Provider Emergency Preparedness Guide
At the Alliance, we understand the importance of being prepared for unexpected business interruptions. Events like power outages, earthquakes, wildfires, loss of internet/phone connectivity or office evacuations could significantly impact our ability to deliver services and your ability to provide care to Alliance members.
This guide provides essential information to help you continue delivering care to Alliance members during such disruptions. Keep it easily accessible in case of emergencies.
To maintain continuity of care:
- Alternative communication: Establish backup communication channels, such as text messages, email updates or social media posts, to keep patients informed.
- Emergency contacts: Provide patients with after-hours contact numbers and a list of alternative clinics.
- Medication refills: Collaborate with pharmacies to ensure emergency access to essential medications.
- Coordination: Coordinate with local emergency medical services and other providers to ensure patients have access to necessary care.
During emergencies, the Alliance may implement temporary policy adjustments, including:
- Relaxed prior authorization requirements.
- Expedited approvals for urgent services.
- Extended deadlines for claims submissions.
- Flexibility in documentation requirements.
Updates on these changes will be shared with providers via email, by phone and the Alliance website. Please check regularly for the latest information.
The Alliance will actively partner with other providers to:
- Coordinate care for displaced members.
- Facilitate referrals and transfers when regular networks are unavailable.
- Share resources and information to ensure continuity of care.
During emergencies, providers can report operational status and request support by:
- Calling the Provider Services phone line: 831-430-5504
- Contacting your Provider Relations Representative directly.
- Visiting the Provider Portal for updates and resources.
Alliance Disaster Resources
- Member Services: 800-700-3874 (TTY 800-735-2929 or 711) 8 a.m. - 5:30 p.m., Monday through Friday
- Alliance website: Our website will be updated regularly with the latest information on services, assistance and emergency declarations.
- Provider Portal: Access the Provider Portal for updates, resources and communication tools.
Stay informed through these resources:
- FEMA.gov
- California Office of Emergency Services
- Ready.gov
- California Department of Public Health
- Medicaid Disaster Response Toolkit
Locate shelters and critical resources through local emergency services:
Evacuation Information
Mariposa County
Sign up for emergency alerts:
Sign up for Alerts | Marisposa County, CA
Evacuation Guide | Mariposa, CA
Merced County
Sign up for emergency updates:
Merced County Emergency Notification System | Merced County, CA - Official Website (countyofmerced.com)
Monterey County
Sign up for emergency alerts:
Sign up for Alerts | Monterey County, CA
Evacuation Guide | Monterey County, CA
San Benito County
Sign up for emergency alerts:
Sign up for Alerts | San Benito County, CA
Evacuation Guide | San Benito County, CA
Santa Cruz County
Sign up for emergency alerts:
Emergency Alerts and Warnings (santa-cruz.ca.us)
Evacuations (santa-cruz.ca.us)
If you have been evacuated, you may apply for hotel stays (Emergency Lodging Assistance) through the Federal Emergency Management Agency (FEMA).
Call FEMA at 800-621-3362 (TTY: 800-462-7585) for more help or to learn more visit FEMA’s website at www.disasterassistance.gov.
Sandbag locations:
- Mariposa County: Where You Can Find Sandbags in Your County | Cal OES News
- Merced County: Merced County Sandbag Locations 2023 (countyofmerced.com)
- City of Merced: Storm Information (March 2023) | City of Merced, CA
- Monterey County: Sandbag and Flood Fighting Information | Monterey County, CA
- San Benito County: Storm Information | San Benito County, CA
- Santa Cruz County: Sandbag Information | City of Santa Cruz
Take these steps to safeguard high-risk patients:
- Identify vulnerable members: Review your patient list to identify those with chronic conditions, disabilities or limited mobility.
- Outreach: Proactively contact vulnerable members to assess their needs and provide support.
- Coordinate care: Work with caregivers, home health agencies and other support services to ensure vulnerable members receive the care they need.
- Transportation: Help arrange transportation for vulnerable members who need to evacuate or access medical care.
The Alliance will proactively contact vulnerable populations as needed.
On the Alliance website, we will provide information regarding the emergency declaration. The information will be concise and clear on when the next update will be communicated.
- Maintain a disaster preparedness plan: This plan should include procedures for communication, evacuation, data backup, and continuity of care.
- Inform the Alliance of changes in operational status: Use the communication channels listed in Communications with the Alliance to keep us updated.
- Ensure access to member health records during emergencies: Have a backup system in place for accessing electronic health records.
- Stock emergency supplies: Maintain an adequate supply of essential medications, first aid kits and other necessary medical equipment.
- Train staff: Ensure all staff are trained on emergency procedures and know their roles and responsibilities.
Conclusion
The Alliance is committed to supporting you and your patients during emergencies. By working together and taking proactive steps to prepare, we can ensure the continuity of care for our members.
We urge you to:
- Review and update your disaster preparedness plan.
- Familiarize yourself with the resources and information provided here.
- Stay connected with the Alliance for updates and guidance.
Contact Provider Services
| General | 831-430-5504 |
| Claims Billing questions, claims status, general claims information |
831-430-5503 |
| Authorizations General authorization information or questions |
831-430-5506 |
| Authorization Status Checking the status of submitted authorizations |
831-430-5511 |
| Pharmacy Authorizations, general pharmacy information or questions |
831-430-5507 |
Provider Resources
Claims Resources
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