HMSA Online Care for QUEST Members

Information about changes to HMSA’s Online Care access for QUEST members

Effective April 1, 2026, HMSA will discontinue HMSA’s Online Care® platform for QUEST (Medicaid) members and QUEST providers will be encouraged to use alternative telehealth platforms. Telehealth will still be a reimbursable service, but it will need to be provided using an alternative platform. This change has been communicated to providers and members.

In accordance with contractual obligations and benefit filings, Online Care will remain available for Medicare and commercial plan members.

FAQs for QUEST providers

Why is HMSA discontinuing Online Care for QUEST members?

• Online Care will be discontinued for QUEST members to ensure the long-term sustainability of the QUEST program. This decision was based on several factors, including financial considerations and that members have access to alternative solutions.

When will Online Care access end for QUEST members?

• QUEST member access to Online Care will end on April 1, 2026.
• Providers should use alternative telehealth platforms or transition QUEST patients to in-person care before the end of March.
• If you have questions, please email PSinquiries@hmsa.com or call 808-948-6330.

How many QUEST members currently use Online Care?

• Approximately 2,500 unique members (about 1.5% of QUEST members) use Online Care, primarily for behavioral health services.

What support will HMSA offer to providers?

• Most providers (about 75%) already use alternative platforms. HMSA will assist the remaining providers in identifying solutions as needed.

Will my patients have a copayment if I see them on a different platform?

• No. Copayments for services provided using telehealth do not apply for QUEST members, regardless of the platform.

Will my patient’s telehealth benefits change?

• No, telehealth will continue to be a reimbursable service. Only the offering of HMSA’s Online Care platform for QUEST members will be discontinued.

Will my reimbursement amount be impacted?

• The standard QUEST fee schedule, available through HHIN+, will apply.
• If you have issues accessing HHIN+, email ETSOutreach@hmsa.com.

Will Online Care be available for other lines of business?

• Yes. Online Care will continue for Medicare Advantage and commercial members per contractual obligations.

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