including waiving charges for home delivery of prescription medications and making diagnostic
testing and Aetna in-network covered telemedicine visits available with no co-pay, is available at
the company's frequently updated COVID-19 resource center.
74. How will CVS Health educate members about the COVID-19 outbreak?
CVS Health has implemented the following programs to educate members about COVID-19 and help
address any associated anxiety and stress:
• Opened Crisis Response Lines for all Aetna (Commercial, Medicare, Medicaid) and Caremark
members who may be experiencing anxiety related to COVID-19.
• Expanded 24x7 access to the Aetna Nurse Medical Line for all Aetna and Caremark members.
• Provided Aetna plan sponsors with a Resources for Living toolkit with materials specifically
developed for members experiencing anxiety related to COVID-19.
75. What else is CVS Health doing to support Aetna members, Caremark clients and CVS Pharmacy
customers? (Updated 8/9)
• Aetna is waiving member cost sharing for diagnostic testing related to COVID-19. This policy
covers the cost of the office, clinic or emergency room visit that results in the administration of
or order for a COVID-19 test. The test can be done by any approved laboratory. This member
cost-sharing waiver applies to all Commercial, Medicare and Medicaid lines of business. The
policy also aligns with the Families First and CARES Act legislation and regulation requiring all
health plans to provide coverage of COVID-19 testing without cost share. The requirement also
applies to self-insured plans. Per guidance from the Centers for Medicare & Medicaid Services
(CMS), the Department of Labor and the Department of the Treasury, all Commercial, Medicaid
and Medicare plans must cover certain serological (antibody) testing with no cost-sharing.
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o We’ve also expanded the health screening benefit included in our supplemental health
plans (Accident Plan, Critical Illness Plan, Hospital Indemnity Plan) to include COVID-19
testing.
• Aetna is offering 90-day maintenance medication prescriptions for insured and Medicare
members. It is also working with state governments to make the same option available to
Medicaid members where allowable. Self-funded plan sponsors will also be able to offer this
option.
• Medicare members with pharmacy benefits administered through CVS Caremark may
continue to get early refills following Centers for Medicare & Medicaid Services requirements
through the end of the Public Health Emergency.
• Through existing care management programs, Aetna supports high risk impactable members
including those with risk factors for COVID-19. Care managers walk members through what
they can do to protect themselves and stay up to date on their care plans, where to get
information on the virus, where to go to get tested and how to get vaccinated.
• Caremark is working with all clients to waive early refill limits on most 30-day prescription
maintenance medications. Most Caremark clients already offer a 90-day benefit for
maintenance medications and offer free home delivery from CVS Caremark Mail Service
Pharmacy.
• CVS Pharmacy is waiving charges for home delivery of prescription medications. 3 With the CDC
encouraging people at higher risk for COVID-19 complications to stay at home as much as
possible, this is a convenient option to avoid coming to the pharmacy for refills or new
prescriptions.
• For Medicare Advantage membership, Aetna is waiving all cost shares for COVID-19 screening,
testing and provider visits to diagnose COVID-19, including provider office visits, telehealth
visits, urgent care visits and emergency room visits until further notice. (New, 2/2)
• For Individual Aetna Medicare Advantage members, in-network telehealth visits for primary
care are covered at no cost share through the end of the Public Health Emergency. Retiree
members should check to see their plan coverage. (Updated 4/8)
76. What alternative services are you offering customers who would like to limit trips into the store?
CVS Pharmacy encourages all customers to take advantage of free services that can help limit their time
in-store. Customers can:
• Arrange for free 1-2 day delivery of prescriptions and other store essentials.
• Add pain relief, allergy relief, skin care, cold relief and digestive care products to a prescription
order at drive thru.
• Make an appointment with a MinuteClinic® provider for common family health care needs
(clinic and video visits available)
• Talk to their pharmacist about 90‐day prescription and early refills.
• Book an appointment for a no-cost COVID-19 test at select locations.
Medications and Supply Chain
77. How is CVS Health managing demand for COVID-19 related medications?
3 Free 1- to 2-day Rx shipping applies to orders from March 9, 2020 until further notice.
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We are closely monitoring the global pharmaceutical manufacturing environment and working with our
suppliers to ensure we can continue filling prescriptions for our pharmacy patients and plan members at
CVS Health. We are actively managing our supply to ensure our ability to continue to fill prescriptions in
our retail, mail and specialty pharmacies.
We’re also balancing the growing interest in off-label use of certain prescription medications to treat
COVID-19 pneumonia with the ongoing needs of patients and members who are prescribed these drugs
to help manage chronic conditions such as lupus, HIV, rheumatoid arthritis and asthma. Our goal is to
limit stockpiling of medication that could result in future shortages and gaps in care.
Our retail pharmacies are following dispensing guidelines regarding the use of these medications for
COVID-19 that have been established in certain states. In states with no guidelines, our pharmacies are
limiting the dispensing for COVID-19 treatment to a 10-day supply with no refills.
With client consent, our PBM CVS Caremark is setting appropriate coverage limits on the quantity of
these medications for potential use in treating COVID-19. Plan members who already take these
medications for approved uses will be able to bypass the new quantity limits.
Rx Delivery
78. Is CVS offering free Rx delivery at this time?
Yes. CVS Pharmacy is waiving charges for home delivery of eligible maintenance and acute prescription
medications. Free 1- to 2-day Rx delivery via USPS has been extended until further notice.
79. Is free 1- to 2-day Rx delivery available for both maintenance and acute medications?
Yes, eligible maintenance and acute medications are free for 1- to 2-day Rx delivery. As of April 3, 2020,
select states can also deliver Controlled Substances (CII – CV) and drugs of concern with no signature or
ID requirements via 1- to 2-day delivery only.
80. If I opt into having my medications delivered through CVS Caremark, CVS Specialty or CVS
Pharmacy, does the delivery require a signature?
Our national delivery partners are also working to implement new policies for deliveries requiring
signatures, including for shipped medications, which can help our members adhere to recommended
social distancing practices and avoid potential exposure to the virus.
For example, in lieu of obtaining actual signatures, UPS will now enter a code and the name of the
recipient so that the member does not have to physically sign via the UPS hand-held device, which can
help minimize contact.
Aetna
81. What’s the phone number for the Crisis Response Line [Aetna Resources For Living]?
The phone number is 1-866-370-4842 (TTY: 711) for Medicare members.
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82. What’s the phone number for the Aetna 24-hour Nurse Line?
The phone number is 1-800-556-1555 (TTY: 711).
Specialty – Voluntary
Voluntary – Accident, Critical Illness, Hospital Indemnity Plans
83. Is COVID-19 testing covered under the Health Screening Benefit for Aetna’s Accident, Critical
Illness and Hospital Indemnity Plans?
Yes. If your plan includes a health screening benefit and it hasn’t been used yet this year, you can use
the benefit for COVID-19 testing if needed. The claim can be filed the same way as any other health
screening benefit. Aetna will pay claims received after March 1, 2020, regardless of the date of service.
COVID-19 will also remain on our list of covered health screening benefits.
84. Are there other benefits for COVID-19 available in Aetna’s Accident, Critical Illness and Hospital
Indemnity Plans?
Please see below for each plan:
• The Aetna Hospital Indemnity Plan includes benefits if you need to be hospitalized due to
COVID-19, such as hospital admission and daily stay.
• The Aetna Accident Plan covers accidents and therefore does not pay benefits for COVID -19 or
any other illness, unless the plan includes the inpatient sickness rider.
• The Aetna Critical Illness Plan does not include COVID-19 as a covered condition. However, if a
covered condition occurs while being treated for COVID-19, these benefits will cover that
condition.
85. I have an Aetna Accident plan. Can I use telemedicine services instead of going to the doctor’s
office?
Yes. Aetna's Accident plans include coverage for Telemedicine visits either as a specific Telemedicine
benefit (newer Accident plans) or as an Initial or Follow-up Office Visit benefit (older Accident plans).
86. If my surgery or other covered service(s) related to a covered accident under my Aetna Accident
Plan was postponed due to COVID-19, will Aetna waive the time requirement?
Yes, Aetna will waive the timeframe for care a member receives related to an accident that’s postponed
due to COVID-19. Member must be covered at the time of care and care must be received by June 30,
2021.
Voluntary – Fixed Indemnity Plan
87. Does the Fixed Indemnity plan cover COVID-19?
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The Aetna Fixed Indemnity Plan includes benefits if you need care and treatment related to COVID -19,
such as hospital admissions, daily stays, office visits, telemedicine visits, diagnostic testing, x-ray and
laboratory services.
Cost-Sharing and Co-Pay Waivers Announcement (March 25th, 2020)
88. Will Aetna cover the cost of COVID-19 treatment for its Commercial members? (Updated 3/2)
For all Aetna-insured Commercial plans, Aetna waived member cost-sharing for inpatient admissions for
treatment of COVID-19 or health complications associated with COVID-19 through February 28, 2021.
This waiver may remain in place in states where mandated. Self-insured plan sponsors offered this
waiver at their discretion.
89. Will Aetna cover the cost of COVID-19 treatment for its Medicare members? (Updated 3/19)
Aetna will cover treatment of COVID-19 for our Medicare Advantage members. Please note that copays,
deductibles and coinsurance will apply according to the member’s benefit plan.
90. Will Aetna cover the cost of COVID-19 treatment for its Medicaid members?
Regulations regarding cost-sharing for Medicaid beneficiaries vary by state and continue to evolve in
light of the current situation. We have suspended cost-sharing requirements, including premiums and
copays, for adults and children covered by Medicaid and CHIP, in those states where permitted to do so
by the appropriate regulators.
91. For COVID-19 treatment required prior to March 25, 2020, will cost sharing be waived for Aetna
members?
All claims received for Aetna-insured members going forward will be processed based on this new
policy. If in-patient treatment was required for a member with a positive COVID-19 diagnosis prior to
this announcement it will be processed in accordance with this new policy. In the event a claim has
already been processed prior to this policy going into effect, members should contact Customer Service
so the claim can be reprocessed accordingly.
92. How does this change impact the business going forward? Are premium spikes expected?
Similar to other COVID-19 waivers previously announced, Aetna-insured plan sponsors can expect the
following:
• Current premiums will not change as a result of COVID-19 or the changes we’ve made to cost
sharing policies.
• We can identify and isolate the direct costs associated with COVID-19, as well as any cost
sharing waiver policies that we implement. These costs can be considered separately from
“normal” plan costs.
• We will use sound actuarial principles to set future rates. This may include making adjustments
to experience from the COVID-19 outbreak and/or utilizing actuarial and economic models to
anticipate future utilization in the wake of the outbreak.
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Caremark
93. How can I continue to access my medications through CVS Caremark or CVS Specialty?
Despite the uncertainty surrounding COVID-19, our goal is to ensure members have timely, safe access
to their medications.
• Effective June 15, select clients elected to continue to waive early refill limits on most 30-day
prescription maintenance medications and encourage plan members to take advantage of 90-
day benefits where applicable.
• Understanding that it may be harder for members to visit their health care providers during the
COVID-19 outbreak, we are working with clients to extend previously approved prior
authorizations for most medications set to expire before June 30. For example, if a current prior
authorization is set to expire on May 15, the expiration date will be extended to August 15. This
will not only provide members peace of mind, but also help to reduce the volume of phone calls
and other administrative burdens on physicians’ offices and pharmacies.
• Members can access free home delivery of prescriptions from CVS Caremark Mail Service
Pharmacy. We are also encouraging clients to work with their account teams to take advantage
of these tools to help improve member access.
• CVS Specialty patients can have their medications delivered to their homes with no delivery
charge. Patients with chronic and complex conditions also can get support for their unique
needs from our specially trained nurses and clinical pharmacists, using secure messaging online
or through our CVS Specialty app.
94. How is CVS Caremark helping protect supply of medicines potentially useful for COVID -19
treatment?
We are working with clients to implement new measures to balance the burgeoning interest in off-label
use of certain medicines to treat COVID-19 pneumonia with the ongoing needs of members who use
these drugs for chronic conditions. With client consent, we are setting appropriate limits on the quantity
of these medicines—one protease inhibitor and albuterol inhalers—for potential use in treating COVID-
19. Members who already take these medicines for approved uses, including treatment of lupus,
rheumatoid arthritis, HIV and asthma, will be able to bypass the new quantity limits.
95. How is CVS Caremark ensuring business continuity?
We have robust business processes in place to help preserve the capacity of our CVS Caremark mail
service pharmacies and ensure service continuity.
• Our mail service operations are organized into two main functions that occur in separate
physical facilities: receiving orders and processing/filling orders.
• Regional Order Creation Centers (ROCCs) exist to intake new orders that are mailed to CVS
Caremark, scanning and electronically imaging these prescriptions. ROCCs, which are located
strategically across the country, enable us to electronically transmit prescriptions to the most
appropriate mail service pharmacy for dispensing.
• We have implemented robust and flexible business continuity plans within our CVS Specialty
pharmacies to ensure continuous service to patients – including accelerating shipment of
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existing orders and building a backup model to ensure service is not disrupted if we need to
temporarily close one of our facilities.
96. What happens if a CVS Caremark or CVS Specialty facility is closed due to COVID-19 exposure?
To ensure continuity of care and avoid disruption in patient service, if a facility is ultimately closed due
to potential exposure to someone with COVID-19, prescriptions will be transferred and filled at another
operational site.
97. How is Accordant continuing to assist members?
We have taken important steps to ensure Accordant members continue to have access to important
care as well as information about COVID-19.
Since early February, Accordant has been regularly educating and providing guidance to members to
help them throughout the COVID-19 outbreak. This includes information about social distancing,
infection prevention, helping to address medication refills and coordinating with doctors and care teams
on patient care and concerns related to the virus, among many other issues.
98. Is Coram still providing infusion care to patients and what steps are they taking to protect
patients?
Coram is continuing to provide nursing care to patients requiring infusion care in the home and our
ambulatory infusion suites (AIS). Coram also has put into place a number of proactive measures and
preventive health precautions to help ensure continuity of care for patients while protecting both
patients and our Coram providers.
• We are proactively contacting all patients who visit our ambulatory infusion suites before their
scheduled visits to screen for possible infection or exposure to COVID-19 and are rescheduling
those potentially impacted for home visits when appropriate.
• We have increased the frequency of cleaning services at all infusion suites and have also
enacted a patient screening process prior to all home visits
• Coram in-home care providers are also up-to-date and utilizing infection protocols and proactive
prevention techniques, including personal protection equipment, to minimize exposure and
community-based transmission of COVID-19.
• For those residing in an area with travel restrictions or a curfew, we are working with local
officials and law enforcement and have documentation to ensure we are still able to deliver
medications and care to our patients.
• Coram providers are also now using video conferencing technology to train, educate and assess
your members requiring infusion care in inpatient or home settings when Coram providers are
not able to enter a facility and/or when a face-to-face visit is not required.
Coram Announcement (April 17th)
99. Is CVS doing anything else to support patients, providers, and hospitals during the coronavirus
pandemic?
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• CVS Health’s infusion care business, Coram, is working with hospitals and providers, including
UCLA Health in California, to support solutions for creating much-needed hospital bed capacity
during the COVID-19 pandemic.
o In California, estimates suggest that the state will need to add 50,000 hospital beds 1 .
o Coram is working with UCLA Health to identify and begin transitioning stable patients to
home-based nursing care and is scaling this approach in other markets with high rates of
COVID-19.
• Coram has enhanced its existing home infusion capacity and capabilities to help transition
eligible IV-therapy patients to home-based care. This includes enhanced clinical monitoring,
virtual support and oversight through telehealth to complement existing personalized in-home
support, coordination and administration of medications and supplies.
o Coram’s skilled nurses will provide and coordinate care for patients with a range of
conditions that may require infusion therapy, including hydration and nutritional
support, anti-infectives and/or several specialty medications for chronic condition
management.
o Examples of the range of personalized care to be provided by Coram nurses include
daily visits and monitoring, medication administration, IV catheter line care, lab draws,
and other ongoing care and educational support via telehealth.
o Additionally, Coram is working with home health agencies to enable care for patients
with high-acuity needs that may require additional clinical oversight, monitoring and in-
person care.
100. Why are CVS Health and Coram launching this strategy?
Amid the COVID-19 pandemic, hospitals are looking for ways to help create more bed capacity and
transition certain patients out of inpatient settings. For decades, Coram has provided important infusion
care and nutrition services to patients – at-home or in outpatient ambulatory infusion centers – and
now more than ever, our specialized Coram nurses can play a vital role in ensuring important continuity
of care for patients requiring IV-therapy at home. That is why we are working with hospitals and
providers, including UCLA Health, to help transition eligible IV-therapy patients to home-based care.
Altogether, this will help create hospital bed capacity for treating those impacted by COVID -19. In
addition, by working to transition patients out of hospital or outpatient settings, we can also help
minimize their risk of exposure to COVID-19.
101. How many patients does CVS Health expect to move from hospital to home-based care?
Individual hospitals and health systems face different challenges, and we are working to create
additional bed capacity based on their needs and the changing landscape. At UCLA Health alone, we are
scaling our capabilities to help transition upwards of 100 patients to home-based care.
102. How quickly can CVS Health implement this program and begin transitioning appropriate
patients to quality home-based care?
We are already mobilized and engaging with UCLA Health, among others.
As the landscape and need continues to evolve, we are also actively working to scale, or shift, this
strategy to other geographies with high rates of COVID-19 – leveraging our relationships with local home
health agencies, when appropriate.
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103. What precautions are being taken to ensure that Coram nurses entering patient homes
operate safely and minimize possible disease transmission risk to and from patients?
Coram in-home care providers are up-to-date and utilizing infection protocols and proactive prevention
techniques, aligned to CDC guidance, to minimize exposure and community-based transmission. In
addition to protective precautions, we are leveraging virtual care to help keep our health care providers
and patients safe, while ensuring continuity of care. For example, we are conducting proactive outreach
to each patient prior to being seen to understand potential COVID-19 infection or exposure and to
ensure continued safety for our clinicians and our patients. In addition, we have provided appropriate
PPE to all Coram clinical personnel and are working to ensure we continue to have adequate supply of
PPE on hand.
Return Ready Announcement (June 24th)
104. What is Return Ready™?
As state and local governments continue to relax stay-at-home orders and reopen economies,
employers and universities are looking to us for support in returning employees to worksites and
students, faculty and staff to campuses. Central to our solution is COVID-19 testing for ongoing business
continuity. With flexible options for testing, including drive-thru testing at CVS Pharmacy locations
and/or bringing testing onsite, organizations can design a customized testing strategy to meet their
unique needs.
105. At the core of Return Ready’s comprehensive, end-to-end solution is configurable COVID-19
testing that allows employers or universities to choose who, how, where and when to test their
employees or students. In addition to testing, the solution includes:
• Clinician-informed protocols and guidance for symptom checking and temperature screenings;
• Onsite licensed professionals for COVID-19 testing and support;
• Turnkey employee and student communications toolkit;
• Digital tools for test scheduling and sharing of results;
• Integrated reporting and analytics across testing locations;
• Onsite immunization clinic with CDC-recommended vaccination services, such as the seasonal
flu vaccine; and
• Access to add-on solutions such as thermal scanners, digital symptom monitoring and contact
tracing technology.
106. How does the testing component of the solution work? (Updated, 1/25)
Organizations have the flexibility to choose from a number of COVID-19 testing options. The testing
technology options include point-of-care testing with results in a few minutes or third-party lab
processed testing with results in a few days. The organization can choose to offer testing onsite – and in
a safe testing environment set up by CVS Health – or in the local community at one of the 4,800 CVS
Pharmacy testing locations. For example, some organizations with high-density populations working in
close proximity that need rapid results may choose on-site, point-of-care testing overseen by licensed
CVS Health professionals to receive immediate alerts of positive results for contact tracing. Others may
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prefer lab-processed tests, with results in a few days, conducted either onsite or at a nearby CVS
Pharmacy testing location, which enables organizations to test a large number of individuals quickly
and/or ensures convenience for those with a distributed workforce.
Return Ready also includes an analytics dashboard for ongoing oversight and trends across worksite
location(s), along with state and federal reporting of test results, as required.
MinuteClinic
107. What is MinuteClinic doing to protect patients from COVID-19?
In order to support efforts to reduce the spread of COVID-19 in our communities, and in line with CDC
and State Health Department guidance for infection control and prevention, MinuteClinic is making the
following temporary changes to help keep our patients, customers and colleagues safe during this time:
• You will also be asked to wear a mask throughout your visit, which we can provide, if you do not
have one of your own.
• You will be asked some questions to determine your risk for COVID-19. If your symptoms or
exposure history suggest you may be at risk, we will share information about how to find the
most convenient location for COVID-19 testing, including at one of our 4,800 testing sites across
the country.
• We’re adding steps to further clean and disinfect the kiosk and the clinic between visits, and
ensuring our providers have the appropriate PPE, including gloves, masks and protective
eyewear.
108. What should patients do if they suspect they may have COVID-19? (Updated, 1/25)
People with symptoms of a respiratory illness, including a high fever, cough and shortness of breath, or
have been in close contact with someone who meets these criteria, should not schedule a visit at
MinuteClinic. These patients should consult with their primary care provider or local health department
about testing, or visit one of CVS Health’s more than 4,800 testing sites.
If someone suspects they may have COVID-19, telemedicine services can be an effective option for
screening. Telemedicine and virtual care services enable patients to talk with a health care provider and
have a basic screening to determine their risk for COVID-19, without having to leave home. MinuteClinic
offers two telemedicine options including E-Clinic visits and MinuteClinic Video Visits. For more details,
visit www.minuteclinic.com.
If a patient develops emergency warning signs for COVID-19 they should seek out medical attention
immediately. Emergency warning signs include*:
• Difficulty breathing or shortness of breath

• Persistent pain or pressure in the chest
• New confusion or inability to arouse
• Bluish lips or face
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*This list is not all inclusive.
109. What happens if a patient comes to MinuteClinic and might have COVID-19? (Updated, 1/25)
Our goal is to provide safe, high-quality care and to ensure our patients and providers are protected.
Whether you register for an appointment or walk-in for care, you will be asked some questions to
determine your risk for COVID-19. If your symptoms or exposure history suggest you may be at risk, we
will share information about how to find the most convenient location for COVID-19 testing. No-cost
testing is available at more than 4,800 CVS Pharmacy locations across the country.
110. If you have a suspected case of COVID-19 in the clinic, how will you help keep the store and
clinic safe for other customers?
Our goal is to provide safe, high-quality care and to help protect our patients and providers. In
alignment with CDC and CMS recommendations, and in the interest of keeping our providers, store
colleagues and patients safe during this time, MinuteClinic has developed a temporary COVID-19 waiting
room protocol. The purpose of this protocol is to further enhance our infection control procedures for
patients prior to them being seen in the clinic.
If one of our providers does see a patient who meets the criteria for COVID-19 risk, we take the
appropriate precautions to protect our providers, other patients and customers.  During the exam the
provider will wear protective gear (e.g., appropriate masks, gloves, gown and goggles) and will provide
the patient with a mask.
After the visit, the provider will disinfect the clinic exam room following CDC health care precautions for
communicable infections, which includes the thorough disinfection of all clinic surfaces (including the
sign-in kiosk). The provider may also close the disinfected clinic for a two-hour period if needed and
move to another room in the clinic to continue patient care.
Near the sign-in kiosk, we have masks available, as well as signage to encourage patients who are
displaying lower-respiratory symptoms (fever, cough, shortness of breath) to don masks while they wait
for their appointment in their personal vehicle. We also have hand sanitizer and disinfecting wipes
available near the sign-in kiosk and encourage patient use.
111. Why can’t patients make appointments at their closest MinuteClinic anymore?
During this time when access to routine health care continues to be disrupted, MinuteClinic remains
focused on our goal to provide patients with access to affordable, high-quality routine health care in a
safe environment.
Currently, as part of our Pandemic response, there may be limited availability for scheduling a
MinuteClinic visit in advance at certain locations, but our clinics continue to be open for walk-in patients
with non-COVID-19 related health care needs. We encourage patients to check on-line at
MinuteClinic.com to determine approximate wait time at their closest clinic and determine if advance
appointments are available.
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112. Can a patient have a COVID-19 test during a MinuteClinic visit (either appointment or walk-
in)?
Patients who are experiencing COVID-like symptoms or have been exposed to someone who has tested
positive for the virus and are seeking out a test, must schedule an appointment in advance at CVS.com.
Patients are not able to schedule a COVID-19 test using the clinic locator at MinuteClinic.com.
113. How do you prevent COVID-19 patients from just walking in for a clinic visit?
Currently, as part of our Pandemic response, there may be limited availability for scheduling a
MinuteClinic visit in advance at certain locations. Our clinics continue to be open for walk-in patients
with non-COVID-19 related health care needs once they have been pre-screened, and in accordance
with state mandates.
After a patient registers at the sign-on kiosk for a MinuteClinic visit, the provider will reach out to them
over the phone with a series of screening questions to determine their risk for COVID-19. If the
responses suggest the patient may be at risk, they are instructed to seek out COVID -19 testing. If a
patient passes the screener they are invited into the clinic for the visit. Patients are asked to wear a face
covering during their visit and a face covering can be provided if needed.
114. Is there an out of pocket cost for the rapid-result COVID-19 testing?
Rapid-result testing for COVID-19 is available at no cost to eligible patients either with insurance or
through the federal government’s program for uninsured patients.
115. If a patient takes a COVID-19 rapid-result test, is negative and has a MinuteClinic visit after
getting their test results, will there be an out of pocket cost for the MinuteClinic visit?
Under the CARES Act, patients should not have out-of-pocket costs for follow-up care at MinuteClinic
conducted on the same day as a COVID-19 test and directly related to COVID-like symptoms. Care
provided for other health concerns, not related to COVID-like symptoms, may be subject to patient cost
share, based on their health insurance plan and coverage. Patients should contact their insurance
company for questions regarding coverage.
116. Does MinuteClinic® offer telemedicine services?
Yes. MinuteClinic offers two telemedicine options including E-Clinic visits and MinuteClinic Video Visits.
For more details, visit www.minuteclinic.com.
117. Does MinuteClinic offer mental health services either through Video Visits or e-Clinic visits?
MinuteClinic providers in the clinic and via E-Clinic can screen, diagnose and treat for depression, but
that is not available through the Video Visit platform at this time.
E-Clinic
118. What type of services are available via an E-Clinic visit?
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E-Clinics offer many of the same services as the retail MinuteClinic locations. They can evaluate,
diagnose and treat common injuries, illnesses and skin conditions. They can also help manage chronic
conditions like diabetes and high blood pressure for established patients. Providers can also assess a
patient’s symptoms and risk factors for COVID-19 and provide guidance on how to access testing or
treatment if infection with the virus is suspected. For more information, members can visit
www.minuteclinic.com.
119. What types of health services are available through an E-Clinic?
MinuteClinic providers are available to evaluate, diagnose and treat common injuries, illnesses and skin
conditions. These conditions can include seasonal allergies, colds and coughs, flu, sore throat, earaches,
minor injuries such as a sprained ankle, sinus infections, skin conditions, upset stomach, UTIs and
bladder infections. Providers can also help manage chronic conditions such as diabetes or high blood
pressure for established patients during an E-Clinic visit.
During an E-Clinic visit, the provider can also assess the patient’s symptoms and risk factors for COVID -
19 and provide guidance on how to access testing or treatment if infection with the virus is suspected.
For more details about the specific conditions that can be evaluated during an E-Clinic visit, please visit
www.minuteclinic.com for more information.
120. Are E-Clinic visits covered by insurance? If yes, do they apply for current telehealth
copay/cost share waivers?
Yes, E-Clinic visits are covered by most insurance plans and may be eligible for existing cost-share and
copay waivers currently in place for telehealth services during the COVID-19 pandemic.
121. How does the E-Clinic visit process work? How long will a patient typically need to wait for
their E-Clinic visit after submitting their information?
To connect with a provider, patients can visit www.minuteclinic.com and request an E-Clinic visit. The
patient will be prompted to enter their information and reason for requesting a visit through the Epic
MyChart portal. After verifying the patient’s insurance, a MinuteClinic provider in the patient’s state will
be notified of the request and will connect with the patient to set up a convenient appointment time for
an E-Clinic visit within 24 hours of the request.
122. Will the MinuteClinic provider be able to prescribe medication if needed during an E -Clinic
visit?
Yes, when clinically appropriate.
123. If after an E-Clinic visit the patient develops further symptoms or needs additional
assessment, can they connect with the same provider?
Not necessarily, but the information related to the patient’s E-Clinic visit will be included as part of their
patient record, which can be accessed by any of our providers to help ensure continuity of care.
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124. If after a MinuteClinic E-Clinic visit, the patient requires follow-up care at a MinuteClinic, will
their insurance be billed a second time?
If a patient is seen the next calendar day in a MinuteClinic setting their insurance will be billed for both
visits. If a patient is seen through an E-Clinic visit and in clinic at MinuteClinic on the same calendar day,
only one visit will be billed.
MinuteClinic Video Visits
125. MinuteClinic Video Visits are available on-demand or by appointment 24 hours a day, 7 days a
week in 43 states and Washington, DC, including states where there is no MinuteClinic physical
presence. Video Visits leverage Teladoc's technology platform and are initiated through the patient’s
computer or mobile device, at MinuteClinic.com or through the CVS Pharmacy app. A Video Visit
costs $59 and is an affordable cash-pay option for people who do not have health insurance, or
whose health insurance does not provide a telehealth benefit. Video Visits are covered by select
insurance plans, including most Aetna plans, and are payable by credit, debit, FSA or HSA cards.
126. Can you describe the process during a MinuteClinic Video Visit if COVID-19 is suspected?
If a patient requests a MinuteClinic Video Visit and is concerned about COVID-19, or if a Video Visit
patient presents with symptoms of a lower-respiratory tract illness (e.g., fever, cough and/or shortness
of breath), we follow CDC-recommended screening protocol to ask about their recent travel history
(e.g., timeframe and location), potential community exposure, and other relevant risk factors to
determine their risk of exposure to COVID-19.
If it is determined the patient may be at risk for COVID-19, the Video Visit provider will connect with the
local health department to determine the appropriate next steps and will connect the patient with the
health department if testing for the virus is recommended. 4
127. How can individuals access MinuteClinic Video Visits?
Individuals can access MinuteClinic Video Visits through the CVS Pharmacy mobile app as well as
128. Are MinuteClinic Video Visits covered by Aetna health plans and associated member cost
share waivers? (Updated 4/8)
MinuteClinic Video Visits are covered by most Aetna Commercial plans; normal cost shares apply.
MinuteClinic Video Visits are also covered by most Aetna Medicare Advantage plans. For Individual
Medicare Advantage members, copays are waived for in-network telehealth visits for primary care
4Disclaimer: Regulations regarding telehealth services and care package availability for Aetna Medicaid members vary by state
and, in some cases, are changing in light of the current situation. Aetna Medicaid members with questions about their benefits
are encouraged to call the member services phone number on the back of their ID cards.
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through the end of the Public Health Emergency. At this time, MinuteClinic Video Visits are not covered
by these plans:
• Aetna Better Health of Virginia (HMO SNP)
• Aetna Better Health of Ohio, a MyCare Ohio plan (Medicare-Medicaid Plan)
• Aetna Better Health of Michigan Premier Plan (Medicare-Medicaid Plan)
• Aetna Better Health of Illinois Premier Plan (Medicare-Medicaid Plan)
Aetna Group Medicare retiree members should check to see their plan coverage.
129. Are MinuteClinic Video Visits considered part of the Aetna No-Cost/Low-Cost benefit?
No. Telemedicine, including MinuteClinic Video Visits are not part of the Aetna No-Cost/Low-Cost
benefit.
130. Do MinuteClinic Video Visits replace Aetna’s Teladoc® offering?
No. MinuteClinic Video Visits are another telemedicine option for most Aetna Commercial plans. Those
plans that cover MinuteClinic Video Visits will do so whether they offer a Teladoc® benefit or not.
131. Do other health care payers provide coverage for MinuteClinic Video Visits?
At this time, Aetna is the only national health care payer covering MinuteClinic Video Visits. 5
132. Will Aetna members have to pay for covered MinuteClinic Video Visits up front?
At this time, no payment will be taken from covered Aetna members at the time of the visit.
MinuteClinic will bill members for any applicable member cost share after the visit. 6
133. Will my plan cover MinuteClinic Video Visits but not Teladoc®? How do I figure this out?
MinuteClinic Video Visits and Teladoc® are a covered benefit under most Commercial plans. However,
there are situations where an Aetna member may have MinuteClinic Video Visit coverage and not
Teladoc®. If you have questions about your coverage, call the Aetna Member Services number on the
back of your member ID card.
134. Will my plan cover Teladoc® but not MinuteClinic Video Visits? How do I figure this out?
No. Aetna Commercial members who have Teladoc® also have MinuteClinic Video Visits as a covered
benefit. 7
5 Disclaimer: Regulations regarding telehealth services and care package availability for Aetna Medicaid members vary by state
and, in some cases, are changing in light of the current situation. Aetna Medicaid members with questions about their benefit s
6
Disclaimer: Regulations regarding telehealth services and care package availability for Aetna Medicaid members vary by state
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135. What is the difference between a Teladoc® visit and CVS MinuteClinic Video Visit?
There are a few differences:
• MinuteClinic Video Visits are video only. Teladoc® offers care by phone and video.
• MinuteClinic Video Visits are for general medical care only. Where covered by plans, Teladoc®
offers care for general medical, behavioral health, and dermatology.
• MinuteClinic Video Visits are available in 43 States and Washington, D.C. Teladoc® is available in
all 50 states.
• Providers for both services are all board certified and credentialed and could be a doctor or
nurse practitioners, both of whom are licensed in your state and are able to prescribe
medications as appropriate.
136. What’s the difference between a MinuteClinic Video Visit and E-Clinic visit?
Here’s a side-by-side comparison of these services:
E-Clinic Video Visits

Provides support for over 150 services, similar to Cover smaller subset of services related to minor
services provided in retail clinic setting illnesses and conditions
Staffed by MinuteClinic nurse practitioners and Staffed mainly by Teladoc® physicians
physician assistants
Available in Washington, D.C., and the 35 states Available in 43 states and Washington, D.C.,
where MinuteClinic operates (see list here) including states where there is not a physical
MinuteClinic presence. (see list here)
Available between 9 a.m. and 5 p.m. local time. Available on-demand or by appointment, 24
hours a day, 7 days a week
Offers patients the opportunity to connect with a Uses Teladoc's technology platform and is
local MinuteClinic provider via video initiated through the patient’s computer or
conferencing. mobile device, at MinuteClinic.com or through
the CVS Pharmacy app.
Aetna Medicare
137. Are CVS MinuteClinic E-Clinic visits covered under the telehealth cost-sharing waiver for
Medicare members? 8 (Updated, 2/9)
Yes, E-Clinic visits are now covered by most Aetna Medicare Advantage plans. For Individual Medicare
Advantage members, copays are waived for in-network telehealth visits for primary care through the
end of the Public Health Emergency. E-Clinic visits are available for most Medicare Advantage plans,
including:
8Aetna, CVS Pharmacy® and MinuteClinic, LLC (which either operates or provides certain management support services to
MinuteClinic-branded walk-in clinics) are part of the CVS Health ® family of companies.
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E-Clinic visits are not covered by Aetna Better Health of Virginia (HMO SNP).
To access E-Clinic visits, members can visit https://www.cvs.com/minuteclinic and select “Clinic Visit”
under “Plan a Visit.” E-Clinic visits are available between 9 AM and 5 PM local time.
138. Does CVS MinuteClinic offer virtual visits to Medicare members?
Yes, MinuteClinic offers two telemedicine options: MinuteClinic Video Visits and E-Clinic visits.
139. Are CVS MinuteClinic Video Visits covered for Medicare Advantage members? (Updated 4/8)
Yes. MinuteClinic Video Visits are now covered by most Aetna Medicare Advantage plans. For Individual
Medicare Advantage members, copays are waived for in-network telehealth visits for primary care
through the end of the Public Health Emergency. At this time, MinuteClinic Video Visits are not covered
by these plans:
• Aetna Better Health of Virginia (HMO SNP)
To access MinuteClinic Video Visits, members can visit https://www.cvs.com/minuteclinic/virtual-

care/video-visit or download the CVS mobile application. It’s available 24/7.
Aetna Better Health
140. Are MinuteClinic Video Visits covered by Aetna Better Health Medicaid plans?
At this time, MinuteClinic Video Visits are not covered by Aetna Better Health Medicaid plans.
Telemedicine (General & Aetna Commercial, Aetna Medicare, Aetna Medicaid)
141. What is telemedicine?
Telemedicine is health care delivery, evaluation, diagnosis, consultation, or treatment, conducted

through audio, video or data communications by a health care practitioner who is physically separated
from their patient.
142. Is telehealth and telemedicine the same thing?
Yes. These terms are often interchangeable. Telehealth is the term Medicare uses for telemedicine
and can include:
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o Live videoconferencing with providers

o Telephone-only consultations with providers
o Services provided by telemedicine vendors like Teladoc®
143. What’s the difference between telehealth/telemedicine and Teladoc®?
Telehealth/telemedicine refers to a type of care – health care that is delivered remotely, such as over
the phone, through video or via other communications platforms. Aetna policies have been relaxed to
allow any in-network provider to deliver telemedicine. In most cases, these providers will be reimbursed
at the same rate as an in-office visit, although provider contracts vary and exceptions may apply for
some providers. Many in-network providers are offering telemedicine services and will evaluate,
diagnose and consult with patients remotely.
Teladoc® is a multinational health care company that uses a group of doctors, therapists and
specialists to provide telemedicine and virtual health care 24 hours a day, seven days a
week. Aetna customers can elect to include the Teladoc® benefit in their benefit plans.
144. What can telemedicine providers do?
Telemedicine providers help with non-emergency health issues like respiratory infections, flu symptoms,
and many other illnesses. They evaluate symptoms and provide medical advice and treatment, which
may include a prescription if medically appropriate. Some also provide behavioral health and specialized
support such as dermatology, physical therapy, and more.
For COVID-19, telemedicine physicians can answer questions about the virus, assess a member’s risk and
provide support to help relieve symptoms.
When seeking virtual care, we encourage members to reach out to their current providers first.
145. Are providers (behavioral health and primary care) required to see a member face-to-face
before being able to provide telemedicine services?
No. A prior face-to-face visit is not required for a provider to provide telemedicine services.
146. Can members gain immediate access to health care providers through telemedicine?
In most cases, yes.
147. Can telemedicine providers diagnose COVID-19 or order a COVID-19 diagnostic testing service?
No. Telemedicine providers are unable to conduct COVID-19 diagnostic testing or order diagnostic
testing and, therefore, cannot confirm a COVID-19 diagnosis. Telemedicine providers can assess patient
risk and provide the appropriate direction and next steps to access testing, as appropriate.
148. Can telemedicine providers send COVID-19 test kits to patients?
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No. The FDA has approved test kits that can be used by individuals at home who have been screened
using an online questionnaire reviewed by a health care provider. Contact your health care provider to
determine if this test is right for you.
149. Should I use telemedicine if I experience COVID-19 symptoms?
Individuals who are showing signs of upper or lower respiratory infection or fever should stay home and
contact their primary care provider either by phone or through a virtual visit.
If you suspect you may have contracted COVID-19, call your primary care provider first or consult the
guidance provided by your state’s Department of Health for how best to receive an assessment of your
symptoms.
150. Can a telemedicine provider treat COVID-19?
Telemedicine providers may be able to provide evidence-based supportive care to help relieve
symptoms or to recommend next steps.
151. Why are CVS Health and Aetna recommending that we use telemedicine during the
pandemic?
Government agencies encouraged the use of telemedicine to help contain the spread of the COVID-19
virus and to protect critical healthcare providers. We also encouraged members and colleagues to use
telemedicine as a viable and convenient option for appropriate symptoms or conditions.
The federal government has indicated that, during the COVID-19 national emergency, which also
constitutes a nationwide public health emergency, it will not impose penalties for HIPAA noncompliance
against health care providers who provide telehealth services in good faith through remote
communications technologies that may not be HIPAA-compliant, such as FaceTime or Skype.
152. How can members access services without going to a provider’s office?
Members can use Teladoc® or their provider may be able to offer them services over the phone or
through a telemedicine platform where they have a real-time visual connection. Members can check
availability by accessing Aetna online DocFind directory, contacting their provider or visiting
the Coronavirus Resource page on Aetna.com.
MinuteClinic offers two telemedicine options, including E-Clinic visits and MinuteClinic Video Visits. For
more details, visit www.minuteclinic.com. These visits are covered by most Aetna Commercial and
Medicare plans.
153. How can patients find telemedicine providers and seek their care?
Aetna members can:

o Contact in-network providers to find out if they offer real-time virtual care and follow their
process for making a telemedicine appointment
o Search Aetna DocFind© to find providers who offer virtual care; an indicator was added that will
identify providers who offer telemedicine
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o Connect with Teladoc® anytime (24 hours/day, seven days/week) at 1-855-TELADOC (1-855-835-
2362), through their app, or at www.Teladoc.com/aetna
o Schedule a MinuteClinic® Video Visit or E-Clinic virtual visit through the MinuteClinic® app
or website. These visits are covered by most Aetna Commercial and Medicare plans (and
associated member cost waiver).
o Visit the Aetna Coronavirus Resource page on aetna.com for more options.
154. If a client doesn’t currently offer telemedicine, can they add that benefit now?
Any member/client can seek telemedicine services from providers that offer them. Aetna commercial
clients who do not offer Teladoc®, can add the benefit now through the standard implementation
process (a minimum commitment duration may apply).
155. Can telemedicine be delivered through telephone or is a synchronous audiovisual connection

required? Where can providers access Aetna’s telemedicine policy?
For Commercial plans, Aetna will cover limited minor acute care evaluation
and care management services, as well as some behavioral health services rendered via telephone until
further notice. For general medicine and some behavioral health visits, a synchronous audiovisual
connection is still required.
Medicare allows telephone-only telemedicine services for a limited number of codes. For other codes
announced by CMS, an audiovisual connection is also still required.
Aetna’s Telemedicine Policy is available to providers on the Availity portal.
156. What happens if an employee uses telemedicine multiple times in a day/week? Are ASO
clients still obligated to pay for all these costs?
No. Aetna’s medical policy (one claim/member/service/day/provider) would still apply and limit the use
of telemedicine to the policy.
157. How is Aetna covering telehealth services for its Medicare members? (Updated 4/8)
Aetna is providing access to all Medicare Advantage members to telehealth through network providers
who wish to see patients virtually. We also offer access via Teladoc® and MinuteClinic Video Visit and E-
Clinic visits. Medicare Advantage members should consider telehealth as an option to limit potential
exposure to COVID-19 in physician offices.
Medicare Advantage members may use telemedicine for any reason, not just COVID-19 diagnosis. For
example, they could use telemedicine to discuss their diabetes care plan or schedule a sick visit. This
means members can continue to receive clinical care from their providers without having to leave their
home and risk exposure to COVID-19. 9
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For Individual Aetna Medicare Advantage members, copays are waived for in-network telehealth visits
for primary care through the end of the Public Health Emergency. Cost share waivers for specialist
telehealth visits expired on January 31, 2021 for all Medicare Advantage members. A telehealth visit
with a specialist provider will now result in the same cost share as an in-person office visit.
158. What is telemedicine and will Aetna Better Health cover the cost of telemedicine for Medicaid
members? (Updated 4/1)
Telemedicine is health care delivery, evaluation, diagnosis, consultation, or treatment, conducted

through audio, video or data communications by a health care practitioner who is physically separated
from their patient. Telehealth/telemedicine can include:
• Live videoconferencing with providers

• Telephone-only consultations with providers
• Services provided by telemedicine vendors like MDLive and Teladoc® telemedicine services
• CVS MinuteClinic locations offer a telemedicine option for Aetna Better Health Medicaid
members called E-Clinic Visits. These visits are covered by most Aetna Better Health Medicaid
plans where brick and mortar Minute Clinics reside. Currently, Aetna Better Health of WV and
Aetna Better Health of NY do not cover this benefit. For more details, visit
Regulations regarding telehealth services available to Aetna Better Health Medicaid members vary by
state. Aetna Medicaid members are encouraged to visit their health plan website or refer to their
provider directory to identify in-network doctors that can potentially deliver virtual care. Aetna Better
Health Medicaid members with questions about these specific benefits are encouraged to call the
member services phone number on the back of their ID cards.
Finding Telemedicine Solutions
159. Is there a way to check online to see if an Aetna provider offers telemedicine?
Yes. A telemedicine indicator is available on the DocFind tool on aetna.com, the Aetna member website
and on the Aetna app, for participating providers who offer telemedicine services.
Other telemedicine options are offered on the Aetna Coronavirus Resource page.
160. How can our Medicare Advantage members access telehealth services?
Members should contact their doctor to see which telehealth services they may be able to offer their
patients and how to schedule them. 10
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Telemedicine Cost Sharing Waivers
161. How long are Aetna’s liberalized coverage of telemedicine services and cost share waivers in
effect?
Aetna’s liberalized coverage of Commercial telemedicine services, as described in its telemedicine

policy, will continue until further notice. 11
Member cost-sharing waivers for covered in-network telemedicine visits for outpatient behavioral and
mental health counseling services for Commercial plans were active until January 31, 2021. 12 Aetna self-
insured plan sponsors offered this waiver at their discretion.
Cost share waivers for any in-network covered medical and behavioral health services telemedicine visit
for Aetna Student Health plans, were active until January 31, 2021. 13
Please refer to the Telemedicine Policy for services covered.
162. Although the member cost-share waiver for medical care for Commercial plans ended on June
4,14 does Aetna continue to cover telemedicine delivered through telephone only?
Yes. For Commercial plans, Aetna will continue to cover limited minor acute care evaluation and care
management services, as well as some behavioral health services rendered via telephone, until further
notice. 15 Please see Aetna’s Telemedicine Policy for specific coverage.
Mental Wellness Using Telemedicine
163. Does Teladoc® offer behavioral health services?
Teladoc® offers support for behavioral/mental health services to Aetna Commercial plans.
About MDLIVE and Teladoc® Telemedicine Services
164. How can a member confirm they are eligible to use Teladoc®?
Members should call Aetna Member Services on the back of their Member ID card to learn if the
Teladoc® benefit is included in their benefits.
11 Or as specified by state or federal regulation

12
Or as specified by state or federal regulation.
13 Or as specified by state or federal regulation.
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165. Can a member who has Teladoc® benefits register another adult dependent (such as a spouse
or child) for Teladoc®?
No. Due to HIPAA restrictions, adult members can only register dependents who are minors (below the
age of 18). Adult dependents must register themselves for Teladoc®. 16
166. Does Teladoc® have a protocol in place whereby they are able/willing to provide a ‘fitness of
duty’ release to employees who have been quarantined (specifically people who are a-
symptomatic but precautionary quarantined)?
No
167. Can Teladoc® issue return-to-work notes for patients with non‐COVID related symptoms?
No. Given high demand for medical care during this outbreak, Teladoc® is not able to re‐evaluate
healthy patients and issue return‐to‐work notes at this time.
168. Can Teladoc® doctors send COVID‐19 test kits to members or order them on their behalf?
No. If patients would like to pursue in‐person COVID‐19 diagnostic testing, they should call their doctor
or their state’s public health hotline to verify test availability.
169. How will Teladoc® handle individuals who have already received a positive COVID-19
diagnosis?
Teladoc® care providers will provide, evidence-based supportive care to relieve symptoms for affected
patients, addressing both physical and mental health needs. For cases where in-person care is needed,
Teladoc® will navigate patients to appropriate resources (in-network, where possible).
170. If a fully insured group opts out of Teladoc® at point of sales/implementation, does this group
still have access to Teladoc® due to COVID-19?
If a group opted out of the Teladoc® solution during implementation, it would not have Teladoc® access
today. However, eligible providers can perform telemedicine services, bill telemedicine codes and will
have cost share waivers.
171. Can Teladoc® issue a 14-day self-quarantine excuse note for suspected COVID-19 patients?
Yes. Consistent with CDC recommendations, if the doctor observes symptoms and risk factors that
suggest COVID-19, they can add a notation to the ‘excuse note’ advising the patient to self-quarantine
for 14 days.
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172. Can we provide our self-insured plan sponsors with weekly Teladoc® reporting so they may
know the volumes?
Due to elevated call volumes, Teladoc® is not able to provide our plan sponsors with weekly utilization
reports. However, the utilization report that is provided by Teladoc® to all self-insured plan sponsors on
a monthly basis will continue to be produced.
173. Is Aetna or Teladoc® reporting diagnosed cases of COVID-19 to public health authorities?
Neither Aetna nor Teladoc® diagnose COVID-19, and, therefore, is unable to make a report. It is the
responsibility of the diagnosing physician to report cases to public health authorities, not Aetna or
Teladoc®.
174. Is Aetna requiring the use of Teladoc®?
No. In-network providers may deliver telemedicine from any location during this national
emergency, subject to their state practice acts, and the guidance issued by state and federal authorities
for the provision of telehealth services.
175. Can our Medicare Advantage members use Teladoc®? (New, 2/2)
Yes, we have made Teladoc® available to all our Medicare Advantage members for general medical care
only until further notice. However, we encourage members to seek virtual care from their own doctors
first when possible to maintain care continuity.
To access Teladoc®, members can call 1-855-TELADOC (855-835-2362) or visit

https://member.teladoc.com/aetna for help. It’s available 24/7. 17
176. Can Teladoc® provide the same telemedicine services as Medicare Advantage members’ own
doctors?
No, Teladoc® can be used by Medicare Advantage members for general medical care only. Members
should seek other telehealth care, such as dermatology and behavioral health services, from their own
doctors. 18
177. For Aetna Group Medicare Advantage members without the Teladoc® benefit, will members
be able to access Teladoc®? (Updated, 2/9)
Yes, we have made Teladoc® available to all our Medicare Advantage members for general medical care
only until further notice. However, we encourage members to seek virtual care from their own doctors
17
Disclaimer: Regulations regarding telehealth services and care package availability for Aetna Medicaid members vary by state
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first when possible to maintain care continuity. 19 Members should consult their providers for virtual
dermatology and behavioral health services.
Telemedicine Information for Providers
178. Can providers use video chat platforms such as Skype® and FaceTime® to complete
telemedicine visits?
Yes. Providers can temporarily use non-public facing synchronous video chat platforms, such as Skype®
and FaceTime®, to complete telemedicine visits as long as these platforms are allowed in their states
and they are able to meet the standard of care via a telehealth encounter. Health care providers should
not, however, use public-facing video applications, such as Facebook Live®, Twitch® or TikTok®. For
more information, refer to the temporary Federal guidelines concerning use of these platforms during
the COVID-19 pandemic. 20
The Families First Coronavirus Act as It Relates to Telemedicine
179. What is the Families First Coronavirus Response Act and how do the requirements pertain to
telemedicine?
The Families First Coronavirus Response Act signed into law on March 18, 2020 provides a range of
benefits that address the needs of individuals and families related to the COVID-19 outbreak. It provides
paid leave, protects public health workers, delivers important benefits to children and families and
establishes no-cost COVID-19 testing nationally.
The legislation contains a mandate, requiring all health plans to cover COVID-19 testing without member
cost sharing. This is a national requirement that is similar to those recently applied by many states.
In addition to the cost of the COVID-19 test, plans must cover the cost of a health care visit that results
in the ordering or administration of a test for COVID-19, including a telemedicine visit. Coverage must be
provided with no cost-sharing by the member.
180. What type of plans and networks are included in the Families First Coronavirus Response
Act mandate?
The legislation requires all health plans, including Medicare and Medicaid, to provide full coverage of
COVID-19 testing. The requirement also applies to the self-funded plans Aetna administers. Self-funded
plans are not able to opt out.
19
Disclaimer: Regulations regarding telehealth services and care package availability fo r Aetna Medicaid members vary by state
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If the plan provides in and out of network coverage, then the cost-sharing waiver applies to testing
performed or ordered by in-network or out-of-network providers.  
181. Can plan sponsors opt-out of the telemedicine cost share waiver for COVID-19 testing?
No. The cost share waiver for COVID-19 testing and the office visit, telehealth visit, urgent care visit or
ER visit that resulted in the test is part of the Families First Coronavirus Relief Act and therefore is a
federal law.
It might be confusing that telehealth is included in this list since telehealth professionals
can’t diagnose COVID-19 through the phone. However, since it is included in the law, self-insured plans
sponsors may not waive this coverage even if they waive telemedicine cost share waivers using the opt-
out form.
The Coronavirus Aid, Release, And Economic Security (CARES) Act as It Relates to Telemedicine
182. How did the Coronavirus Aid, Relief, and Economic Security (CARES) Act signed on March 27
address telemedicine cost waivers for high deductible health plans?
The CARES Act clarified that for plan years beginning on or before December 31, 2021, covering
telehealth before a deductible has been met will not disqualify a high deductible health plan (HDHP).
Members do not need to take any action in response to this legislation.
If a plan sponsor previously opted out of telemedicine cost share waivers because they were concerned
about HDHP rules, they can complete Aetna’s opt-out form again, indicating that they are reversing their
previous opt-out decision.
183. Since the CARES Act clarified that covering telehealth without cost sharing before the
deductible has been paid would not disqualify a HDHP for the plan years that begin on or before
December 31, 2021, will Aetna be extending the 90-day telemedicine cost share waiver until
December 31, 2021?
No. The legislation does not mandate that waivers extend to that date. Aetna will continue to monitor
and evaluate the current situation when making any decisions regarding the timeline for telemedicine
cost-share waivers.
Telemedicine Cost-Sharing and Co-Pay Waiver Announcement (March 6th)
184. What were the start and end dates for the telemedicine cost share waiver?
For Commercial plans, the cost share waiver for any in-network covered telemedicine visit – regardless
of diagnosis—began on the day of the CVS Health press release, March 6, 2020, and ended on June 4,
2020. 21 Member cost-sharing waivers for covered in-network telemedicine visits for outpatient
behavioral and mental health counseling services expired on January 31, 2021. Aetna self-insured plan
sponsors offered this waiver at their discretion.
21
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Cost share waivers for any in-network covered medical and behavioral health services telemedicine visit
for Aetna Student Health plans were active until January 31, 2021. 22
185. What happens to the telemedicine cost-share waiver after the effective period? Can my self-
insured plan sponsor extend it?
CVS Health and Aetna will continue to monitor the situation with COVID-19 as it unfolds. Any updates or
changes to the policies and procedures will be communicated through the appropriate channels. Plan
sponsors cannot make independent extensions at this time.
186. What is the cost for a Teladoc® or telemedicine visit that would need to be covered by the
self-insured plan sponsor?
The retail cost of a Teladoc® visit that would need to be covered by the self-insured plan sponsor is $40
or $45, depending on the health plan’s Teladoc configuration.
Telemedicine visits may be billed by any network provider. In most cases, Aetna will reimburse network
providers for telemedicine services at the same rate as in-person visits. Provider contracts vary and
exceptions may apply for some providers.
187. What kind of Teladoc® visits are covered by the COVID-19 cost share waiver? (Updated 4/8)
For Individual Medicare Advantage plans, we’re waiving member cost sharing for in-network covered
Teladoc general primary care visits through the end of the Public Health Emergency.
22
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Aetna Medicare
Medicare Advantage
Note: “Medicare Advantage (MA)” includes Individual MA-only (MA) and Medicare Advantage
Prescription Drug (MAPD) plans, Joint Venture MA plans, Dual Eligible Special Needs Plans (DSNP),
Medicare-Medicaid Plans (MMP), and Group MA and MAPD plans. We sell Medicare Advantage
products under the names Aetna Medicare, Innovation Health, Allina Health | Aetna, and Aetna Better
Health.
Prescriptions
188. How do Medicare Advantage members get their medications if they are in self-isolation or
quarantined?
We recommend using mail-order – it’s available for most maintenance medications (medication
members take regularly for things like high blood pressure, asthma or diabetes). There’s no delivery fee
and members can have up to a 90-day supply delivered directly to their home.
To get started with mail-order, members can either call the phone number on their ID card or visit
aetnamedicare.com.
In addition to mail-order, most home delivery fees have been waived for prescriptions purchased from a
CVS retail pharmacy. Charges for standard 1- to 2-day delivery fees are waived until further notice.
Same-day delivery cost is $7.99.
189. What is CVS Pharmacy® doing to help our Medicare Advantage members with Part D benefits
in response to COVID-19?
CVS Pharmacy has waived most home-delivery fees for prescriptions purchased from them. Charges for
standard 1- to 2-day delivery fees are waived until further notice. Same-day delivery cost is $7.99.
190. Can Medicare Advantage members request early refills on their prescriptions? (Updated, 2/9)
Yes, all Medicare members with prescription drug coverage (MAPD and PDP) may request early refills on
maintenance medications, if needed. We are continuing to allow Medicare members, with pharmacy
benefits administered through CVS Caremark, early refills following Centers for Medicare & Medicaid
Services requirements through the end of the Public Health Emergency.
• If the drug is on a non-specialty tier, we’re waiving early refill limits up to a 90-day supply.
• If the drug is on a specialty tier, we’re waiving early refill limits for a 30-day supply.
• All prescriptions must comply with state dispensing requirements and have enough refills to be
filled. To get an early refill, the pharmacy will need to do an override (they should follow
standard message codes to complete this action). They can always call the pharmacy help desk
for assistance.
191. Should Medicare Advantage members call their plan to request an early refill?
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No, members can contact their pharmacy directly for assistance.
192. Can Medicare Advantage members with Part D benefits use out-of-network pharmacies?
Yes, however, members will have to pay for their prescription and submit a claim form to get
reimbursed. Therefore, we strongly recommend that members use network pharmacies. Members with
specific network issues should call the phone number on their ID card.
193. Should Medicare Advantage members be worried about a risk of shortages in their
medications?
We are closely monitoring drug supply and currently do not see any disruptions to the supply chain as a
result of COVID-19 that would affect our ability to fill prescriptions. As always, we encourage you to fill
your prescriptions in a timely manner.
COVID-19 Testing & Treatment
194. Will Medicare Advantage members have to pay for COVID-19 testing?
If a doctor requests testing related to COVID-19 for a Medicare member, the test will be fully covered,
with no copay or cost share.
195. Will Medicare Advantage members have to pay for COVID-19 treatment? (Updated 3/23)
Aetna will cover treatment of COVID-19 for our Medicare Advantage members. Please note that copays,
deductibles and coinsurance will apply according to the member’s benefit plan.
The Resources For Living® program
196. How do plan sponsors get a Resources For Living toolkit?
The toolkit is an online resource with helpful info about the coronavirus and tips for staying healthy. It
also includes a recorded webinar to help members cope with coronavirus fears. Just visit
http://www.promoinfotools.com/Communications/ecard/Svcs/Wellness/CoronavirusFearsRFL.html to
access the toolkit.
197. Is there a Medicare version of the Resources For Living toolkit for plan sponsors?
No. There isn’t a separate Medicare version.
Aetna SilverScript Individual Medicare Prescription Drug Plan (PDP)
198. How do I get my medications if I am in self-isolation or quarantined?
We recommend using mail-order – it’s available for most maintenance medications (medication you
take regularly for things like high blood pressure). There’s no delivery fee, and you can have up to a 90-
day supply delivered directly to your home.
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To get started with mail-order, you can either call the phone number on your ID card or visit
Silverscript.com.
In addition to mail-order, most home delivery fees have been waived for prescriptions purchased from a
CVS retail pharmacy. Charges for standard 1- to 2-day delivery fees are waived until further notice.
Same-day delivery cost is $7.99.
199. Can I receive an early refill on maintenance medications? (Updated, 2/9)
Yes, you may request early refills on maintenance medications. We are continuing to allow Medicare
members, with pharmacy benefits administered through CVS Caremark, early refills following Centers
for Medicare & Medicaid Services requirements through the end of the Public Health Emergency.
• If the drug is on a non-specialty tier, we’re waiving early refill limits up to a 90-day supply.
• If the drug is on a specialty tier, we’re waiving early refill limits for a 30-day supply.
• All prescriptions must comply with state dispensing requirements and have enough refills to be
filled. To get an early refill, the pharmacy will need to do an override (they should follow
standard message codes to complete this action). They can always call the pharmacy help desk
for assistance.
200. Should I call my plan to request an early refill?
No, please contact your pharmacy directly for assistance.
201. Can I use out-of-network pharmacies?
Yes, however, you’ll have to pay for the prescription at the point of sale and submit a claim form to get
reimbursed. We therefore strongly recommend that you use network pharmacies whenever possible for
the best member experience and ease of payment process. Call the phone number on your ID card if
you need help.
202. What should I do if local pharmacies start closing?
Public health and safety are important so most pharmacies will remain open. If your pharmacy closes
unexpectedly, please call your prescribing doctor and let them know the prescription needs to be sent to
a different pharmacy.
You also have the option to use mail-order. It’s available for most maintenance medications (medication
you take regularly for things like high blood pressure). There’s no delivery fee, and you can have up to a
90-day supply delivered directly to your home. To get started with mail-order, you can either call the
phone number on your ID card or visit www.Silverscript.com.
203. What if my doctor’s office closes and is unable to assist with things like getting a prescription,
finding a new drug or completing a prior authorization?
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Many doctors are offering telehealth services. Telehealth allows providers to assist patients virtually or
over the phone. If your doctor doesn’t offer telehealth, try calling the local hospital to see if telehealth is
available. 23
Aetna Better Health Medicaid
204. Will Aetna Better Health ® cover the cost of COVID-19 treatment for Medicaid members?
(Updated 4/6)
Aetna Better Health will cover the treatment of COVID-19 or health complications associated with
COVID-19. Aetna Better Health members with questions about these specific benefits are encouraged to
call the member services phone number on the back of their ID cards. This benefit does not apply to
Aetna Better Heath of New York since medical benefits are not covered. Please call your medical
benefits administrator for your testing coverage details.
205. What is CVS Pharmacy® doing to help our Aetna Better Health Medicaid members with
pharmacy benefits in response to COVID-19? (Updated 4/6)
Aetna Better Health is offering 90-day maintenance medication prescriptions and waiving early refill
limits on 30-day prescription maintenance medications for all members with pharmacy benefits
administered through CVS Caremark (with limited exceptions as required by state Medicaid agencies).
Aetna Medicaid members are encouraged to take advantage of plan benefits for 90-day maintenance
medication prescriptions. With the Centers for Disease Control and Prevention (CDC) encouraging
individuals at higher risk for COVID-19 complications to stay at home as much as possible, this is a
convenient option to avoid visiting the pharmacy for refills or new prescriptions.
Aetna Better Health Medicaid members with questions about specific pharmacy benefits are
encouraged to call the member services phone number on the back of their ID cards. These benefits do
not apply to Aetna Better Heath of New York or Aetna Better Health of West Virginia as pharmacy
benefits are not available under these plans. Please call your pharmacy benefits administrator for your
coverage details.
206. What else is CVS Health doing to support Aetna Better Health Medicaid members?
Through existing care management programs, Aetna Better Health has been proactively reaching out to
Medicaid members most at-risk for COVID-19. Care managers will walk members through what they can
do to protect themselves, where to get information on the virus, and where to go to get tested. If you
would like to speak with a case manager, call the member services phone number on the back of your ID
card.
23Disclaimer: Regulations regarding telehealth services and care package a vailability for Aetna Medicaid members vary by state
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Additional Resources
207. What RFL resources are available to the public?
RFL has also developed several articles, webinars and other materials to help members experiencing
stress and anxiety related to COVID-19. These resources are now available publicly here.
208. Where can I get more information about COVID-19?
You can find more information on COVID-19 at these links:
• https://www.cdc.gov/coronavirus/2019-ncov/index.html
• https://www.who.int/emergencies/diseases/novel-coronavirus-2019
• https://www.cdc.gov/coronavirus/2019-ncov/about/steps-when-sick.html
Cleaning Guidance
209. What is CVS doing to ensure its locations employ cleaning best practices to minimize exposure
risk?
CVS follows CDC general cleaning guidance, which includes frequently cleaning all commonly touched
surfaces, using disposable wipes to disinfect these surfaces, and using Personal Protective Equipment
while cleaning, including wearing nitrile gloves and safety goggles/glasses when using bleach/water
solutions. This applies to all locations, including our stores.
210. What cleaning practices does CVS undertake when there is a confirmed case or an exposure
situation?
A deep cleaning will be performed, which consists of wiping down all horizontal and high contact touch
points using Shockwave disinfectant cleaner and Steramist spray.
Internal FAQs
Updated Face Mask Guidance (Updated 8/6)
1. What does fully vaccinated mean?
Individuals are considered fully vaccinated when it has been at least two weeks since you have received
the second of two doses of the Pfizer/BioNTech or Moderna vaccine or the single dose of the Johnson &
Johnson (Janssen) vaccine.
2. Who is eligible to work without a face covering?
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As of July 30, 2021, CVS Health has updated its guidance requiring all colleagues in all locations,
regardless of vaccination status, to wear either a face mask or cloth face covering while working.
3. If I’m fully vaccinated, why do I need to wear a mask while providing patient-facing care?
Our main priority is the health and safety of our colleagues and our patients. Health care workers should
continue to follow standard and transmission-based precautions.
We will continue to monitor the situation and the evolving guidance from the CDC and will keep you
posted if we need to amend the policy.
4. Are contractors required to wear face masks?
Yes, all colleagues in all settings must wear a face mask or cloth face covering while working, regardless
of vaccination status.
5. What guidance has changed for customers and vendors?
Customers and vendors are strongly encouraged to wear a face covering while in a CVS Health store or
office location.
Customers and vendors in Target or Schnucks will continue to follow their policies.
6. I know some patients will simply refuse to wear a mask during a visit. How should I handle this?
Patients receiving any kind of clinical care (MinuteClinic or Optical visits, testing, vaccination) are
strongly encouraged to wear a face covering, regardless of individual vaccination status.
However, if they ultimately refuse to do so we ask that you continue with providing service and follow
all standard protocols. In order to keep you safe, we continue to provide appropriate PPE for your use
during patient encounters as well as cleaning supplies to disinfect between patient visits.
Human Resources & Workplace Adjustments
This information applies only to domestically based colleagues. The information contained in this FAQ is
subject to change at the discretion of CVS Health at any time, for any reason and without advance
notice.
Attendance & Pay During Illness
1. What should I do if I am experiencing COVID-19 symptoms? (Updated 9/14)
• Contact your health care provider to seek care and consult if testing is appropriate
• Follow your usual call out procedures and notify your leader
• Remain at home and do not return to work until you are symptom free and fever free for at
least 24 hours
2. What should I do if I test positive, or have a presumptive diagnosis with a note from a doctor, for
COVID-19?
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If you test positive for COVID-19, or have a presumptive diagnosis with a note from a doctor, you must
notify the HR Coronavirus Call Center at 1-866-298-5206 or by email
at [email protected] immediately, or as soon as practical, and you will be placed into self-
quarantine consistent with CDC guidelines.
3. If I am out sick due to COVID-19, how will my absences be counted?
If you are experiencing COVID-19 symptoms, your absences will not be counted as occurrences.
4. How will I be paid if I am out of the office due to COVID-19?
Depending on the length of absence, you will use myTime or short-term disability benefits (STD). If you
do not have myTime available, or short-term disability benefits are not provided for your absence, the
leave will be unpaid unless otherwise required by law.
Refer to the CVS Health COVID-19 Paid Leave Policy for more information.
5. How is CVS Health supporting part-time colleagues who may become sick?
Earlier this year, as part of our efforts to support colleagues during the COVID-19 pandemic, CVS Health
established a temporary benefit that provided part-time colleagues not already having paid sick time as
required by state, city or local regulation with up to 24 hours of paid sick time.
As our policies to support our colleagues through the pandemic have evolved since its implementation,
at the end of September the company will discontinue this benefit (except where required by state, city
or local regulation).
The company will continue to offer benefits to support colleagues and ensure their health and well-
being, including:
• A 14-day paid leave should a colleague need to be quarantined for exposure to or have tested
positive for COVID-19.
• Revised quarantine protocols that continue to keep pace with evolving CDC guidelines.
• Work schedule flexibility whenever possible to help ensure colleagues can work when they are
healthy and accommodate them when they are sick and unable to work.
• Medical and family leaves of absence are available to eligible colleagues for a variety of
reasons, including COVID-19.
• Reasonable accommodations are available for disabled colleagues who may need a reasonable
accommodation in order to perform their jobs.
• Safety measures such as enhanced cleaning protocols, daily wellness self-checks, personal
protective equipment (PPE) and temperature screenings for colleagues who must come in to
work at a CVS Health location.
• No-cost flu shots – colleagues are strongly encouraged to get a no-cost flu shot at a
MinuteClinic or CVS Pharmacy (including inside Target and Schnuck’s stores.) A limited number
of onsite flu shot clinics may be held at distribution centers or other locations where colleagues
may still be working.
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o Colleagues can schedule appointments using MinuteClinic.com, at a local CVS Pharmacy

or via text FLU to 287-898, using the CVS app, or visiting CVS.com. Walk-ins are welcome
at CVS Pharmacy throughout the season; colleagues should check whether walk-ins are
welcome at MinuteClinic. Colleagues should bring their medical and prescription
insurance card to their appointment, if applicable. Colleagues who are uninsured or on a
plan that does not cover the flu shot should bring a paystub and photo ID.
6. Where can I obtain more information if I have questions?
If you have any questions about this policy, please contact the HR Coronavirus Call Center at 866-298-
5206 or [email protected].
7. When should I file a leave of absence if I am experiencing COVID-19 symptoms?
A request for time off to care for a family member with COVID-19, or to take care of your own serious
health condition, will be treated like any other leave under company policy, consistent with the FMLA
and state counterparts, and sick leave laws.
To determine if you may be eligible for a leave of absence, you may contact the following:
• CVS Colleagues: MyHR at 1-888-694-7287 follow the voice prompts to the Leave of
Absence Department or by visiting myHR.cvs.com and selecting myLeave;
• Aetna Colleagues: Aetna HR 1-800-238-6247 Option 3 for Short Term Disability and
Family and Medical Leave Act (FMLA)
You should file a leave of absence as soon as practicable.
8. When can I return to work if I have experienced COVID-19 symptoms?
Follow the guidance of your medical provider. In general, the CDC recommends you do not return to
work until you are symptom free and fever free for 24 hours. If you have taken an approved leave of
absence, you will be required to submit a fitness for duty release prior to returning to work.
9. May I take time away from work to care for a family member with COVID-19?
Time off to care for a family member with COVID-19 should be treated like any other leave for caring for
a family member under company policy, consistent with the FMLA and state counterparts, and sick leave
laws.
10. May I use sick days, medical leave, or other paid time off for COVID-19?
Generally, yes. FMLA leave and other state protected leaves of absence may be used to care for a
spouse, child, or parent with a “serious health condition” or to take care of your own serious health
condition, as certified by a health care provider, assuming you otherwise qualify for the leave. Paid sick
leave laws generally provide that you may take paid sick leave to care for your illness, injury, or health
condition, or to care for a family member who needs care, treatment or medical diagnosis of an illness,
injury, or health condition.
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11. Will I be subject to any adverse actions for taking a qualified leave of absence to care for myself or
a family member who experiences COVID-19 symptoms?
Under no circumstances will any retaliation or disciplinary action be taken against you for taking a
qualified leave of absence for this purpose. You are expected to follow proper notice requirements,
follow the usual and customary call out procedures for the department, and comply with applicable
leave policies. Non-compliance in these areas could be subject to corrective action.
12. May I take time away to care for my child if schools close during the school year?
We recognize that school closures during the school year impact working parents who may have to
juggle their childcare responsibilities with their work commitments. In the spring, s everal states and
cities implemented local paid sick and safe leave laws that provided parents with paid time off for
reasons related to their health or that of their family members.
• In addition, some of these states and cities allowed paid sick leave to be used for time off
needed due to the closure of your workplace or your child’s school or daycare due to the COVID-
19 pandemic. Please call the HR Coronavirus Call Center (866-298-5206) if you have questions.
Please note that this list could change at any point in time as states and cities continue to
respond to this public health emergency by providing additional benefits to their residents.
• In addition, if you are eligible for myTime, you can use available time to cover these types of
absences as well.
Finally, please remember to always follow any applicable department call-out procedures when taking
time due to school or childcare closure.
13. If I am a unionized colleague, am I subject to and held to the same guidance?
In unionized workplaces, there may exist collective bargaining obligations and/or obligations to pay
colleagues as set forth in existing collective bargaining agreements.
14. Who do I contact if I have additional questions?
Please contact your manager or HR business partner if you have additional questions.
• CVS Colleagues: MyHR at 1-888-694-7287
• Aetna Colleagues: Aetna HR 1-800-238-6247
Special Year End Bonus
15. What is the intent of this special bonus?
In recognition of the crucial role all our colleagues have played in this challenging year, the company is
committed to ensuring that colleagues who were hired as of 10/31/2020, and who are in good
performance standing, receive a bonus equating to at least $250 for the 2020 calendar year. Some
colleagues may meet this bonus value threshold through their existing incentive plan.
16. Which eligible colleagues will receive this special bonus?
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The majority of recipients will be colleagues who are not incentive eligible, or are eligible for the OPI,
EPA, or Pride/Vanguard program. Any remaining special bonus recipients would generally be colleagues
in good performance standing who are on a formal incentive plan with a payout of less than $250 in
2020 (i.e. MIP).
17. Are there any colleagues that will not receive this bonus?
There will be colleagues whose contributions will be appropriately recognized through their formal
incentive plan (i.e. MIP, Sales, Retail store/field, other BU bonus plans under which their bonuses would
exceed the $250 bonus value threshold and who therefore will not receive additional funds. The retail
incentive plan process will include a special review this year to mitigate some of the negative impact of
unforeseen events beyond management's control (i.e., COVID-19).
In the unlikely event that the $250 bonus value threshold is not met through current formal incentive
plans, the impacted colleagues would be included.
18. How many CVS Health colleagues will receive this special bonus?
We anticipate that nearly 200k colleagues across the enterprise will receive additional funds, to ensure a
2020 minimum bonus payment of at least $250 to those in good performance standing.
19. When will this special bonus be paid to colleagues?
Most recipients (i.e. colleagues not on an incentive plan as well as those considered for OPI, EPA,
Pride/Vanguard) will receive a $250 bonus by January 28, 2021. The remaining population, including
those generally on a formal incentive plan (i.e. MIP, Aetna Ops) will receive a payment, if any, on March
15, 2021, once CVS Health has been able to validate if they have already met the $250 bonus value
threshold though their existing incentive plan.
20. Are unionized colleagues eligible for the bonus?
Yes, CVS Health will offer the special bonus to both eligible non-union and unionized colleagues.
21. What are the cut-off dates to be eligible for the bonus?
Eligible colleagues must have a hire date of no later than October 31, 2020 and must be actively
employed and in good performance standing at the time the bonus is paid out.
22. Does a colleague’s work hours or location impact eligibility for this special bonus?
No, work hours do not impact eligibility; both full- and part-time colleagues are eligible. Similarly, work
location does not affect eligibility.
23. Will the bonus be paid with a live check or through direct deposit?
A colleague’s bonus will be distributed in the same manner as their typical paycheck.
24. Will the special bonus check be on a separate paycheck or on a regularly scheduled paycheck?
The special bonus will be paid as a separate check.
25. Is this bonus considered discretionary or non-discretionary?
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The special bonus is being treated as “non-discretionary”, which means that colleagues who worked
overtime hours during the period of the award will receive an upward adjustment of overtime pay.
26. What if an eligible employee is termed and/or rehired before the special bonus is paid out ?
An eligible colleague whose employment terminates before the bonus payout date will not receive the
special bonus. A colleague whose rehire date is October 31, 2020 or earlier will be eligible if they are in
good performance standing and actively employed at the time the bonus is paid out.
27. Are the colleagues that receive the special bonus still eligible for merit or bonus consideration?
Yes, receiving this special bonus does not prevent future merit consideration or bonus potential (if
applicable).
28. When would an eligible colleague who is on a LOA receive the special bonus?
Colleagues who are otherwise eligible and are on LOA will receive their special bonus on the same
timelines outlined for all colleagues.
29. Are temporary or contingent workers who may work on site but are not employed by CVS Health
eligible for the special bonus?
No, the special bonus is only for eligible colleagues who are employed by CVS Health.
30. Will any payroll deductions apply to the special bonus?
Yes, all required deductions, including all applicable federal, state, or local taxes, as well as any
applicable 401(k) deductions or other benefit plan contributions or deductions, will be withheld from
the special bonus.
31. Does this special bonus affect a colleague’s taxes or tax rate?
Many factors can affect a particular colleague’s taxes or tax rate. Tax-related questions should be
directed to the colleague’s personal financial advisor.
32. Are we anticipating more of these special bonuses in 2021?
There are currently no additional special bonuses planned. As always, CVS Health will continue to
monitor developments and circumstances and, if warranted, appropriately bring forward
recommendations for consideration.
33. Where can other questions be directed?
Colleagues should talk with their direct leader first, or if additional discussion is warranted, may call
MYHR at 888-694-7287.
Work from Home
34. What new guidance is available relative to working from home? (Updated, 2/18)
Together with the HR leadership team, we are building a workplace model for the future that will ensure
the safety of our colleagues while being flexible and responsive to your needs. For now, we will extend
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remote working arrangements through the end of June 2021*. This also means that we will continue to
limit corporate travel and conduct corporate meetings using virtual technology. Our Procurement team
will issue updated guidance consistent with this direction in the coming weeks.
35. How long is this effective?
This guideline is in effect until further notice, and the company will evaluate on a weekly basis the need
for this form of “social distancing” until the COVID-19 threat diminishes.
36. How will I hear about changes to these guidelines?
Our goal is to keep you informed as decisions are made, and we will provide you with ample notice of
any changes to these guidelines. We are continuously updating information in the Coronavirus Resource
Center on MyLife and AetNet.
37. What should I do if my role doesn’t allow me to work from home?
If you are not able to work remotely, you should report to your office location or operational facility as
scheduled. Managers of office-based colleagues will remain in the office to support their teams. Where
possible, we will take steps to extend resources that will enable more office-based employees to work
from home. This will take some time to implement and we may not be able to honor all requests, so we
appreciate your patience.
38. Does this policy also apply to part-time colleagues, contractors, consultants, and temps?
Yes, this policy applies to all colleagues, including part-time colleagues, non-exempt colleagues,
contractors, consultants, and temps. Colleagues who work in distribution centers, service centers and
pharmacy production sites will receive further guidance from their leaders and HR Business Partners.
39. What additional steps are we taking for retail colleagues in our stores?
Colleagues who work in stores will receive further guidance from their leaders and HR Business Partners.
40. Who ultimately determines if my role can be performed remotely?
Colleagues and their managers should have discussions to determine and confirm whether the
colleague’s role can be performed remotely. This information applies only to domestically based
colleagues.
41. Can I still travel between offices?
Colleagues who work in a CVS Health office should report to their primary office location rather than
working from other office locations they may have visited in the past. There should be no interoffice
travel until further notice.
42. If I am now working from home, can I use my corporate card to cover expenditures to complete
business activity that was previously handled in the office? (e.g., expenses associated with
member mailings)
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Yes, you may use your corporate card to pay for business-related expenses that would typically be
covered by CVS Health if you were working in the office. Submit the expense in Concur, select
“Miscellaneous” as the expense type, and include “COVID-19” in the comments field with an explanation
of the expense.
Refer to the CVS Health Interim COVID-19 Travel, Meetings and Expense Reimbursement Policy &
Procedures for more information on reimbursable expenses.
43. Are resources available that can help me manage working from home more effectively?
Yes, please refer to this one-pager which includes links to all the resources that are accessible in the
COVID-19 Resource Center that can help you work effectively from home.
44. May colleagues who are regularly working from home, occasionally work in the office?
Given the nationwide surge and the increase in positivity rates as measured through diagnostic testing,
it is imperative that colleagues who are able to work from home do so until further notice. We have
suspended the pilot of the Temporary Workspace program in Woonsocket and Hartford and will not be
expanding it to additional locations at this time. We will reevaluate the feasibility of resuming and
expanding the program in the new year.
Visit the Temporary workspace page (MyLife/AetNet) for more information.
Parental Guidance
45. May colleagues bring children to the workplace as an alternative to daycare or if they are unable
to work from home?
We recognize that the lives of our colleagues and their families have been significantly disrupted by the
novel Coronavirus (COVID-19) pandemic. As we work to reduce the spread of the Coronavirus, your
health, safety, and security remains our top priority. To support that effort, we have eliminated visitor
access to our non-store work locations. All non-colleagues, including the children of colleagues, are
considered visitors and at this time are not allowed into office locations. We recognize that with schools
closed in many communities, working parents may now be juggling their child-care responsibilities with
their work commitments. Please see question below for more information on steps the company has
taken to provide colleagues with dependent-care options.
46. Are there any additional dependent-care programs for colleagues?
Bright Horizons offers Additional Family Supports, which include a free premium membership (valued at
$150) to Sittercity for finding babysitters, nannies, and pet sitters in your area. You are responsible for
securing caregivers through Sittercity as well as making any individual payments for services provided.
You can find this benefit on the Bright Horizons website once you log in with your CVS Health
credentials.
The company is also providing free information, resources, tips, podcasts and webinars for colleagues.
For webinar information, click here.
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Office-Related
47. How should huddle meetings and face-to-face sessions in conference rooms be handled?
We are asking that there be no huddle meetings and face-to-face sessions in conference rooms; instead,
we encourage you to work at your desk and use conference call or WebEx technology to convene group
meetings.
48. Will cafeterias remain open?
In locations with cafeterias, we have closed self-serve stations, only use manned stations for serving and
removed condiment pumps and silverware dispensers. You are encouraged to use pre-packaged items
where available and eat your meals at your desk.
49. Will all office services still be available for those colleagues who come into an office?
Yes, we expect that all office services, including cafeteria, security, mail services, and parking will be
available for colleagues who are unable to work remotely.
50. Are we taking extra steps to clean our offices?
Yes, we have instituted more stringent cleaning protocols in keeping with the recommendations from
the CDC. Cleaning crews are on-site daily to disinfect surfaces in common areas and lavatories. Routine
cleaning consists of disinfecting common areas including but not limited to, elevator buttons, handrails,
doorknobs, common surfaces, countertops, conference rooms, bathrooms, etc. Cleaning is coordinated
through Facility Operations and may be scheduled proactively or to augment an existing cleaning
schedule as needed.
51. If I need to purchase cleaning supplies for the office immediately, can I buy through another
retailer and expense the purchase if the Ariba catalog is out of stock?
Our suppliers, Staples and Grainger, are working hard to keep up with the high demand for cleaning
supplies and are replenishing inventory as soon as it becomes available. If you do need cleaning supplies
immediately for the office and are not able to order through the Ariba catalog, please purchase them
through a local retailer.
When expensing in Concur, select “Miscellaneous” as the expense type, select “Emergency Office
Supplies” for miscellaneous purpose, and include “COVID-19” in the comments field. If you don’t need
cleaning supplies immediately, please wait to order through Ariba and our preferred suppliers.
52. Are on-site vendor/consultant/customer meetings of any size suspended?
We have eliminated visitor access, including customers and clients, to our non-store work locations. Also
please notify the consultants or vendors you work with to convert any face-to-face meetings to a
conference call or WebEx.
53. What should I do if I am planning to interview a job candidate at one of our offices?
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If you have interviews scheduled with job candidates, please work with your Talent Acquisition recruiter
to convert these to telephonic or videoconferencing sessions. This information applies only to
domestically based colleagues.
54. Are on-site well-being facilities and services still being offered?
No. With the exception of MinuteClinic in Woonsocket, Rhode Island, and the CVS Pharmacy in Hartford,
Connecticut, we are temporarily closing and suspending the following on-site services, where available:
• Fitness Centers (removing badge access as of Friday, March 13 at 3:00 p.m. EST)
• Acute care clinics
• Massage therapy services
• Quest bloodwork clinics
• Physical therapy clinics
• Lifestyle & condition coaching (telephonic support available)
You can access licensed doctors from anywhere through Teladoc®, a convenient and affordable option
for a variety of medical services. Visit Teladoc.com/Aetna or call 1-855-Teladoc (835-2362).
If the fitness center is closed for an extended period, we’ll suspend the membership fees equal to the
time the fitness center was closed.
When the office restrictions are lifted, the well-being facilities and services will re-open, and we’ll inform
you at that time.
Cleaning Guidance
55. What is CVS doing to ensure its locations enact cleaning best practices to minimize exposure risk?
In order to ensure our locations are safe and sanitized to minimize exposure risk, CVS Health is following
CDC general cleaning guidance, which includes frequently cleaning all commonly touched surfaces, using
disposable wipes to disinfect these surfaces, and using Personal Protective Equipment while cleaning.
This applies to all locations, including our stores. In the event of a confirmed COVID -19 exposure
situation, the recommended cleaning is performed.
What cleaning practices does CVS undertake when there is a confirmed case or an exposure situation?
If there is a confirmed case or an exposure situation, a deep cleaning may be needed, which consists of
wiping down all horizontal and high contact touch points using Shockwave disinfectant cleaner and
Steramist spray. Deep cleaning is coordinated by CVS Health using approved external vendors.
Technology Resources
56. Collaborate virtually
Leverage powerful WebEx virtual collaboration technology to present and share materials online and
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meet face-to-face using video. It works for anyone with an internet connection. It is easy to get started
and simple to use. Learn more by visiting the WebEx Resource Center.
Contact IT Support if you have client meetings or other situations that require additional capabilities. We
will also provide updates through the resource centers.
57. Prepare to work remotely
You should test VPN ahead of time from the office and ensure that key applications are working. IT
Support can help if you need to reset credentials or enable applications.
To minimize the risk of congestion, please use the VPN only as needed. If you don’t need to be on the
network to do your work, we recommend that you log off and reconnect when needed.
Please note:
• Requests for additional equipment will be prioritized based on criticality by business leaders
working with the Business Continuity team.
• Technology equipment will be shipped to a CVS Health office location, where you can collect it
and validate that it is working as expected before taking it home.
• If you want to take technology equipment from the office to your home, please first request
approval from your department leader, who will need to report and track this.
58. Maintain a secure work environment
You are expected to adhere to the same information security practices as if you were working in the
office. All corporate information systems are monitored.
• Do’s
o Be vigilant for increased phishing attempts – do not click untrusted links in emails.
o Use only known wireless networks.
• Don’ts
o Disable or bypass security controls on your device.
o Use personal email or non-CVS cloud/storage services for CVS work.
If you have any questions, please contact [email protected].
59. Get help
If you need help, please contact IT Support:
• 888-905-9500 for Aetna colleagues

• 855-280-4872 for all other colleagues
CVS Health leverages industry leading technology providers. We are working closely with them to
provide the best possible service. They are also handling increased demand across many companies
taking similar measures. This means that popular services like WebEx could experience some
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fluctuations.
Similarly, your local Internet Service Providers (ISPs) may also experience congestion in your service
area. You can use this tool to check your home internet connection performance, or ISP’s online
resource center.
60. Effectively using technology to limit the spread of COVID-19
To take full advantage of our technology solutions:
• Use WebEx to meet face-to-face and collaborate. You simply need an internet connection.
Watch these videos to get started.
• Access systems from home through CVS Health’s VPN (virtual private network). Use it only as
needed, to avoid potential congestion.
• Inform your department leader if you need additional technology or to take your existing
technology home – they need to provide this information proactively.
• Increased demand means that requests must be prioritized and some services, including your
local internet service, may get congested periodically.
• Be safe – adhere to the same information security practices as you do in the office.
• Get help – Use our quick-start guides and your IT Support team as needed.
We have added useful links to our collaboration tools to the Coronavirus Resource Center on MyLife and
AetNet. These tools are summarized below.
Taxes
61. How are my state and local payroll taxes affected if I live in a different state or local jurisdiction
than my office location and have been working from home?
State and local payroll taxes will not be affected or changed due to the current, temporary work-from-
home arrangement.
Various state and regulatory bodies have acknowledged that time working from home as the result of
the pandemic is not to be considered an alternate work location. A colleague’s work location will
continue to be the facility that was assigned prior to being transitioned to work-from-home for personal
safety reasons.
This means that colleagues will continue to be taxed based on their assigned work location and state
regardless of where they reside.
62. I am a legacy CVS colleague that traveled periodically for my job. Now that my travel has changed,
is there a way for me to adjust my state tax distribution percentages?
Legacy CVS colleagues who want to modify their pre-defined 2020 state tax withholding percentages for
the multiple jurisdictions they work and/or reside should contact their financial or tax advisor to review
their personal situation to determine if any changes are needed.
If modifications to personal tax allocation elections are needed, colleagues can adjust their state tax
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distribution percentages in MyHR.
63. I am a legacy Aetna colleague that would like to change my withholding elections. Is there
anything unique about making these changes due to COVID-19?
Legacy Aetna colleagues who want to adjust their state or local withholding allowances should contact
their financial or tax advisor to review your personal situation to determine if any changes are needed.
If modifications to state or local elections are needed, you should go into UltiPro and make the
necessary updates.
Contact Information
64. Who should I contact with questions about the coronavirus (COVID-19) related HR, operational
and other issues?
• Contact the HR Coronavirus Call Center at 866-298-5206 or [email protected]:

o For HR-related questions about COVID-19, such as information about Leave of
Absence, Work from Home, and other HR policies
o To self-report your COVID-19 diagnosis and request assistance
• Contact the CVS Health Operations Center/COVID-19 Command Center with inquiries of an
emergency or operational nature at 401-772-7540 or [email protected]:
o To report a potential or confirmed COVID-19 exposure in a CVS Health facility
o To understand appropriate cleaning requirements based on potential or confirmed
exposure
o To understand additional response actions that may be needed
o To understand business-related, COVID-19 related standard operating procedures
• Visit the Coronavirus Resources Center on AetNet or MyLife:
o For the latest COVID-19-related FAQs, information and resources
65. Who should I contact if I have additional coronavirus-related questions?
Please contact your manager or HR Business Partner if you have additional questions.
66. How can colleagues receive emergency alerts and other important information during the COVID-
19 pandemic? (New, 3/2)
The safety and well-being of our colleagues is of utmost importance, and CVS Health wants to ensure
that all colleagues can be contacted during the COVID-19 pandemic via CVS Health's emergency
notification system – CVSAlert.
• Colleagues should review and/or update their contact information in myHR to receive
emergency updates and information. Your information is kept confidential and secure and will
only be used to reach you in the event of an emergency.
• Aetna-facing contingent workers can update contact information in UltiPro. If you have any
problems updating your phone number, please contact the Aetna HR Contact Center at 1-800-
AETNA-HR (1-800-238-6247).
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• CVS Health contingent workers should share their contact information with their manager,
and/or ensure the information is updated with the staffing company that employs them.
Please verify your contact information by:
• Logging into myHR

• Opening ‘HR Self Service’
• Selecting ‘Personal Details from ‘myProfile’ and updating any details that are incorrect or out of
date
For more detailed instructions, review this step-by-step guide on updating your information
[MyLife/AetNet]. For more information about CVSAlert, please contact [email protected] or 1-
401-770-2162.
Travel Guidance
67. I am a legacy Aetna colleague that used to record travel in the TRIP tool. Can I use this tool to
record my home office location as my alternate work location?
The TRIP Tool will not be used for adjusting wage allocations, this tool is to be used for business travel
only.
Personal Travel
68. As the COVID-19 pandemic continues to evolve, we have updated our guidance in alignment with
CDC and state guidelines.
This guidance will remain in effect until further notice and will be reassessed as we continue to monitor
the outbreak of COVID-19:
• Any government mandated quarantine requirements must be followed in accordance with

conditions outlined by the specific order where travel is being conducted or concluded. Contact
the HR Coronavirus Call Center at 866-298-5206 if you have questions on state quarantine
mandates.;
• Review the COVID-19 Quarantine protocols (AetNet and MyLife) for more information on when
colleagues may need to quarantine as a result of exposure.
• The CDC recommends that all travelers avoid non-essential travel and wearing cloth face
coverings in public settings.
• The health and safety of our colleagues is paramount. Therefore, CVS Health recommends that
colleagues consider avoiding personal travel to areas with ongoing community transmission.
69. What should I do if I have recently returned from any international country?
• When returning from international travel, colleagues must check their home state
quarantine requirements.
• Colleagues must adhere to any state mandated quarantine requirements in accordance with
conditions outlined by the specific order or similar documents.
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Domestic Business Travel and Meetings
• All domestic travel between non-store work locations has been suspended.
• All non-essential domestic business travel is suspended at least through the end of June 2021.
For essential domestic travel, VP approval is required.
o Examples of non-essential business travel might include internal meetings, vendor site
visits and trade shows and conferences not hosted by CVS Health. Examples of essential
business travel might include client visits, retail store visits, etc.
• For the health and safety of our colleagues and customers, meetings, regardless of size, should
be conducted virtually at least through the end of June 2021.
o If the meeting (internal or external) is business-critical and can only be conducted in
person, no more than 10 people can be in attendance.
o When meeting, all health and safety protocols, including physical distancing, must be
followed.
o If you are organizing an in-person meeting, follow guidelines from local health
authorities, which may change rapidly.
• All meetings requiring travel, regardless of size and including industry conferences, large
meetings at our facilities, and corporate-sponsored off-site meetings and events, are suspended
at least through Q2 2021.
• CVS Health encourages colleagues to Travel with Purpose (review AetNet / MyLife guidance),
leverage digital collaboration tools, and follow everyday prevention practices.
70. Are there continued restrictions related to business travel, meetings, and events during the
pandemic? (New 3/2)
Yes, as CVS Health has asked our office-based colleagues to work remotely at least through the end of
June 2021, the following guidance also has been extended:
• All domestic and international non-essential business travel and travel-related expenditures
remain suspended through June 30 or until further notice.
• All in-person, off-site meetings, events or trainings (internal or external), of any size, and any
related expenditures are suspended through at least the end of June. Please continue to use virtual
technology for meetings, events and trainings. This includes events with brokers, employers and/or
other constituents, as well as internal events with colleagues.
• In-person events already scheduled in the first half of 2021 should be canceled or pushed to 2022.
Our ability to schedule events later in the year will depend on the pandemic. If you need to secure
an event in the second half of the year, first ensure you can cancel it and receive a full refund or
reschedule it to 2022.
• Attendance at industry conferences and events is suspended through June 30 and will not be
reimbursed except where required by law or regulations.
• Employee engagement events should be conducted virtually. Please continue to use Values in
Action to recognize colleagues. As a reminder, the company will not reimburse food, beverages,
gifts/gift cards, giveaways, other promotional items, or the cost of shipping items intended to
enhance meeting engagement.
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SVP/EVP approval is required for any exceptions to these guidelines, including sales/finalist and
customer-facing meetings or events as well as any management consultant engagements in support of
the business.
For more information, please review our CVS Health Interim COVID-19 Travel, Meetings and Expense
Reimbursement Policy & Procedures.
International Business Travel
• All non-essential international business travel is suspended at least through Q2 2021. For
essential international travel, VP approval is required.
Cancelling Meetings and Travel
71. How do I cancel travel plans I’ve made for an upcoming business trip?
Contact Egencia online or by phone at 800-544-2951 to cancel your airline, car, hotel or other travel
reservations. Please review this job on MyLife and AetNet job aid for details on how to cancel travel in
Egencia.
If you are registered to attend a large internal meeting planned through Cvent, your event lead will
cancel your hotel reservation. Please contact Egencia to cancel other travel arrangements.
72. How do I cancel an offsite business meeting or event I have planned?
If you are a meeting host, your event lead will contact you with further details on cancelling the venue
and any related arrangements.
73. How do I submit cancellation fees for reimbursement?
Most hotels carry a minimum of 24-hour notice to cancel with no penalty. However, you should review
each hotel’s cancellation policy at time of cancellation. If you are charged a cancellation fee, obtain a
receipt from the hotel and submit the charge for reimbursement via Concur. You should not be charged
a cancellation fee when cancelling your car rental.
74. Will the airline reimburse my airfare for a cancelled business trip?
Most airfare is non-refundable. However, when you cancel your flight before you depart, a credit will be
added to your Egencia profile for future use. Most airlines allow credits to be used for up to one year
from the original date of ticket. Cancelled flights should be expensed through Concur since the charge
would have been already posted to your corporate card.
Business-Related Visitors
• Visitor access has been eliminated, including customers and clients, to non-store work locations.
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Protecting Yourself
75. What is COVID-19?
COVID-19 is an infectious disease caused by a novel respiratory coronavirus. COVID-19 poses a serious
public health risk and is highly contagious. For more information about the virus, please visit the CDC
and/or WHO websites dedicated to this issue. Visit the CDC Traveler’s Health website for travel notices
and precautions.
76. How can you protect yourself or others from COVID-19? (Updated 5/26)
• For guidance on the best ways to protect yourself from COVID-19, including masking, social
distancing, and handwashing guidelines, please visit the CDC website. For information about
proper hand washing, also see the CDC’s Clean Hands Save Lives website. For information about
disinfecting your work station, equipment, or home, visit the CDC's Clean and Disinfect website.
• Colleagues who are showing signs of upper or lower respiratory infection or fever should stay
home and contact their primary care provider either by phone or through a virtual visit. If you
suspect you may have contracted COVID-19, call your primary care provider first. You also can
conduct a video visit with MinuteClinic or use the Teladoc® service.
• For colleagues using Teladoc®, doctors are available 24/7 to evaluate and treat symptoms,
evaluate the risk of infection, and triage next steps. You may reach Teladoc® at 1-855-TELADOC
(1-855-835-2362) or at www.Teladoc.com/aetna. CVS Health also offers MinuteClinic Video
Visits in 40 states and Washington, D.C.
• CVS Health also offers MinuteClinic Video Visits in 43 states and Washington, D.C. MinuteClinic
Video Visits are covered by most Aetna Commercial plans.
• For colleagues with Aetna benefits: Through February 28, 2021, Aetna is extending all member
cost-sharing and co-pay waivers for inpatient admissions for treatment of COVID-19 or health
complications associated with COVID-19. 24 All member cost-sharing waivers for covered in-
network telemedicine visits for outpatient behavioral and mental health counseling services for
Commercial insured plans are active until January 31, 2021. 25
• If you share a workstation or equipment with others, please wipe it down with disinfectant
wipes after use. Surfaces in any area occupied by an individual who has been diagnosed with
COVID-19 should be washed with 70 percent ethyl alcohol or chlorine solution.
77. Is there a treatment for COVID-19?
In addition to taking pain and fever medications to manage the symptoms of COVID-19, the FDA issued
an emergency use authorization (EUA) on May 1, 2020, for a broad antiviral drug called remdesivir. In
early trials, remdesivir has been shown to speed recovery from the virus, although testing is still
ongoing. The drug is administered intravenously.
78. How is this coronavirus diagnosed?

25 Or as specified by state or federal regulation. Disclaimer: Regulations regarding telehealth services and care package
availability for Aetna Medicaid members vary by state and, in some cases, are changing in light of the current situation. Aetna
Medicaid members with questions about their benefits are encouraged to call the member services phone number on the back
of their ID cards.
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Your health care provider may order laboratory tests on respiratory specimens and serum (part of your
blood) to detect human coronaviruses. If you are experiencing symptoms, you should tell your health
care provider about any recent travel.
79. What should I do if I am or become sick?
If you are sick with symptoms such as a fever, cough, shortness of breath, sneezing, blocked or runny
nose, or sore throat, please stay at home and notify your manager and follow your usual call-out
procedures. During your absence from work, you will use MyTime or short-term disability benefits (STD).
You should also reach out to your health care provider to explore whether you should be tested for
COVID-19.
For more information about HR-related COVID-19 questions or to self-report your COVID-19 diagnosis
and request assistance, contact the HR Coronavirus Call Center at 866-298-5206 or
[email protected].
COVID-19 Quarantine Protocol
As we continue to deal with the impacts of COVID-19, we recognize that colleagues may become
exposed to the virus, and we have implemented measures to limit the likelihood of transmission,
including requiring all colleagues to wear masks in our work locations and to follow our protocols
around cleaning, hygiene and physical distancing. In alignment with CDC, our protocols also provide
guidance on when colleagues may need to quarantine as a result of exposure. These policies are
routinely reviewed and updated based on new and revised guidance. For more information about our
quarantine protocols in different work environments, please check our Resource Centers on AetNet and
MyLife or contact the Covid-19 Command Center at 401-772-7540 or
[email protected].
The information contained in this FAQ is subject to change at the discretion of CVS at any time, for any
reason and without advanced notice.
67 | P a g e
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Coronavirus Frequently Asked Questions

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Coronavirus Frequently Asked Questions

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Updated: 9/8/2021 10:00 AM EST

What You Need to Know About the Coronavirus (COVID-19)

Aetna Medicare .....................................................................................................................45

Aetna SilverScript Individual Medicare Prescription Drug Plan (PDP)...........................................46

Technology Resources ...........................................................................................................59

Testing for COVID-19

COVID-19 Drive-Thru Testing at CVS Pharmacy Locations

2. Where are the stores located in these states?

3. Why are you expanding further? (Updated 9/8)

10. Is walk-up testing allowed?

• Appointments are made by phone, so lack of internet access is not a barrier.

11. Will people have to swab themselves?

• Appointments are made by phone, so lack of internet access is not a barrier.

Point of Care Testing

21. What is rapid-result testing?

23. What is the benefit of rapid-result testing?

24. Where does the rapid-result testing take place?

25. How does the testing work?

26. Do patients have to register in advance for an appointment? (Updated 4/9)

27. How are the rapid results delivered?

28. Is there an out of pocket cost for the rapid-result testing?

29. What happens if a patient is negative for COVID-19?

38. Does health insurance cover the test? (New 4/6)

New York Forward Rapid Testing program

48. What is CVS Pharmacy’s role in this program? (Updated, 2/18)

53. Is there a cost for this test? (Updated, 2/18)

55. Who should be tested for COVID-19?

If your symptoms change, contact your doctor again.

57. Is a physician’s order required for coverage of a COVID-19 test?

58. Can a pharmacist order a COVID-19 test?

CPT codes for COVID-19 are available on Aetna’s website.

60. Is testing done at independent pharmacies covered?

66. What’s Aetna’s position relative to reimbursement for home-administered tests?

Aetna covered FDA authorized home-administered tests.

70. Do Aetna plans include COVID-19 testing frequency limits?

CVS Health Actions & Announcements

• Waiving charges for CVS Pharmacy home delivery of medications.

Medications and Supply Chain

78. Is CVS offering free Rx delivery at this time?

The phone number is 1-866-370-4842 (TTY: 711) for Medicare members.

The phone number is 1-800-556-1555 (TTY: 711).

Voluntary – Accident, Critical Illness, Hospital Indemnity Plans

Please see below for each plan:

Voluntary – Fixed Indemnity Plan

87. Does the Fixed Indemnity plan cover COVID-19?

Cost-Sharing and Co-Pay Waivers Announcement (March 25th, 2020)

95. How is CVS Caremark ensuring business continuity?

97. How is Accordant continuing to assist members?

Coram Announcement (April 17th)

Return Ready Announcement (June 24th)

104. What is Return Ready™?

107. What is MinuteClinic doing to protect patients from COVID-19?

• Difficulty breathing or shortness of breath

*This list is not all inclusive.

116. Does MinuteClinic® offer telemedicine services?

118. What type of services are available via an E-Clinic visit?

119. What types of health services are available through an E-Clinic?

Yes, when clinically appropriate.

MinuteClinic Video Visits

127. How can individuals access MinuteClinic Video Visits?