How to Use Online Care on the Phone

When you don't have access to an Internet-enabled computer, you can always use Online Care on the phone to find a provider and connect immediately. In phone conversations, you'll still be able to find and connect with a provider, like on the Web. However, because you and your provider will not be able to access the Web console, some features are not available during phone conversations:

• Provider Notes: The provider will not be able to take notes until the conversation is over. When the conversation concludes, the provider can use audio notes to assist with the wrap-up.
• Diagnoses: The provider will not be able to enter diagnoses during the conversation.
• Prescriptions: Prescriptions are not available until the provider completes the wrap-up on the Web.
• Follow-up Recommendations: The provider will not be able to recommend further conversations, assessments, educational materials or self-care tools.

However, the provider will be able to append more notes, diagnoses, prescriptions and follow-up recommendations to the conversation report, which must be completed on the Web console. It may take the provider some time to complete the report, particularly if the provider primarily uses the phone to connect with patients.

Finding a Provider

Finding a provider over the phone is easy. To log in, just call 1 (866) 931-HMSA (4672). After calling, you will need to log in using the telephone login credentials you received during registration. If you lose your telephone login credentials, they are always available in the Login Credentials section of My Account.

After you log in and accept the appropriate legal disclaimers, you will be able to search for the first available internist, family physician or general practice provider. Once you choose which type of provider you would like to speak with, Online Care automatically finds the first available provider. If you choose to speak with the provider, your request is sent to the provider immediately.

If you choose not to connect with that provider, you can also search for another provider. Once you choose a provider, you will be connected immediately. When your conversation nears its end, your provider may grant an extension, allowing you to have a longer conversation.

Once you have completed your conversation, your provider will be able to wrap up the conversation report on the Web. During wrap-up, the provider will be able to add notes, diagnoses, prescriptions and follow-up suggestions to the report.

Connecting Via Phone from the Web

During your Web provider searches, you may notice that some providers are only available by phone. If you see a provider with whom you would like to connect, click Connect via Phone. Then, log off the Web and dial 1 (866) 931-HMSA (4672) to immediately connect with that provider.

You can also add a phone connection to Web conversations. After you find a provider and begin a conversation, you can add a phone connection to the conversation using the phone area of the conversation console:

Once you and your provider click the Allow Phone check-box, you will be able to connect for a live telephone conversation. For more information on how to use a phone connection during Web conversations, please see How to Add a Phone Connection to Your Conversation.