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Coronavirus Disease 2019

Updated: March 26, 2020

We are monitoring the situation around the coronavirus (SARS-COV2) and the disease it causes, (COVID-19). We are following all guidelines from the Centers for Disease Control and Prevention (CDC)Centers for Medicare and Medicaid Services (CMS) and N.C. Department of Health and Human Services (NC DHHS)

Find updates about what we are doing, what you can do, and credible news and resources below.

You can help defend yourself and those around you against COVID-19.

  • Use healthy habits. Wash your hands regularly for 20 seconds. Avoid touching your face and ears. Follow the tips in our printable guide. Avoid touching others - wave “hi” instead!
  • Fight stigma and panic. You are probably seeing a lot of news and social media around COVID-19. It’s ok to feel stressed by it, but it’s important to stay calm and keep using healthy habits.
  • Stay informed. Use credible sources like the CDC and NC DHHS to learn more about the facts and to find recent news.
  • Use plain-language: For someone with a disability, it may be hard to understand what is happening right now. Try using this booklet that focuses on the "need to know" information to help. [English or Spanish]
  • Stay home. Practice “social-distancing” and stay home as much as possible. Only “essential employees” should be leaving their homes. This will help reduce the spread of the new coronavirus. If you must leave for food or other items, stay at least 6 feet away from others, wash your hands, and don’t touch your face or ears.
  • Avoid large groups of people. When possible, avoid being in large groups or attending large, public events.
  • Contact your doctor if you feel ill. If you aren’t feeling well and are experiencing a fever, shortness of breath, and a cough, it’s important to contact your doctor. Let them know how you are feeling and discuss your options. You can also call the North Carolina Coronavirus Hotline at 1-866-462-3821 or text VIRUS to 336-379-5775.
  • Phishing and spam. Protect your computers and mobile phones from cyberthreats. Be sure to follow credible sources and do not provide personal information to anyone you do not know and trust. 
Call your doctor immediately if you have been in contact with someone known to have COVID-19 or who has recently traveled from an area known to have community spread of COVID-19.

If you need assistance or are experiencing a behavioral health crisis, call our 24/7 Access and Crisis call center at 1-800-939-5911.

Additional resources

  • Resources and help: The state and local communities are offering help to those who are impacted by businesses needing to close and children having to stay home. We are pulling together resources for all of communities and will post online soon. You can always search our online Local Resources and call 2-1-1 as well.
  • Maintaining recovery: If your AA or NA meetings have been canceled, you can still find the support you need over the phone or a computer. Read more about options here.
  • NC COVID-19 hotline: 1-866-462-3821 or text VIRUS to 336-379-5775
  • NC Department of Health & Human Services (DHHS): website | Facebook | Twitter
  • Centers for Disease Control and Prevention (CDC): website | Facebook | Twitter

What we’re doing with our providers | What we’re doing | News & resources

Cardinal Innovations is committed to supporting our network of providers and NC Medicaid as we work together to ensure that our members continue to receive services with no interruptions or delays due to the novel coronavirus (COVID-19) outbreak.

Updates on Programs and Services

In order to ensure that our members receive services they need, please inform us in advance if you are experiencing capacity issues or make any changes to your services or operations. You can contact us directly via our provider line 1-855-270-3327 or contact your Network Specialist.

Announcements and updates

To receive weekly provider updates, sign up for our InfoSource newsletter.
  • Frequently Asked Questions: We’re proactively contacting our providers and collecting questions. Read our first release of FAQs or email us at for additional questions.
  • Case support: We have established a Case Support service that can be billed for members established in care with providers for all covered populations. More details in the Communication Bulletin on 03/20/20.
  • Documentation for Signatures: We are allowing provider submissions with verbal consent on required documents, such as the Person Centered Plan. More details in the Communication Bulletin on 03/20/20.
  • Facility-Based Opioid Treatment: We are temporarily allowing reimbursement for additional take-home doses of methadone and buprenorphine for members receiving Opioid Treatment (H0020). More details in the Communication Bulletin on 03/20/20.
  • Telehealth and Outpatient Services: We are granting the use of audio or video communication technology to provide telehealth for any services provided since March 13. More details in the Communication Bulletin on 03/20/20.
  • New codes for Virtual Patient Communications including Telephonic Codes: We have additional billing codes for telephonic services that will be match the higher rate of services that are similar. More details in the Communication Bulletin on 03/17/20.
  • Statewide Emergency Funding: We have asked NC DHHS about funding for staffing, resources or financial losses and they are working on providing guidance to share back with our network of providers. More information coming soon.

Announcements and updates from the State

  • Section 1135 Waiver Flexibilities for North Carolina Approved [CMS] 03/23/2020
  • Telehealth Provisions - Clinical Policy Modification [NC DHHS] 03/20/2020
  • Face-to-Face Provider Site Visits and Fingerprinting Requirements Temporarily Suspended Due to COVID-19 Outbreak [NC DHHS] 03/20/2020
  • Public Health Emergency Enrollment Applications for Health Care Professionals Not Currently Enrolled as an NC Medicaid Provider [NC DHHS] 03/20/2020
  • Temporary Policy Modifications for 1915 Waivers (Appendix K) [NC DHHS] 03/19/2020
  • Private Duty Nursing and Home Health Updates [NC DHHS] 03/20/2020
  • COVID-19 Service Guidance and NC Innovations Waiver Guidance [NC DHHS] 03/19/20
  • Billing Requirements Modified in Response to COVID-19 [NC DHHS] 03/19/2020
  • NC Tracks Temporarily Suspending Provider Walk-Ins and Site Visits [NC Tracks] 03/17/2020
  • COVID-19 Mitigation Measures [NC DHHS] 03/12/2020
  • DSOHF Visitation Restrictions [NC DHHS] 03/11/2020
  • NC Medicaid Updates Policies to Address COVID-19 [NC DHHS] 03/11/2020
  • North Carolina Declares State of Emergency [N.C. Governor Roy Cooper] 03/10/2020
  • COVID-19 Mitigation Guidance - March 10, 2020 [NC DHHS] 03/10/2020
  • Governor's Task Force Announces State Laboratory Now Able to Test for COVID-19 [NC DHHS] 03/03/2020
  • Governor’s Task Force Encourages North Carolinians to Increase Preparedness Measures for COVID-19 [NC DHHS] 02/26/2020
  • View all Press Releases from NC DHHS
  • View all NC Medicaid Bulletins from NC DHHS
  • View all news from the N.C. Governor

Cardinal Innovations resources

Additional resources

What we’re doing for our members | What we’re doing | News & resources

The health and wellness of our members remain our most important priority. Here’s how we’re working to protect you and our team:

  • Access to care. We are opening authorizations where necessary for critical services to make sure our members and their families have the access to care they need during this time. We have enabled our providers and staff to conduct meetings over the phone or computer. We will update and share guidelines as they are received from DHHS.
  • Crisis and Access line. Our crisis line is available 24/7 to assist if a member is experiencing a behavioral crisis or needs to find a provider. 1-800-939-5911
  • In-person meetings. Employees are encouraged to have meetings over the phone or computer when it is possible to do so. We are following ongoing guidance from NC DHHS regarding member care.
  • Stay home. We are asking all employees who are sick, or live with someone who is sick, to stay home and find alternative working arrangements.
  • Travel. We have restricted non-essential travel for our employees.
  • Working arrangements. Employees are to work remotely and telecommute following NC DHHS guidance.
If you need assistance or are experiencing a behavioral health crisis, our Access call center is available 24/7 at 1-800-939-5911.

What we’re doing for our members | What we’re doing with our providers | News & resources

24/7 Access and Crisis call center

Our Access and Crisis call center is always available 24/7 at 1-800-939-5911 to connect you with the help or referrals you may need.

Recent news and updates

Trusted resources

North Carolina resources and announcements:
  • Ongoing COVID-19 Guidance from NC DHHS
  • Executive Orders from N.C. Governor, Roy Cooper and NC DHHS
  • Call the North Carolina Coronavirus Hotline at 1-866-462-3821 or text VIRUS to 336-379-5775
Learn more from the CDC about how to protect yourself and your community from COVID-19:


Changes to events will be posted to our website calendar as they become available. 

What we’re doing for our members | What we’re doing with our providers | What we’re doing

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