FAQ
- What is HMSA’s Online Care?
- Who can use the system?
- When is HMSA’s Online Care available?
- Can I use the system when I am on the Mainland?
- How do I know which provider I need to speak to?
- Do providers have access to my health information?
- Where did the pre-populated data on my Health Summary page come from?
- My Health Summary page contains conditions that I wasn't aware of. Where did this come from?
- How long is one conversation with a provider?
- What if I need extra time when talking to a provider?
- How much does it cost to use HMSA’s Online Care?
- If a conversation lasts less than the base time, am I charged a lower fee?
- Is the cost different if I use HMSA’s Online Care online or by phone?
- Does it cost more to talk to a specialist?
- Is the cost the same 24 hours a day?
- Does HMSA pay any portion of the cost for an online session?
- How do I pay for an Online Care session?
- Did HMSA create this new system on its own?
- Why is HMSA offering this system?
- How will HMSA’s Online Care help improve Hawaii’s health care system?
What is HMSA’s Online Care?
HMSA’s Online Care is an innovative online health care system that allows you to talk to a local physician or other health care provider from HMSA’s network. You can have a discussion live online or by telephone.
Without leaving home, you may speak with a local provider. Services are immediate, secure, private, and affordable. HMSA’s Online Care is convenient and easy to use, and an appointment is not required.
HMSA is the first health plan in the country to partner with American Well and Microsoft on an online health care system. We are proud to make this exciting, new service available to our members, providers and the community. It helps improve access to care for residents across the state.
Who can use the system?
Online Care is available to all Hawaii residents located within the state. You do not have to be an HMSA member to use the system, but must be at least 18 years of age to register.
From the comfort and privacy of your home, you can use Online Care to access the services of an HMSA participating provider when you need it.
When is HMSA’s Online Care available?
The system is available seven days a week, 24 hours a day, except for brief maintenance work scheduled during low-usage periods (10 p.m. to 2 a.m. on the first Sunday of each month and 10 p.m. to 2 a.m. on the Sunday after the third Saturday of each month).
Can I use the system when I am on the Mainland?
No. You must be physically located within the state of Hawaii when Online Care is provided. This is consistent with state physician licensing laws and malpractice contract requirements. This requirement protects providers who participate with HMSA’s Online Care against possible legal or medical malpractice problems.
Although you cannot receive services outside of Hawaii, you may still access your account on the Mainland (but not outside of the US). This enables you to print or email records of your Online Care visits, even while traveling.
How do I know which provider I need to speak to?
Online Care provides assessments for you to take that point you to the appropriate provider. These assessments ask you to answer a series of questions about your health and condition.
Do providers have access to my health information?
If you are an HMSA member, the provider may have access to your HMSA Health Summary. You must grant the provider access before they can view it.
Anyone who uses Microsoft HealthVault to collect, store and manage their personal health information can make that information available to the Online Care provider.
Having access to consumer health information is important to providers and specialists. It helps them provide timely, effective and appropriate online services. When a provider has access to a consumer’s health information, they are better able to offer medical advice.
Where did the pre-populated data on my Health Summary page come from?
If you are an HMSA member, you may find that your My Health Summary page is already populated with health information. This information comes from claims data reported to HMSA from 2007 to present.
In addition, conditions and medications can be added by the provider you have a conversation with on Online Care. You can also self-report additional health information to your Health Summary page.
My Health Summary page contains conditions that I wasn't aware of. Where did this come from?
Conditions that appear in your Health Summary are based on the claims that were filed to HMSA by one of your health care providers. The conditions in your Health Summary do not necessarily mean that you were diagnosed with those conditions. Instead, it may mean that you were tested to ensure that you did not have those conditons. When a provider submits a claim for a test intended to rule out a certain condition, the diagnosis description will indicate the condition being ruled out. Your Health Summary does not list the test results since this information is not submitted to HMSA on a claim. Common conditions that providers test for in their patients are elevated blood pressure, diabetes, and sexually transmitted diseases.
The conditions listed in your Health Summary allow you to select Yes of No to verify that a condition is still current or no longer current. This allows you to maintain your most current representation of your health. If you no longer have a condition listed in your My Health Summary or never had the condition, select No from the drop-down list.
If there are any discrepancies in the data that appears in your My Health Summary page, please call Customer Service or your treating provider.
How long is one conversation with a provider?
Conversation lengths are determined by the type of provider you speak to. For most providers, the base length is 10 minutes. However, for other health care professionals, such as psychologists and psychiatrists, the base length is 20 minutes.
What if I need extra time when talking to a provider?
If you and the provider still have issues to discuss toward the end of the session, the provider can choose to extend the conversation for three minutes (physicians) or up to 10 minutes (behavioral health specialists) at no cost. If you still feel you need more time with your provider, you may opt to extend the conversation for five minutes (physicians) or up to 25 minutes (behavioral health specialists) for an additional cost. Extension lengths vary depending on the type of provider you have a conversation with.
How much does it cost to use HMSA’s Online Care?
| HMSA Member Cost | Non-Member Cost | |
|---|---|---|
| Regular conversation with a physician (10-minute conversation) |
$10.00 | $45.00 |
| Short extended conversation with a physician (13-minute conversation [10 minutes + 3 minute extension]) |
$10.00 | $45.00 |
| Long extended conversation with a physician (15-minute conversation [10 minutes + 5 minute extension]) |
$15.00 | $57.50 |
| Regular conversation with a non-physician provider (APRN, certified nurse midwife, optometrist, or podiatrist) (10-minute conversation) |
$10.00 | $45.00 |
| Short extended conversation with a non-physician provider (APRN, certified nurse midwife, optometrist, or podiatrist) (13-minute conversation [10 minutes + 3 minute extension]) |
$10.00 | $45.00 |
| Long extension conversation with a non-physician provider (APRN, certified nurse midwife, optometrist, or podiatrist) (15-minute conversation [10 minutes + 5 minute extension]) |
$15.00 | $55.00 |
| Regular conversation with a behavioral health provider (psychiatric APRN, psychologist, psychiatrist, or child psychiatrist) (20-minute conversation) |
$10.00 | $75.00 |
| Short extended conversation with a behavioral health provider (psychiatric APRN, psychologist, psychiatrist, or child psychiatrist) (30-minute conversation [20 minutes + 10 minute extension]) |
$10.00 | $75.00 |
| Long extension conversation with a behavioral health provider (psychiatric APRN, psychologist, psychiatrist, or child psychiatrist) (45-minute conversation [20 minutes + 25 minute extension]) |
$15.00 | $100.00 |
| Regular conversation with a HealthPass Health & Wellness coach (Open to HMSA members only.) (registered dietitian, registered nurse, or certified personal trainer) (30-minute conversation) |
$0 | N/A |
| Long extended conversation with a HealthPass Health & Wellness coach (Open to HMSA members only.) (45-minute conversation [30 minute + 15 minute extension]) |
$0 | N/A |
If a conversation lasts less than the base time, am I charged a lower fee?
You will be charged the full amount for the conversation, whether it lasts a few minutes or the maximum amount of time allotted. The consumer generally determines when a conversation is over, not the provider.
If the provider terminates the session early, you will not be charged and the provider will not be paid for that session.
Is the cost different if I use HMSA’s Online Care online or by phone?
No. The cost is the same.
Does it cost more to talk to a specialist?
Costs vary depending on the type of provider you choose to speak to. For most providers, the cost is $10 for a 10-minute conversation if you are an HMSA member or $45 for a 10-minute conversation if you are not an HMSA member. For behavioral health specialists, such as psychologists and psychiatrists, the cost is still $10 for a 20-minute conversation if you are an HMSA member, but $75 if you are not a member.
Is the cost the same 24 hours a day?
For all consumers, the cost for an Online Care session with a particular type of provider remains the same 24 hours a day.
Does HMSA pay any portion of the cost for an online session?
Yes. HMSA is helping subsidize costs for its members.
How do I pay for an Online Care session?
HMSA’s Online Care will accept major credit cards and some debit cards. Debit cards must have a major credit card logo and must not require a PIN number for use.
Consumers who do not have a credit card or acceptable debit card may be able to use a prepaid debit card purchased from a retail store. The purchased prepaid debit card must be one that you register online or by phone with your name and address and then activate.
Occasionally, HMSA offers promotional coupons providing free or discounted Online Care visits with providers.
Did HMSA create this new system on its own?
No. HMSA is licensing the online system from American Well. Based in Boston, American Well creates and delivers innovative health care communication services to organizations across the country.
American Well’s Online Healthcare Marketplace enables live communication between a consumer and health care provider. HMSA is implementing this technology for its members, providers and the community.
Microsoft HealthVault is currently available to health care consumers. It allows consumers to collect, store and manage personal health information and share it with providers, family members, and other trusted third parties.
HMSA’s Online Care is an integrated solution that allows you to use your health information from HealthVault to support conversations with HMSA participating providers on the American Well system.
Why is HMSA offering this system?
HMSA understands that one of the most important benefits of the system is improved access to care, especially for residents in rural or isolated areas of the state. Using a computer or phone, access to the system is nearly immediate.
HMSA also understands that online health care is not a replacement for face-to-face visits with your provider. However, it is another way for you to access care when you need it.
HMSA sees the system’s vast possibilities and benefits for HMSA members, providers and the community. In short, it is a convenient, affordable way to connect with a provider any time of day.
HMSA is leading the way in Hawaii and the country with regard to implementing this innovative new technology. It’s all part of being a health care leader and working for a healthier Hawaii.
How does HMSA’s Online Care help improve Hawaii’s health care system?
Online Care makes Hawaii’s health care system more accessible to consumers by overcoming the constraints of time, distance, mobility, or lack of health care coverage.
Time - Whether a parent is trying to comfort a crying child in the middle of the night or a patient is experiencing a severe headache in the middle of a busy work day, getting in to see a provider can be challenging. Online Care makes it easy for them to speak with a provider.
Distance - Outside of Honolulu, Hawaii is essentially a rural state with a small, scattered population and a limited number of providers. Online Care improves access by connecting consumers with providers statewide.
Disability/Immobility - Many people face physical difficulties due to disability, frailty, or post-surgical immobility, especially with our growing elderly population. With Online Care, consumers can easily and conveniently speak with a provider without having to physically travel to the provider’s office.
Uninsured - About 8 percent of the people in Hawaii do not have health care coverage, yet they need reliable access to health care. Online Care is a convenient health care option for the uninsured. It is also an easy, efficient way for the uninsured to maintain relevant health information in one centralized location.
If you have further questions or concerns, you may call our 24/7 customer support line at 948-6013 or 1 (866) 939-6013 toll-free on the Neighbor Islands.