A state of emergency has been declared related to the outbreak of novel coronavirus (COVID-19). If you are impacted and need assistance in obtaining medical service or prescription drugs, please contact Customer Service at 1-866-597-9560. If you are experiencing a medical emergency, please call 911.

Essence Healthcare is waiving all member related costs associated with the testing and treatment of confirmed or suspected COVID-19 cases from March 6th forward. This includes any applicable co-pays, co-insurance, or deductibles that our members would have normally been responsible for. This waiver will be in effect until May 31,2020, at which time we will reevaluate based on the status and containment of the COVID-19 virus.

Your over-the-counter (OTC) benefit is managed by Convey Health Solutions. Unfortunately, due to the COVID-19 pandemic, Convey is experiencing shortages of certain OTC items. Please visit the Convey website at www.essencehealthcareOTC.com for latest availability. You may also call Convey to place an order and if a specific item is not available, they can help you find an alternative solution. Their number is 1-877-494-2806. Please be assured that Convey is working diligently to refill their inventory. We apologize for any inconvenience this may cause and thank you for your patience.

Here's more information on managing stress during this time.


Case Management

To help you better manage your health, your health plan offers case management services for continuing illness. Your doctor may refer you to these services, or you may refer yourself. The case management staff may also call you based on information you provided when you signed up or your claims history. Case management services are available at no charge. Our case management services can help you improve your health and get help you may need. We may also help you reduce what you pay for health care. Our team includes doctors, nurses, social and mental health staff, pharmacists, and support staff.

Case management can help you with:
  • Concerns Regarding Your Health
  • Assistance or Advice to Support the Instructions Given to You by Your Doctor
  • Assistance Reaching or Coordinating Health Care Services
  • Behavioral Health Issues
  • Social or Financial Issues
  • To receive these services, call the customer service number on your insurance card. Customer Service will ask you questions about your needs. A nurse or social worker from Case Management will then contact you.

    Y0027_20-322 - Last updated 01/30/2020