Frequently Asked Questions

Broker

Accessing care

How can new members receive care?

ID cards are mailed to members upon enrollment. If members need to obtain services before receiving their Kaiser Permanente ID card, they should use a copy of their enrollment form and a photo ID.

Online support

Are online customer account services free?

Yes. Kaiser Permanente does not charge for the use of its online customer account services.

Do my clients have to go online for all their transactions?

No. Our online tools are an additional, convenient way to work with Kaiser Permanente and to make the administration of health plan benefits easier. Your clients can still call us for one-on-one customer service.

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 the users.

Are enrollment changes completed immediately?

Demographic and coverage changes are completed immediately. (Coverage changes may include adding a newborn, new spouse, or other dependents, as well as terminations.) Terminations are effective the first day of the following month. When the online system can't match the enrollee to an existing record with 100 percent accuracy, the information will be sent to an account administration representative for manual processing. Our service goal is to process these enrollments within two business days.

Can my clients use online account services to handle COBRA 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.

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:

  • Email their doctor's office
  • View current lab results
  • Request appointments
  • Refill prescriptions
  • View past office visit information
  • Access many other useful features

Filing membership electronically

Can my clients file membership electronically?

Yes. Your clients can file electronically (via diskettes, EDI, tapes). The electronic data interchange (EDI) format is standard between trading partners and is one of the national uniform standards of HIPAA.

Delinquency notices

How do you notify clients who are delinquent on payments?

We've streamlined our billing process to remind your clients to make payments. Your clients will receive:

  • A warning letter that gives them an account balance and due date
  • A termination letter that follows the warning letter if the balance remains unpaid, and tells your clients the date coverage will end

Employer

Accessing care

How can new members receive care?

ID cards are mailed to members upon enrollment. If members need to obtain services before receiving their Kaiser Permanente ID card, they should use a copy of their enrollment form and a photo ID.

Online support

What are online account services?

Online account services are secure features developed to help employers manage their Kaiser Permanente accounts. These services, available at no charge, allow you to do the following:

  • Add or terminate employee and dependent coverage
  • Change employee and dependent demographic information
  • View a list of subscribers and their covered dependents
  • View your balance due
  • View transaction history
  • View your monthly bill
  • Pay your bill
Are enrollment changes completed immediately?

Demographic and coverage changes are completed immediately. (Coverage changes may include adding a newborn, new spouse, or other dependents, as well as terminations.) Terminations are effective the first day of the following month. When the online system can't match the enrollee to an existing record with 100 percent accuracy, the information will be sent to an account administration representative for manual processing. Our service goal is to process these enrollments within two business days.

Will I still receive a paper bill?

If you currently receive a paper bill, you will continue to receive a paper bill.

Will I have to go online for everything?

No. Your online access is an additional, convenient way to work with Kaiser Permanente. We believe it makes the administration of your Kaiser Permanente health care plan easier. You can still call us for one-on-one customer service.

Will this service handle COBRA enrollments?

Yes, you can process COBRA enrollments using online account services. (This feature does not apply to COBRA plans directly billed to the member.)

Will my employees have access to the online account services site?

No. The site is only for the use of your designated company representative to manage your health plan accounts online. Employees who have selected Kaiser Permanente as their health plan can register for a member account on our website, kp.org, to do the following activities:

  • Email their doctor's office
  • View current lab results
  • Request appointments
  • Refill prescriptions
  • View past office visit information
  • Access many other useful features
Can I create an additional ID for another administrator?

Yes. Kaiser Permanente will provide you with one user ID that gives you administrator privileges. That ID allows you to create access codes for those you wish to register and access the site, and to vary their privileges according to their responsibilities.

Filing membership electronically

Can I still file membership electronically?

Yes. Filing electronically is still an option.

Delinquency notices

How will you notify me if I’m delinquent on payments?

We've streamlined our billing process to remind you to make payments.

If you become delinquent, you’ll receive:

  • A warning letter that gives you an account balance and payment due date
  • A termination letter that follows the warning letter if the balance remains unpaid, and tells you the date coverage will end