Alerts or Latest Updates
03/02/2026: Effective May 1, 2026, the base visit length for behavioral health services on HMSA’s Online Care® will be updated from 20 minutes to 37 minutes. This change aligns with the time spent during the most commonly used Current Procedural Terminology (CPT) code for a short session. Your reimbursement rate and HMSA member benefits won’t change for the base visit or extended time. The base visit length of up to 37 minutes will be paid the base rate with an option to extend the visit up to 60 minutes. Visits between 38-60 minutes will be paid the extension rate.
01/01/2026: 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. For more information, visit HMSA Online Care for QUEST Members.
12/05/2025: Payments for services delivered on using Online Care will now be processed through HMSA’s claims system. Below are resources to support you in this transition. If you have questions, please contact HOCClaims@hmsa.com.
About HMSA Online Care
Online Care provides a platform for qualified HMSA healthcare providers to connect with patients and deliver telehealth services through a secure live video portal. Online Care allows providers and health care professionals the ability to expand services and see patients virtually in a confidential platform. With Online Care, you’ll receive:
- Simple claims processing
- Fee-for-service payments
- E-prescribing
If you have questions, please email HOCInfo@hmsa.com, or call 1-866-939-6013 toll-free to speak with an Amwell® representative.
How to Join
To become an Online Care provider, HMSA providers must:
- Have a PPO and QUEST contracts with HMSA and be HOKU registered.
- Have a Trading Partner Agreement to initiate electronic transactions with HMSA.
- Be enrolled in HMSA’s HHIN+.
- Have adequate hardware, software, and broadband access. Review the Systems Requirements Guide.
- Be willing to agree to the Online Care provider terms of use.
If you meet the above criteria, please email HOCInfo@hmsa.com with your name, email, provider type and primary location associated with your tax ID to receive your Online Care specific provider ID and additional enrollment information.
Getting Started with Online Care
Setting your Availability and Scheduling Appointments
To help patients have the best experience on Online Care, we highly recommend reviewing these guides to help you set your availability and schedule visits.
- How to See Patients through an On Demand Visit
- How to Decline a Visit with a Patient
- How to Log Out of an On Demand Session
- How to Change Practices & Identify Practices
- How to Schedule Appointments for your Patients
- How to Set your Calendar Availability
- How to Cancel a Visit
Setting your Availability and Scheduling Appointments Training Videos
- How to See Patients on Demand
- How to Schedule Appointments for Established Patients
- How to Set Your Calendar Availability
- How to Set Recurring Calendar Availability
- How to Cancel a Visit
Online Care Payments*
*In the third quarter of 2025, payments for services delivered using Online Care will be processed through HMSA’s claims system to ensure compliance with federal and state regulations. Please note that until Online Care has been cutover to claims, services rendered using Online Care will continue to be paid weekly directly through the system.
After Online Care has been moved to claims, Online Care providers will receive payments in two ways:
- All HMSA member visits are processed through HMSA’s claims system and paid via the claims system.
- HMSA member copayments, visits with non-HMSA members, and coupon code payments are collected directly in the Online Care system and deposited into the provider’s bank account weekly.
Here's a guide to help you reconcile your Online Care payments:
LYRA Portal for Claims Payments
LYRA is a secure provider portal to access claims information submitted on Online Care via Change Healthcare, Amwell's claims clearinghouse vendor.
- LYRA Provider Portal Training Video
- LYRA Provider Portal Set Up Instructions
- How to use LYRA Provider Portal
- LYRA User Manual - Request for Additional Information (RAI) Instructions
Copayments and non-member Payments
To be paid for copayments, non-member payments, and coupon code payments, be sure to set up your direct deposit and bank account information.
- HOC Direct Deposit & Bank Account Set Up for One Practice
- HOC Direct Deposit & Bank Account Set Up for Multiple Practices
- Earnings Activity Report
- HOC Provider Manual Reimbursement Form
Provider FAQ
Questions? Please review the FAQ guides below.
Patient Information
Help your patients enroll in Online Care by sending them to https://hmsa.com/well-being/online-care. Patients can also enroll by downloading the free mobile app.
Questions?
Email HOCinfo@hmsa.com
Note: We will be updating this site regularly. Please check back for the most current information.