Coronavirus (COVID-19) Updates

Providers Should Not Charge Fidelis Care Members for Personal Protective Equipment (PPE)

PPE consists of personal protective equipment such as masks, gowns, and gloves. Providers should not bill, seek, or accept payment, other than copayments, coinsurance, or deductibles, from Fidelis Care members. If you have been charged for PPE by your provider, contact your provider’s office or call Fidelis Care at 1-888-FIDELIS

Locate Testing Sites Near You

To check for testing sites near you, please visit Teladoc and enter your address.  Call the coronavirus test site before you go to learn about testing criteria, availability, and hours.

Each coronavirus test provider will determine if testing is right for you, based on your symptoms, risk factors, and test availability. This information may change daily.

Remember, if you have symptoms of COVID-19, such as fever, cough, or shortness of breath, please contact your healthcare provider to discuss whether you should be evaluated for testing. Fidelis Care members may also contact Teladoc (see more information below).


Telehealth – Fidelis Care Expands Online Access

To support members during the COVID-19 outbreak, we have expanded access to telehealth services – offered with $0 cost sharing.

Here are 2 ways for members to use the telehealth benefit from the safety, comfort and convenience of their home:

1) Schedule a telehealth visit with their network primary care provider or specialist..Many Fidelis Care providers can make an appointment for a visit by phone or video. Members should call their providers to see if they offer this service.

2) Use Teladoc. Starting April 1, 2020, in response to the COVID-19 emergency, Teladoc is offered as a new online option for Fidelis Care Medicaid, Child Health Plus, Essential Plan, Health and Recovery Plan (HARP), Medicare Advantage, and Dual Advantage members.


More on Teladoc

Through Teladoc, members can access online care by phone or video, from board-certified, NY State-licensed doctors, 24 hours a day, 7 days a week.

Members can speak with a Teladoc provider about COVID-19 concerns or symptoms, or about other general concerns they may have about their or their child’s health like: sore throats, earaches, the flu, allergies, sinus infections, rashes, and more. Support for anxiety, depression, post-traumatic stress, and family issues is also available.

Fidelis Care Medicaid, HARP, and Child Health Plus members who have an assigned primary care provider can also use the Teladoc service. If necessary, a Teladoc provider will coordinate care with a member’s PCP.

Before a member’s first virtual care visit, the best place to start is by downloading the Teladoc app (available from the App Store or Google Play) or get started online at Members can also call Teladoc at 1-800-835-2362; TTY: 711. Members will be asked to fill out a brief medical history, just like they would at their doctor’s office. This will help the Teladoc doctor provide treatment and advice.

Wait times: At this time, the need for care has never been greater, and members may experience extended wait times. To avoid waiting, members can request a call-back when a Teladoc provider is available.

Special Note for Fidelis Care Qualified Health Plan (QHP) and Off-Exchange members: Fidelis Care QHP and Off-Exchange members continue to have access to telehealth services through Teladoc as well as Babylon, at no cost. The Teladoc and Babylon apps are available from the App Store or Google Play.

Whether Fidelis Care QHP and Off-Exchange members use Teladoc, Babylon, or both, their telehealth benefit is the same, and is offered at no cost.


Can I get additional refills of my prescriptions?

Fidelis Care is covering early refills and up to a 90-day supply of most maintenance medications for members.

This includes both prescription and over-the-counter (OTC) medications used for chronic health conditions.   Medicare Advantage, Dual Advantage, Qualified Health Plan, and Essential Plan members are also encouraged to use mail-order pharmacy for 90-day refills.  

For Fidelis Care Medicaid, Child Health Plus, and HealthierLife members, please note:

  • Medication Delivery:
    • Pharmacies that choose to provide delivery to individuals quarantined may confirm receipt of the medications by the member through a phone call, text, or email, in lieu of getting a signature.
  • Prescription transfers:
    • If a Medicaid member has had a prescription filled from a pharmacy that is inaccessible or traveling to that pharmacy is not feasible, then he/she can obtain a new prescription order from the prescriber;


  • A refill of the prescription can be transferred to another Medicaid participating pharmacy where allowed by law.

*Please note, prior authorization may be required for 90-day supplies of some medications


Will my benefits cover Coronavirus testing, evaluation, and treatment?

Fidelis Care has waived all COVID-19 related member cost sharing.

-Including copayments, coinsurance, and deductibles for screening, testing, and treatment provided by network or out of-network providers. As always, Fidelis Care’s Member Services team is here to help members with any questions they may have.


Beware of COVID-19 Test Scam

The U.S. government is warning people to beware of fake COVID-19 test kits.

Criminals are offering the fake kits in exchange for personal information.  People, especially those who receive Medicare benefits, are being targeted with phone calls, social media messages, and door-to-door visits.

The fake COVID-19 test kits may be harmful to users, and the personal information collected by the criminals may be used for identity theft or to fraudulently bill health care programs.

Remember to:

• Be suspicious of any unexpected calls, emails, messages, or visitors offering COVID-19 tests or supplies. You should talk to your doctor or other healthcare provider about COVID-19 tests.

• Never share login information such as passwords.

For more information, visit


Coronavirus (COVID-19) FAQ

What is COVID-19?
Coronavirus (COVID-19) is a new disease that causes respiratory illness in people and can spread from person to person. People of all ages can be infected. Older adults and people with pre-existing medical conditions like asthma, diabetes, and heart disease may be more likely to become severely ill if infected. Many details about this disease are still unknown, such as treatment options, how the virus works, and the total impact of the illness.
What are the symptoms?
The symptoms of Coronavirus include mild-to-severe respiratory symptoms. Symptoms include fever, cough, shortness of breath, and lower respiratory illness. It may be contagious before a person begins showing symptoms.
Where do I go if I have symptoms?

Contact your provider if you develop a fever, have a cough, or have difficulty breathing. Let your provider know if you’ve been in close contact with a person known to have Coronavirus.

For additional information, you can also contact The New York State Department of Health toll-free Novel Coronavirus Hotline at 1-888-364-3065.

If exposed, what should I do?

• If you think you have COVID-19 or have been exposed to someone who has been diagnosed with COVID-19, call your provider’s office or contact Teladoc for guidance on next steps.

• Call ahead before going in person to any doctor’s office.

• Don’t go to your local emergency room for COVID-19 testing. The ER is only for those who need the most critical care.

Members who have questions about their telehealth benefit should call Member Services at 1-888-FIDELIS (1-888-343-3547); TTY: 711.

How do I protect myself and my community?

We all have a role to play in protecting our communities and families from the spread of Coronavirus. It is similar to other communicable viruses. You can also follow these tips to prevent infection:

  • Stay home when you are sick.
  • Avoid close contact with people who are sick.
  • If you are sick, you should wear a facemask when around other people.
  • Wash your hands thoroughly and frequently. Use soap and water for at least 20 seconds.
  • Use an alcohol-based hand sanitizing rub (must contain at least 60 percent alcohol).
  • Cover your mouth when you cough or sneeze by coughing/sneezing into your elbow.
  • Clean public surfaces thoroughly.
  • Avoid shaking hands.
  • Avoid touching your eyes, nose, and mouth with unwashed hands.
How do I cope with the COVID-19 outbreak?

Worry and anxiety can rise about the spread of COVID-19. Concern for friends and family who live in places where the spread of COVID-19 is progressing is natural. Some recommendations to help manage your feelings include the following:

  • Take care of your body. Take deep breaths, stretch or meditate.
  • Connect with others. Share your concerns and how you are feeling with a friend or family member. Maintain healthy relationships, a sense of hope and positive thinking and use technology to stay connected.
  • Share the facts about COVID-19 and the actual risk to others. People who have returned from areas of ongoing spread more than 14 days ago and do not have symptoms of COVID-19 do not put others at risk.
  • For more information, see the CDC’s suggestions for mental health and coping during COVID-19.

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A special enrollment period for Qualified Health Plans, announced by NY State of Health, is underway through July 15.

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Fidelis Care - Affordable, Quality Health Insurance