Covid-19:
For Health Plan Members

Our Top Priority is Your Health and Safety

Matrix is committed to keeping Members healthy and connected to care during the COVID-19 (Coronavirus) public health emergency. You, a friend or family member may be scheduled, or will be contacted to schedule, a health and wellness visit with a Matrix medical professional in your home, on a video wellness call or in a Matrix mobile health clinic.

We realize you may have questions about how we are following the Centers for Disease Control and Prevention (CDC) guidelines and practices to protect you and our providers during all visits. Please read key facts and updates included in the answers to frequently asked questions, the latest news releases and helpful pages on the CDC website.

Frequently Asked Questions

Q. Are you testing the Matrix Nurse Practitioners for COVID-19 prior to having visits in Members homes?

A. Yes. Matrix is testing our providers on a regular basis to ensure they remain COVID-free. In addition, Our Nurse Practitioners screen themselves for COVID-19 symptoms, and take their own temperature prior to starting work each day. We require all Nurse Practitioners to attest to being symptom-free.

Q. For In-home visits, what precautions are the Matrix Nurse Practitioners taking to protect themselves and Members?

• Self-screen for COVID-19 symptoms and exposure before the visit and throughout the day.
• Screen all Members for COVID-10 symptoms at the door or by phone prior to the visit. (See screening question for more details).
• Use hand sanitizer with at least 60% alcohol often, before and after every Member interaction.
• Wash hands with soap and water often, for twenty (20) seconds after eating, going to the bathroom, coughing and sneezing or if they are visibly dirty.
• Use Personal Protective Equipment (PPE) including hand sanitizers, disinfectant sprays, masks and gloves following CDC recommendations during every member interaction.
• Provide masks to you and members of your household, if needed.
• Keep at least six feet of distance except during the physical exam and screenings.

Q. For In-home visits, what steps will Members be required to take to ensure safety?

A:  Members should wash their hands before and after the visit and wear a mask.

Q. Will the Matrix Nurse Practitioner be able to test me for Covid-19?

A. No, the Nurse Practitioner is not able to test members for COVID-19 at this time. However, they will be able to assess your symptoms and risk for COVID-19. Symptoms may include cough, shortness of breath or difficulty breathing, fever, chills, muscle pain, sore throat or loss of taste or smell. The Nurse Practitioner will help direct you to the appropriate care, if necessary.

Q. What is the screening process and what are the illness symptoms?

A:  As a means to protect both our providers and Members from exposure to COVID-19, we assess answers to the following screening questions:

• Have you or anyone you live with had a known exposure to anyone diagnosed with Coronavirus?
• Have you or someone you live with recently developed symptoms of current illness including fever over 100F, cough, shortness of breath or difficulty breathing, chills, repeated shakes with chills, muscle pain, headache, and/or new loss of taste or smell?

If our providers answer yes to any questions, they do not perform in-home visits or go inside the mobile health clinics.  Based on your answers, the Matrix providers will let you know if the COVID-19 test is right for you.

Q. If I am not feeling well, should I cancel my appointment?

A:  No, Matrix providers are trained to address your health concerns including if you are currently not feeling well. Our providers take all of the necessary precautions to protect themselves and the Members we visit.  Our providers will screen you at the door and etermine if the visit should be rescheduled and if you need to contact your physician.

Q. Instead of having my visit in my home, do I have the option to schedule a Matrix video wellness call instead?

A: Your health plan determines if you are eligible for video wellness call, in-home visit or mobile health clinic visit based on your specific health management needs and location. After the health plan notifies Matrix, we contact you to schedule the appropriate visit.

Q. Can I contact Matrix to inquire if I am eligible for a video wellness call?

A:  Yes, you can call 1-855-214-4807 (TTY:771) Monday – Friday from 8am to 8pm ET or Saturday from 8am to 5pm ET to see if you qualify for a telehealth video wellness call.

Centers for Disease Control and Prevention

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For Assistance please call us toll-free 877-564-3627 or submit the online form.

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