Are online customer account services free?
Yes. Kaiser Permanente does not charge for the use of its online customer account services.
When can my clients begin using online account services?
Your clients can preview our online account services by taking our tour. At the end of the tour, they can download a user ID request form and fax it to the number listed on that form. They should receive their user ID and an access code in the mail within seven business days, allowing them to begin using the service. For security purposes, we will only mail the user ID and password to the client.
Do my clients have to go online for all their transactions?
No. Were offering your clients online tools as an additional, convenient way to work with Kaiser Permanente and to make health plan benefits administration easier. Your clients will still be able to call the Kaiser Permanente membership administration number listed on their bill. A representative will be happy to assist them.
Can my clients create additional user IDs for other administrators?
Yes. We will provide your clients with one user ID that gives them administrator privileges. They can create additional user IDs with various privileges depending on the responsibilities of new users. They will find this function under the Account Access drop-down menu within the account services feature.
Are enrollment changes completed immediately?
Demographic changes and member terminations are completed immediately. That means they are registered on our system when users press the Submit button. For some enrollments where the online system cant match the enrollee to an existing record with 100 percent accuracy, the information will be sent to a membership administration account service representative for manual processing to be completed within 48 hours.
Can my clients use online account services to handle COBRA and Medicare enrollments?
COBRA enrollments can be processed using online account services, if the client manages their own COBRA population. This feature is not available if the client uses a third party administrator or Kaiser Permanente bill and collect COBRA plans. For information on Medicare enrollments, please contact your Kaiser Permanente group representative.
Will my clients still receive a paper bill?
If your clients currently receive a paper bill, they will continue to receive a paper bill.
Will my clients employees have access to online account services?
No. Online account services are designed for your clients to manage their health plan accounts. However, your clients employees who have selected Kaiser Permanente as their health plan can use kp.org to:
- E-mail their doctor's office
- View current lab results
- Request appointments
- Refill prescriptions
- View past office visit information
- Access many other useful features