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Answering our business customers’ questions about coronavirus disease 2019 (COVID-19)

We are focused on safely delivering the services, information and support our business customers need as we continue to proactively monitor COVID-19.

Optum is following all guidance from the Centers for Disease Control and Prevention (CDC), as well as state and local public health departments, in supporting our customers’ needs. We are monitoring state and federal notices regarding any state of emergency or other dictated actions in response to COVID-19. We have teams of clinical and operational experts working around the clock on plans to ensure we are able to continue providing our customers with the services they need. 

Our key priority is ensuring the health, well-being and safety of our customers, patients, health care professionals and team members. We are doing everything possible to support the health of those we serve. This includes procuring and pre-positioning stockpiles of clinical safety equipment and supplies where they are most needed. We are also investing in contingency planning to increase core operational resiliency against potential workforce disruption scenarios.

We take the safety of our members, patients and employees very seriously. We have rigorous safety procedures in place to protect everyone from potentially infectious diseases. In the case of COVID-19, we have taken several measures to bolster our preparedness, such as ensuring appropriate personal protection equipment (PPE) is available to our providers, and further precautions as deemed necessary by the CDC.

We have provided all front-line employees with guidance for following public health guidelines, evidence-based protocols and protective procedures in performing their duties. This includes following all CDC protocols for identifying and triaging at-risk individuals, and rapidly engaging with relevant public health authorities. We are closely monitoring this evolving situation and will continue to update our protocols and guidance as necessary.

We have a variety of educational materials and virtual programs that our staff can use to engage virtual employees. We are working on a complete toolkit that will include:

  • Messaging and activities promoting exercising and stretching at home
  • How to set up your at-home work space
  • Immunity-boosting foods and tips for healthy snacking
  • Tools for dealing with isolation

We have contingency plans in place to ease the impact of service disruptions. We are also proactively working with our supply chain partners to procure and position key product to minimize impact of potential supply disruptions. We continue to monitor this situation and will provide updates as new information emerges.

Optum has taken proactive steps to harden our operational processes and resiliency against known risks. We continue to develop action plans for potential scenarios.

Due to rising demand, longer hold times and resolution lags may occur from time to time. Rest assured, we will help provide answers to your questions. We are monitoring operations and will add capacity when it is warranted. Business continuity plans are in place to anticipate and mitigate issues as they arise.

At this time, Optum Rx is not experiencing delays in dispensing prescriptions from Optum-owned pharmacies (Optum Home Delivery, Optum Specialty, Optum Infusion Services, Avella, Genoa, and Diplomat) related to COVID-19. Optum Rx is prepared to use anticipatory analysis to determine if, and when, we need to expand operations. This may include advance dispensing, workforce management, medication access and getting more involved to make sure we have the medications our patients need and the ability to deliver them.

We’ve successfully managed challenging situations in the past including H1N1, the Epi Pen shortage, angiotensin II receptor blocker drug shortages and numerous natural disasters across the country. We are monitoring the supply chain and working to maintain a reliable inventory. We’re also evaluating drug supplies going out to our pharmacies and ensuring our best practices and disaster recovery plans are in place to meet operational requirements. 

Yes, similar to when we have an out-of-stock or recall situation today, we partner with our members and prescribers to identify alternatives and streamline the process for a faster turnaround. This ensures our members have the therapy they need when they need it.

Yes. Our first priority is to ensure our members have access to the diagnostic and treatment care they need. We are continuing to work with our customers and policymakers on this public health challenge. To ensure we meet our members’ clinical needs and to comply with applicable CDC, federal, state and local government requirements, Optum Rx Clinical Affairs has implemented an early refill policy for maintenance medications. This authorization allows eligible Optum Rx members to obtain early refills of their prescription medications if they have refills remaining on file at a participating retail or mail-order pharmacy.

Currently, we anticipate no disruption or impact to our services. If any of our sites cannot be used, we have multiple contact centers across the country that can use skill-based technology to route calls from the affected site to any of our other contact centers.

If needed, employees, many of whom were already equipped to work remotely before COVID-19, are equipped with all of the technology necessary to stay connected and remain dedicated to serving clients’ needs. Any employees working from home will continue to be subject to Optum policies to maintain appropriate data security controls.

For any questions or concerns, please contact your client account manager or representative.

For additional information, please reference other frequently asked questions.