COVID-19 Provider Information
Confirmed cases of respiratory illness due to the novel coronavirus (COVID-19) continue to increase in North Carolina and nationwide. Vaya is committed to the health and safety of our providers, members and local communities.
We urge our providers to rely on credible sources, such as the U.S. Centers for Disease Control and Prevention (CDC) and NCDHHS for updates regarding COVID-19, and to check these sources regularly. We will continue to post the most current updates on the Vaya Health Coronavirus Updates page, as well as our social media channels.
Note: For more announcements please see the “COVID-19 Vaya Provider Communication Bulletins” tab.
Executive Order 141
Governor Roy Cooper and North Carolina Department of Health and Human Services (NCDHHS) announced that NC will move into Safer At Home Phase 2 of lifting COVID-19 restrictions on Friday, May 22. Learn more here
“Focus Webinars: Children with Complex Behavioral Health & IDD Needs” – hosted by North Carolina Council on Developmental Disabilities (NCCDD). Help for families and caregivers on coping, building resiliency and gaining access to the resources they need during the COVID-19 pandemic.
May 28th 7:00 p.m. – 8:00 p.m.
Learn more and register here
Hear from Legal Experts
Hear from Buncombe County Bar, Pisgah Legal Services, Legal Aid of NC, and the North Carolina Bar Foundation at no charge and get answers about issues on housing, bills or debt, unemployment benefits, health insurance, safety from abuse, stimulus checks, and other matters affecting health, well-being and financial security. Thursday, May 21st from 8:00 a.m. – 2:00 p.m. Learn more here
New: Network Providers Application Form for Participation in the COVID-19 Cell Phone Program
To support Vaya Health members most in need of telephonic and telehealth services during the COVID-19 pandemic, Vaya purchased a limited supply of cell phones that may be requested by our network providers for distribution to eligible members. The primary purpose of this time-limited cell phone program is for providers to deliver MH/SUD/IDD services to our members who are currently unable to access services due to lack of a reliable communication device. To learn more, access the Network Providers Application Form for Participation in the COVID-19 Cell Phone Program.
N.C. DHHS: COVID-19 EMS Healthcare Resource Request Form
State leadership, including N.C. DHHS and the N.C. Department of Public Safety, has created a process for fulfilling requests from first responders and healthcare organizations for personal protective equipment (PPE). Read the Full Guidelines for Allocation of Personal Protective Equipment and complete the COVID-19 North Carolina EMS Healthcare Resource Request Form.
COVID-19 Appendix K Retainer Payment Request Form
The federal Centers for Medicare & Medicaid Services has approved the Appendix K Emergency Preparedness and Response Waiver Request submitted by N.C. DHHS. One of the temporary flexibilities permitted by CMS allows Vaya to provide retainer payments to provider agencies for direct care workers to address emergency-related issues. If you think you meet the Appendix K requirements to request a retainer payment for your direct care worker, please complete the COVID-19 Appendix K Retainer Payment Request Form.
Billing and Documentation Guide for COVID-19 Telehealth and Clinical Policy Modifications
Vaya is providing the following guidance for contracted providers to ensure appropriate billing and documentation of services delivered under policy modifications during the COVID-19 State of Emergency. Requirements are effective retroactively for services delivered on or after March 10, 2020.
Hope4healers Needs Licensed Mental Health Professionals to Support Healthcare Workers
The Hope4Healers Helpline, a new N.C. DHHS initiative in partnership with the N.C. Psychological Foundation, is seeking volunteer licensed mental health professionals to provide pro bono mental health support for healthcare workers. Learn more in a letter from DHHS and in the DHHS volunteer guidelines.
The Hope4Healers Helpline provides mental health and resilience supports for healthcare professionals, emergency medical specialists, first responders and other staff who work in healthcare settings, and their families. Assistance is available 24/7 at 919-226-2002.
Innovations Provider Appendix K Presentation
A presentation with information shared during the April 9, 2020, Q&A Webinar for Vaya Innovations Providers is now available. View presentation here.
Guidance on the Use of Personal Protective Equipment
Due to ongoing shortages of personal protective equipment (PPE) and a limited supply in North Carolina, the State Emergency Response Team has issued guidance on the use of PPE. This includes alternate use and potential strategies to assist when supplies are running low.
Health Care Professionals Webinar Series – COVID-19, hosted by NCDHHS in partnership with CCNC and AHEC
Every Thursday in April at 5:30 p.m. Learn more and register here
Health Care Professionals Webinar – hosted by i2i Center for Integrative Health and innovaTel
April 16, 1:00 – 2:00 p.m. Learn more and register here
How to effectively incorporate telehealth across behavioral health and healthcare in NC.
March 31, 2020
Our new Telemedicine Coverage Policy expands the services that can be delivered via Telemedicine, as well as the providers eligible to deliver services via Telemedicine, beyond the flexibilities specified in Clinical Coverage Policy 1H as revised by DHHS COVID-19 Special Bulletin No. 9. Vaya’s new Telemedicine policy has been approved by N.C. DHHS with the effective date of March 10, 2020. View the Telemedicine Coverage Policy here.
March 27, 2020
Provider Hardship Request Form has been posted. To learn more about the Provider Hardship Request Form read the memo here. To initiate a request, complete and submit Vaya’s online COVID-19 Provider Hardship Form.
If you have questions about the form, please email firstname.lastname@example.org.
March 24, 2020
March 19, 2020
The Community Foundation of Western North Carolina, Dogwood Health Trust and other partners have established an Emergency and Disaster Response Fund to provide funding for human service organizations to address basic needs exacerbated by the COVID-19 pandemic. The maximum grant amount is $10,000 per applicant. Learn more at https://cfwnc.org/grants/emergency-and-disaster-response-fund.
March 18, 2020
Vaya Health is aware that providers are experiencing challenges in obtaining required signatures from members for clinical documents. At this time, in recognition of the realities of current pandemic situation and based on guidance from the NC Department of Health and Human Services and the U.S. HHS Office for Civil Rights, Vaya will accept a Qualified Professional/ para-professional or clinician signature in place of the member or legally responsible person’s signature, along with a notation that the member/LRP gave oral consent for the provider representative to sign the document on their behalf.
Please note: These updates reflect changes to services, service delivery and/or operations and are subject to change. Refer to websites listed and call offices directly for the most up-to-date information.
Last updated on May 27
Appalachian Community Services
All walk-in centers are fully operational and maintaining normal business hours (8 a.m. to 5 p.m.). The Balsam Center (Facility-Based Crisis – Adult Recovery Unit) is temporarily reducing its census from 16 to seven.
Daymark Recovery Services
All walk-in centers are open, and routine visits are being scheduled via their telehealth platform.
Meridian Behavioral Health Services
All walk-in centers are open; however, Meridian is limiting face to face contact in offices and providing most office-based services via videoconferencing as of Tuesday, March 24, 2020. Members who have a scheduled appointment on or after March 24 will be contacted by a Meridian staff member with details.
Pathways – Family Preservation Services (FPS)
Walk-in centers are open. Staff assist individuals in the walk-in center, but members meet with providers via telephone or Webex. In-office Psychosocial Rehabilitation and Substance Use Intensive Outpatient Therapy services are closed; staff will provide services via telephone or Webex. Face-to-face meetings for Peer Support, Peer Bridger, Individual Placement and Support and Supported Employment are suspended; staff will provide services by telephone or Webex. Walk-in Assessments, Office-Based Outpatient Treatment programs (psychiatry and therapy) and School-Based Outpatient Treatment Programs (therapy, OTP Plus) will be conducted by telephone or Webex. In-person services will continue for Assertive Community Treatment Team, Community Support Team and Intensive In-Home.
RHA Health Services
Crisis services (mobile crisis management, same day access and walk-in crisis) are available.
The Neil Dobbins Center
Is taking new admissions.
The Vocational Center in Deep Gap will be temporarily closing to all ICF and non-ICF members.
Effective Thursday, March 26, office-based outpatient and SAIOP services at C3356 will move to telehealth/telephonic support.
Foothills Regional Treatment Center (https://rhahealthservices.org/substance-abuse-opioid-treatment/detox-centers/#foothills)
in Lenoir is temporarily reducing its census from 12 to seven. Admissions will be based on acuity and all individuals admitted to the facility will undergo a COVID-19 screening in addition to regular assessments. Non-essential staff are currently not allowed on the unit.
A Caring Alternative – Marion, NC
Care Haven respite facility is currently accepting referrals. New admission protocols are in place related to COVID-19.
Ashe Services for Aging – West Jefferson, NC
The Adult Day Program is closed until at least March 27, 2020.
Autism Services, Inc. – Raleigh, NC
Staff are working from home and social distancing to the extent possible. Individuals served by ASI are not attending day programs until further notice.
Blue Ridge Health – Arden, NC
Walk-in crisis services remain open, but anyone accessing the building will be subject to screening. Providers will deliver behavioral health services via telehealth methods. General hours of operation for behavioral health are Monday through Friday, 8 a.m. to 5 p.m. School-based therapists are available until 3:30 p.m.
Brandi Nichole Family Enrichment Center – Asheville, NC
All in-person visitation is currently suspended at Interlude Respite Home and within foster homes.
Buncombe County Health and Human Services Syringe Services Program – Asheville, NC
The Syringe Services Program is suspended indefinitely.
Burke Integrated Health – Morganton, NC (https://www.burkeintegratedhealth.net/)
Burke Integrated Health is the home of A Caring Alternative, Catawba Valley Behavioral Healthcare, The Cognitive Connection, CCNC/AccessCare and High Country Medical. All practices are open and facility staff are conducting COVID-19 screenings for all visitors (A Caring Alternative is closed on Fridays). All practices are continuing to conduct intakes, but encouraging the use of telehealth when possible. A computer is available in the office for assessments via Zoom and clinicians are working from home when possible.
Caldwell Opportunities – Lenoir, NC
The center is closed through April 30, 2020.
CAP Learning Center – Greensboro, NC
The center is currently closed, but plans to reopen on April 6, 2020.
Children’s Hope Alliance – Statesville, NC
Two cottages at the Banner Elk campus are currently quarantined and, per staffing requirements, the healthiest staff have been reassigned to those homes. Staff are closely monitoring the children in the homes for any symptoms associated with COVID-19. Referrals for Level 3 homes are currently suspended, and new admissions are not being accepted.
The Hawthorn Heights location in Bryson City is now closed.
The level 2 and Level 3 programs on the Grandfather Campus are also closed.
Clear Sky Behavioral, LLC – Marion, NC
No in-person visits are currently allowed. Child and family treatment support services will be conducted remotely.
Crossnore School and Children’s Home – Crossnore-Hendersonville, NC
The office is currently closed to all outside visitors and no new referrals are being taken at this time. Current clients can use the on-call phone number for a crisis. School-based therapists are offering telehealth sessions for current clients.
Crossroads Recovery Center – Marion, NC
This facility remains closed until further notice.
Eliada – Asheville, NC
This facility’s campus is closed, and as of Monday, 4/6/2020, their Day Treatment program is also closed. Outpatient Plus has been put in place to continue to serve members electronically via telehealth.
Please note, their residential and child development programs are open and accepting new referrals. All meetings with non-staff members will be rescheduled or moved to Skype, FaceTime, WebEx, etc.
Goodwill Industries of Northwestern North Carolina – Asheville, NC
The Asheville Career Center is closed until April 13, 2020. Day supports are suspended until further notice.
Hawthorne House – Burnsville, NC
Residents are under quarantine.
Hinds Feet Farm – Asheville, NC
This facility is offering a virtual day program for their participants.
Irene Wortham Center – Asheville, NC
Adult Day Activity Center is closed through March 29, 2020. Leadership will assess the necessity of extending the closure based on new information and Buncombe County Health Department guidance. Residential homes remain open only to residential consumers and dedicated staff.
Industrial Opportunities, Inc. – Andrews, NC
Programs are closed for members through March 27, 2020.
J. Iverson Riddle Developmental Center – Morganton, NC
The facility is not accepting Respite applications at this time.
Julian F. Keith Alcohol and Drug Abuse Treatment Center – Black Mountain, NC
The center is open for detox services but is not currently accepting new admissions for rehab.
Life Alliance, LLC – North Wilkesboro, NC
Referrals for IDD services are still being accepted.
Life Enrichment Center Adult Day Care – Kings Mountain-Shelby, NC
The center is closed until further notice.
LIFESPAN Abilities Illuminated – Andrews-Murphy-Hendersonville, Waynesville, NC
Residential facilities are closed to visitors. Day programs at Waynesville and Andrews locations are closed until further notice.
Macon Citizens Habilities, Inc. – Franklin, NC
The MCH Day Program is currently limited to MCH AFL and group home participants.
Monarch – Albermarle, NC
Stanly Industrial Services is temporarily closing their day program.
Mountain Opportunity Center – Marshall, NC
The day program is closed until March 30, 2020.
Mountain Projects – Sylva-Waynesville, NC
All agency sites and facilities are closed to the public. Services will continue by phone and email.
New Hope PRTF
Admissions into three programs have ceased (Way Point 1,
Starting Pointe and Transformations 2) due to suspected COVID-19 cases.
North Carolina Systemic, Therapeutic, Assessment, Resources and Treatment (NC START) – (https://www.ncdhhs.gov/divisions/mental-health-developmental-disabilities-and-substance-abuse/nc-start)
NC START East Respite Center – Wilmington – Closed until further notice.
NC START West Respite Center – Asheville – Closed until May 1, 2020 to clean the facility.
October Road, Inc. – Asheville, NC
Both Asheville and Charlotte locations are currently open and accepting new clients, leveraging telehealth capabilities to deliver service via phone and video conferencing. Staff are limiting the number of people in the lobby to adhere to social distancing guidelines and taking temperatures of visitors.
Olson Huff Center, Mission Children’s Hospital – Asheville, NC
The center is accepting admissions and working via telehealth platforms.
Open Hearts Arts Center – Asheville, NC
The program is closed through March 31. Leadership will reassess as the situation progresses.
Polk Vocational Services – Columbus, NC
On-site day services are currently closed.
Recover Our Youth – Travelers Rest, SC
Hampton and Venice psychiatric residential treatment facilities (PRTFs) have suspended in-person visits.
Resilient Journeys – Hendersonville, NC (http://resilientjourneysnc.com/)
All day support locations are closed until further notice.
RHA NC START Program
RHA is transitioning most of its NC START work to virtual via Zoom.
Ruby Pardue Blackburn Adult Day Health Care Center – North Wilkesboro, NC
Attendance is restricted until at least March 27, 2020.
Shortbus Studio – Burnsville, NC
The day program is currently closed.
Solace Behavioral Health – Wilkesboro, NC
This location is in process of closing and will not be accepting admissions.
Summit Support Services of Ashe, Inc. – Jefferson, NC
The Summit Training and Educational Program (STEP) is closed.
Sunrise Community for Recovery and Wellness – Asheville, NC
Sunrise will be open Monday through Friday, 9 a.m. to 5 p.m. for syringe exchange only.
Synergy Recovery – North Wilkesboro, NC
The facility is closed and will reopen after renovations are complete.
The Arc of Haywood County – Waynesville, NC
The Arc is limiting services to individuals who are in the community as well as those who participate in Supported Employment and group home residents who utilize Long Term Community Supports.
The Enola Group – Morganton, NC
Services will be suspended for two weeks beginning Monday, March 23, 2020. Leadership will evaluate the suspension on Friday, March 27 to determine if the facility can reopen prior to Monday, April 6, 2020.
The Enrichment Center – Winston-Salem, NC
The center’s day program is closed until further notice.
Timber Ridge Treatment Center – Gold Hill, NC
The center is continuing operations, however the following events are postponed indefinitely: leaves, home visits, on-campus visitation, scheduled visitation, court visits and admissions. The April Open House and Parent Day is canceled. CFT meetings will be conducted by phone.
Transylvania Vocational Services, Inc. – Brevard, NC (https://www.tvsinc.org/)
On-site services are suspended until further notice.
Universal MH/DD/SAS – Asheville, NC
The physical office hours for the Asheville, Forest City and Morganton locations will now be open from 9:30 a.m. to 3:30 p.m. The Psycho-Social Rehab (PSR) Day Program is closed until further notice.
Vocational Solutions of Henderson County – East Flat Rock, NC
Until further notice, the facility will not be providing services to clients.
Western Youth Network – Boone-Banner Elk, NC
Employees are working from home. After school programming has been suspended until further notice.
Whitaker Psychiatric Residential Treatment Facility – Butner, NC
The facility is not currently taking admissions.
Youth Villages – Asheville, NC
Intensive in-home specialists are seeing families face-to-face and through telehealth. Visitation at residential campuses is limited to essential visitors who must undergo screening.
Yellow Mountain Enterprises – Newland, NC (http://www.yellowmountainenterprises.org/)
Day program is closed. Group home residents are sheltering in place.
Medsource, Inc. – Lexington, NC
Office operations, home modifications, quotes for home modifications and non-emergency deliveries are temporarily suspended. Phone consultations, emergency deliveries, quotes that do not require home visits and electronic communication will continue.
Our VOICE – Asheville, NC
The crisis hotline is operational 24/7 (828-255-7576). Walk-in services at the Family Justice Center are available on a limited basis (individuals may call the crisis hotline for more info). Individual counseling services are available via telehealth (online or phone) or, on a case-by-case basis, in person. Individuals may call the Our VOICE office (828-252-0562) to start the referral process or connect with their counselor. Support groups may be offered online or postponed.
Pardee Hospital – Hendersonville, NC
The hospital is currently not accepting admissions for elective detox.
06-18-20: Urgent Bulletin: New Vaya Q&A Webinar Schedule and COVID-19 Updates
03-20-20: Urgent Bulletin: New Call-In Number for N.C. DHHS COVID-19 Provider Call
WHAT PROVIDERS CAN EXPECT FROM US
- We will continue to communicate with providers through
regular and urgent provider communication bulletins.
- In cases where specific information needs to be shared with a small group of providers, we will utilize targeted emails and phone calls. Provider Relations Team members will continue to be available by email and phone (providers who do not have an assigned Provider Relations Specialist should use the Provider Info email).
- Our Member Services team will continue to accept calls 24/7
- through Vaya’s Call Center (800-849-6127).
- Mobile Crisis Management (MCM) and referrals to services
will be handled based on guidance and requirements issued by the Governor’s office and NCDHHS.
- Vaya will continue to review service authorization requests
(SARs) and adjudicate claims and make timely reimbursement to providers as normal.
- Vaya will hold critical meetings using Microsoft Teams, teleconference lines or Webex.
- Provider Network and Credentialing staff will continue to process nomination requests and credentialing activities as normal.
- Vaya Care Management Contract Performance and Special
Investigation activities will continue based on guidance and requirements issued by NCDHHS.
- Vaya’s Service Desk will continue to be available for
providers on its normal schedule.
- We have reached out to NCDHHS for more specific guidance on
Clinical Coverage Policy and contract requirements related to telehealth and monitoring and will provide further updates when we know more; until we receive more specific instruction, Vaya will maintain adherence to existing requirements.
WHAT WE EXPECT FROM OUR NETWORK PROVIDERS AND HOW PROVIDERS CAN SUPPORT MEMBERS
- Please continue to engage in thoughtful, proactive planning
with members to ensure continuity of care and to address barriers at all levels of impact.
- Share basic education on preventive measures with individuals you serve (click here to download a flyer from the CDC with tips on how to prevent the spread of respiratory diseases like COVID-19).
- Share tips for taking care of your behavioral health during a health crisis (click here to download a handout from SAMHSA).
- Find ways to give your staff and individuals you serve more physical space and limit close contact as much as possible.
- Regularly clean and disinfect frequently touched objects and surfaces. Follow the instructions on the disinfectant label, including how long to leave the surface (e.g., waiting room furniture, phones, laptops, tables, door handles, keyboards) wet.