COVID-19 Actions to Support You and Your Business

Quick Links

Location status
Communications to your clients
Video for your clients
Guidance for EMSI Examiners and Collectors
Timeline of EMSI actions

Update for our clients

Service Status

  • Mobile exam, in-home and DOT-mandated testing services continue to be available nationwide
  • Continuous monitoring and provisioning of personal protective equipment to our field teams
  • Locations with reduced hours are noted here
  • Normal services and hours elsewhere

APS and Medical Record Retrievals remain strong

  • Cycle time improvements maintained over the last 90 days as EMSI’s cycle time leadership continues
  • Incoming volume of records holding steady

New contact center management system deployed to rapidly provision our remote teams

  • Most call center associates now working remotely: Irving 100%, Waco 90%, Jacksonville 100%

Responding to growing demand for teleinterviewing and call center services

  • Teleunderwriting volumes growing as insurance applicants shelter at home
  • Our team can help you meet demand — contact us

Responding to growing demand for underwriting services, including full underwriting

Mobilizing clinical studies

  • March 18 guidance from the FDA addresses protocol modifications which may allow certain clinical trials to continue during the COVID-19 pandemic
  • The guidance addresses participant safety, maintaining compliance with good clinical practice, and minimizing risks to trial integrity
  • EMSI can help you mobilize and maintain your study — contact us

Return to work planning

  • EMSI can support your plans to bring people back to work with oral swab and serum testing collections — contact us

Communications to your clients

Our schedulers ask clients to reschedule appointments for at least 14 days if they

  • Experience fever or flu-like symptoms within 48 hours of the appointment
  • Have been in close contact with anyone who is known to have the COVID-19 virus
  • Recently traveled from an area with widespread or ongoing spread of COVID-19

When confirming appointments, our associates ask clients if they have

  • Experienced fever or flu-like symptoms within 48 hours of the appointment
  • Been in close contact with anyone who is known to have the COVID-19 virus
  • Recently traveled from an area with widespread or ongoing spread of COVID-19

If the answer to any of these questions is yes, the appointment is rescheduled for at least 14 days.

Client Video: Your Safety is Our Priority

Key Messages

We are following CDC guidelines for infection control best practices

  • Hand washing for 20 seconds
  • Social distancing
  • Gloves & personal protective equipment

We are making sure our examiners are symptom free before they visit

We will confirm that you are not sick or having flu-like symptoms before we visit.

We are following CDC guidance recommending face coverings

  • Disposable procedure or cloth mask for our examiners and collectors
  • A mask will be provided to the client if needed and available
  • The client and our associate should stop or minimize talking while in close contact

Guidance for EMSI Examiners and Collectors

Our managers regularly reinforce these instructions with all our field associates

Notify your supervisor and self-quarantine if within the last 14 days you have

  • Experienced fever or flu-like symptoms
  • Been in close contact with anyone who is known to have the COVID-19 virus
  • Traveled from an area with widespread or ongoing spread of COVID-19

Follow all CDC recommended safe social distancing and personal hygiene guidelines (frequent hand washing, do not touch your face, etc.)

Before scheduling, confirming, or completing an examination or collection, confirm that the client, within the past 14 days, has NOT

  • Experienced fever or flu-like symptoms
  • Been in close contact with anyone who is known to have the COVID-19 virus
  • Traveled from an area with widespread or ongoing spread of COVID-19

If the applicant answers “yes” to any of the above, do not perform the work. Reschedule the appointment for at least 14 days in the future and notify your supervisor immediately.

Wear a face covering such as a disposable procedure mask or a cloth mask during all examinations and collections

  • Wear a face covering such as a disposable procedure mask or a cloth mask during all examinations and collections
  • Encourage clients to wear a mask
  • Provide clients with a new, unused procedure mask if available
  • N95 masks are not required for your work

Minimize or eliminate talking when you are in close contact with clients

Do not perform any examination or collection if you do not feel safe

  • Report attempts to compel you to perform work when you have safety concerns to EMSI Compliance

Timeline of EMSI Actions

Addressing COVID-19 challenges continues to be our top priority

January

  • Jan 14 – Pandemic scenario tested in our successful, annual Disaster Recovery drill using CDC and FEMA data

February

  • Feb 26 – Pandemic Task Force organized by our VP Corporate Compliance and Privacy; infection control communications begin

March

  • Mar 04 – New workforce management guidelines for managers developed
  • Mar 05 – Infection control practices communicated
  • Mar 10 – COVID-19 response plan and practices reviewed by all supervisors and above
  • Mar 11 – EMSI adopts CDC guidelines when scheduling and confirming exams, collections and in-home visits
  • Mar 12 – COVID-19 signage distributed to branch offices
  • Mar 16 – Completed first two phases of moving associates to remote status
  • Mar 18 – Branch status survey gathers key data on local service restrictions, staff readiness and personal protective equipment
  • Mar 19 – CEO James Calver updates all employees on EMSI’s response to COVID-19
  • Mar 24 – EMSI critical operations continue nationwide as an essential business
  • Mar 25 – EMSI expands teleunderwriting and teleinterviewing services to meet increased demand
  • Mar 25 – Examiners and collectors receive essential services letter from EMSI HR for use when required
  • Mar 26 – More than 50% of EMSI employees are working remotely
  • Mar 27 – Monitoring field inventories of personal protective equipment, test kits, gloves, masks, hand sanitizers
  • Mar 30 – Branch status survey collects second wave of data

April

  • Apr 02 – Services suspended in the five boroughs of New York City
  • Apr 02 – All-employee communication about the EMSI employee relief fund
  • Apr 02 – Applicants/donors only admitted to EMSI offices
  • Apr 03 – Services suspended in Pennsylvania following closure of all non-life-sustaining business
  • Apr 06 – CEO James Calver sends video message to all employees
  • Apr 08 – As some courts close, EMSI Inspection services continue through online channels
  • Apr 10 – Survey of field personal protective equipment complete
  • Apr 13 – Most call center associates working remotely (Irving 100%, Waco 90%, Jacksonville 85%)
  • Apr 16 – New shipments of personal protective equipment in process
  • Apr 21 – New wave of personal protective equipment distributed to field network

May

  • May 05 – Survey of field network personal protective equipment completed
  • May 08 – Additional shipments of personal protective equipment in process
  • May 18 – CEO James Calver updates all employees on potential reopening of corporate offices
  • May 18 – New wave of personal protective equipment distributed to field network