Get the care you need

What to do if you’re feeling sick

If you feel sick—whether you think it’s COVID-19 or something else—first call your doctor. If you’re unable to reach your doctor, call our free Nurse Advice Line at 1-800-256-1982. This line is available 24/7 and can help direct you to the care you need.

How to get healthcare at home

Use telehealth for your routine care

Telehealth is covered for all Virginia Premier members. That means you have access to many of your covered services from the safety of your own home. Check with your doctor to see what options they have for providing care remotely. If you’re not able to get in touch with your doctor, call Member Services and we can connect you with a doctor offering remote care. Learn more about telehealth.

Use telehealth for your behavioral health needs

You can access many of your behavioral health services through telehealth. Talk to your behavioral health provider about remote care options.

If you’re having a behavioral health crisis and need to speak with a behavioral health specialist right away, you can reach one 24 hours a day, seven days a week at the numbers below.

  • Virginia Premier Elite Plus (CCC Plus/MLTSS): 1-844-513-4949
  • Virginia Premier Elite Individual (Medallion Medicaid) and Virginia Premier Elite Family (Medallion FAMIS): 1-844-513-4950
  • Medicare Advantage Elite (HMO D-SNP): 1-844-513-4952

Talk to your doctor about services and medical equipment you may need

Ask your doctor if you have concerns about getting or maintaining access to services or medical equipment. We will work with them to make sure you continue to have the access you need to stay safe and healthy.

Continue filling your regular prescriptions

During a Virginia State of Emergency, Virginia Premier members can fill their prescriptions at any pharmacy, even if it’s out of network*. You may also be able to change from a 30-day supply to a 90-day supply for most prescription drugs you regularly take. If you don’t have a prescription for a 90-day supply, talk to your doctor to see if a 90-day supply would work for you. In some cases, you may be able to fill a prescription sooner than scheduled.

If you experience any interruption of your benefits at the pharmacy and need immediate help, call the Pharmacy Help Line. It’s available 24 hours a day, seven days a week.

Pharmacy Help Line:

  • Virginia Premier Elite Plus (CCC Plus/MLTSS): 1-844-838-0711
  • Virginia Premier Elite Individual (Medallion Medicaid) and Virginia Premier Elite Family (Medallion FAMIS): 1-855-872-0005
  • Virginia Premier Advantage Elite (HMO D-SNP): 1-855-408-0010

* Medicare members who use an out-of-network pharmacy can complete this form to be reimbursed.

Use prescription drug delivery

Most members also have access to mail order pharmacy benefits, with some exceptions for specialty drugs. Check your Evidence of Coverage or Member Handbook to see what benefits you have available. If you would like to start using this benefit, you can have your prescriber send your prescriptions to any in-network mail order pharmacy. Use our Find a Doctor tool to locate an in-network pharmacy. If you need help setting up mail order, call our pharmacy team at 1-855-813-0363. They are available Monday through Friday, 8:00 am to 5:00 pm.

When to get urgent or emergency care

While it’s important to stay home and get routine care through telehealth options, there are still situations where you may need in-person care.

Urgent care clinics and emergency rooms are available. But remember, these are two separate options and the one that’s right for you depends on your specific health needs. Learn more about when you should go to an urgent care clinic or an emergency room.


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