HMSA’s Online Care

Convenient. Secure. Confidential.

With HMSA’s Online Care®, you can talk with a doctor 24/7, 365 days a year without leaving home. Online Care providers are Hawaii licensed and HMSA credentialed.

Log in to Online Care

If you’re having a medical emergency, call 911 or go to an emergency room.

See an Online Care provider when you need help with your:

Physical health

  • Urgent conditions such as bronchitis or ear and sinus infections
  • Common conditions such as a cold or the flu
  • Chronic conditions such as diabetes, hypertension, and allergies
  • Medication management
  • Diabetes prevention
  • Nutrition education
  • Health and well-being goals

Mental health

  • Emotional support
  • Stress and anxiety management

You must be in Hawaii to use HMSA’s Online Care. Depending on your health plan, you may be charged a copayment.


Sign up now

1. Download the free app.

You can also sign up from your computer2222.

2. Click Sign up

Enter the information exactly as it appears on your HMSA membership card.

3. Create your login

Enter your email address and create a password. Your Online Care login is separate from the My Account login.

4. Complete your profile

Select your health plan, enter your HMSA subscriber ID number, and click Continue.

Need help?

We'll guide you through the process.

Questions? Email HOCinfo@coolvcd918.net or call 1-866-939-6013 toll-free.


Frequently Asked Questions
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General

Who can use HMSA’s Online Care®?

HMSA’s Online Care is available to anyone in Hawaii. You don’t have to be an HMSA member to use Online Care. However, you must be 18 years or older to enroll.

When is HMSA’s Online Care available?

Online Care is available all day, every day of the year. The only exception is for scheduled maintenance work during low-usage periods.

Can I use HMSA’s Online Care while I’m on the Mainland or in another country?

No. Online Care can only be used while you’re in Hawaii. However, you may still get into your account wherever you are. This allows you to print or email records of your Online Care visits while traveling.

Signing up

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How do I enroll in HMSA’s Online Care?

Enrolling in Online Care is easy.

From a mobile device:

  1. Search for HMSA’s Online Care in the Apple or Android app store.
  2. Download and open the free app.
  3. Click Sign Up and enter your information as it appears on your HMSA membership card.
  4. Enter your email address and create a password.
  5. Select whether you have health insurance.
  6. If you have an HMSA health plan, you’ll be asked to select your health plan, either HMSA or QUEST Integration.
  7. Enter your HMSA subscriber identification number and if you’re the primary subscriber. Then click Continue.
  8. If you’re not the primary subscriber, enter the primary subscriber’s first and last names, birth date, and your relationship to the subscriber. Then click Continue.

From a computer:

  1. Go to hmsaonlinecare.com and click Sign Up for HMSA’s Online Care.
  2. Enter the information as it appears on your HMSA membership card, enter your email address, create a password, and click Sign Up.
  3. Add the state that you live in, your birth date and gender, and click Continue.
  4. Select whether you have health insurance and click Continue.
  5. If you have an HMSA health plan, you’ll be asked to select your health plan, either HMSA or QUEST Integration.
  6. Enter your HMSA subscriber identification number and if you’re the primary subscriber. Then click Continue.
  7. If you’re not the primary subscriber, enter the primary subscriber’s first and last names, birth date, and your relationship to the subscriber. Then click Continue.
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How do I add my minor dependents to my account?

To give members under 18 years old access to Online Care, their parent or guardian can add them to their account.

  1. Log on to your Online Care account.
  2. Select Account.
  3. Select Profile.
  4. Click Add My Children under My Children section.
  5. Enter your child’s information as it appears on their HMSA membership card, select whether they have health insurance, and select Add Profile.
  6. If your child is the primary subscriber for their plan, enter their health insurance information as it appears on their HMSA membership card. Then click Add Profile.
  7. If your child isn’t the primary subscriber, enter the primary subscriber’s first and last names, birth date, and your child’s relationship to the subscriber. Then click Add Profile.

Members under 18 years old can also be added to a parent’s or guardian’s Online Care account at the time of their visit.

  1. Log on to your Online Care account.
  2. Start a visit with a provider.
  3. Select who the visit is for. If your child isn’t listed, select Another Child and click Continue.
  4. Enter your child’s first and last names as they appear on their HMSA membership card, birth date, and gender. Then click Continue.
  5. If your child is the primary subscriber for their plan, enter their health insurance information as it appears on their HMSA membership card. Then click Continue.
  6. If your child isn’t the primary subscriber, enter the primary subscriber’s first and last names, birth date, and your child’s relationship to the primary subscriber. Then click Continue.

Do my children over the age of 18 need to have their own account?

Yes. They can create an account on hmsaonlinecare.com or use HMSA’s Online Care mobile app. To get started, they’ll need an email address and their HMSA membership card.

Scheduling a Visit

How do I see a provider?

Urgent care providers are available 24/7 on demand, which means you can meet with them right away. Log in to your Online Care account to see “practice tiles” of various services. Find the practice tile that specifies your type of health plan:

  • Urgent Care, QUEST Integration for Medicaid Members
  • Urgent Care, Employer-sponsored Coverage & Medicare

Behavioral health providers are available by appointment. Click the therapy or psychiatry tile that specifies your type of health plan:

  • Therapy, Employer-sponsored Coverage & Medicare
  • Therapy, QUEST Integration
  • Psychiatry, Employer-sponsored Coverage & Medicare
  • Psychiatry, QUEST Integration

How do I see a provider on demand?

Find the tile that matches your health concern and health plan. Click Visit Now. Click Get Started to see the first available provider. Or select a provider who’s online and click Start Visit.

How do I schedule a visit?

Find the tile that matches your health concern and health plan. Click Schedule then search for available appointments:

  • By date: A list of providers who are available on that date will appear with appointment slots.
  • By provider: A calendar of available dates will appear for the selected provider.

Select your preferred date and time and click Schedule Appointment.

If you need help making or joining an appointment, refer to How to Make An Appointment [PDF] or How to Join an Appointment [PDF]. Or call Amwell at 1-866-939-6013.

Providers

How long is an Online Care session with a provider?

The length of a session depends on the type of provider you speak to.

  • For medical doctors and some specialists: Each session is generally 10-15 minutes.
  • For behavioral health providers, such as psychologists, psychiatrists, and therapists: Each session is 20-60 minutes.

Will the provider be able to see my health information?

You can allow providers to see your health information. This will help you get the appropriate medical care.

Before you start your session, you can agree to let your provider see your HMSA claims history.

What type of providers can I talk to on Online Care?

You can speak to physicians, specialists, and behavioral health care professionals on Online Care.

Can I get prescription medications on Online Care?

Yes. Your Online Care provider can prescribe you medications except controlled substances and some medications for pain, sore muscles, and sexual performance.

How can I find my provider on HMSA’s Online Care?

You can search for a provider by name or specialty type that includes medical care, primary care, specialty care, or behavioral health.

Cost

How much do Online Care sessions cost?

For HMSA members: Your cost is between $0 to $15 depending on your health plan. The cost will show on the page before you begin. It’s also available in your Guide to Benefits in My Account at coolvcd918.net.

For non-HMSA members: Your cost depends on the provider you choose. It will show on the page before you start your visit.

If I don’t stay online for the entire session, will I be charged a lower copayment?

The cost of your visit is not based on the length of time. If a provider ends your appointment early, you won’t be charged for the visit.

How do I pay for an Online Care appointment?

You can pay using an American Express, Visa, MasterCard, or Discover credit card or a debit card that doesn’t require a PIN.
If you don’t have a credit card or debit card, you may use a prepaid debit card that’s registered with your name and address.
If you’re not an HMSA member, you can pay for Online Care with your credit card and submit the claim to your health insurer for possible reimbursement.

Will I be charged more if I use Online Care after hours or on weekends or holidays?

No. The cost will be the same no matter when you connect with a doctor.

Technical requirements

What computer system do I need to use for HMSA’s Online Care?

You need high-speed internet access and a computer that can send video and audio or a mobile phone. Read our System Requirements document for more information.

Where can I get the Online Care app?

Go to the App Store or Google Play to download the free HMSA’s Online Care app. Read our System Requirements document for more information.

I don’t have a computer or a mobile phone. How can I use HMSA’s Online Care?

If you’re an HMSA member and you don’t have a computer or a mobile phone with internet access, talk to your doctor about other telehealth options.

How can I find out if my computer is ready for me to use HMSA’s Online Care?

Log on to your Online Care account and click Test My Computer. Follow the steps to check that your video, speakers, microphone, and internet are properly working.

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How do I change my username?

Your username is your email address. To change your username:

  • Log on to hmsaonlinecare.com
  • Click My Account
  • Select Profile
  • Under Identification, click Edit
  • Enter your new email address and click Save

I forgot my username or password. How do I log in?

Click Forgot Password or Email Address. You’ll receive an email with a link to reset your password.

If you don’t get an email, check your spam or junk folder. If you still can’t find it, email HOCInfo@coolvcd918.net. Include your full name, HMSA subscriber ID number, date of birth, email address, phone number, and a brief description of the issue. We’ll contact you to resolve the issue.

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I’m trying to enroll in HMSA’s Online Care but it says that I’m not an HMSA member. What should I do?

Call 1-866-939-6013 toll-free or email HOCinfo@coolvcd918.net. Include your full name, HMSA subscriber ID number, date of birth, email address, contact information, and a brief description of the issue.

When enrolling in HMSA’s Online Care, it says I’ll be charged a copayment. What should I do?

The cost for Online Care is between $0 to $15 depending on your health plan. To confirm your copayment, check your Guide to Benefits in My Account on coolvcd918.net or call the phone number on your HMSA membership card.

If you receive a copayment notice and believe it’s an error, email HOCInfo@coolvcd918.net Include your full name, HMSA subscriber ID number, date of birth, email address, phone number, and a brief description of the issue. Someone will contact you.

Can I use my coolvcd918.net My Account username and password?

No. You’ll need to set up a unique username and password for your Online Care account.

What should I do if I have questions or need help?

Call 1-866-939-6013 toll-free or email HOCInfo@coolvcd918.net. Include your full name, HMSA subscriber ID number, date of birth, email address, contact information, and a brief description of the issue.

COVID-19

Can I get a COVID-19 test on HMSA’s Online Care?

No, you can’t. However, you can use Online Care to talk to a provider if you have concerns or questions about COVID-19.

If you use Online Care for COVID-19 issues, you won’t be charged a copayment. This applies to fully insured commercial, HMSA Medicare Advantage, and QUEST Integration plan members. Visit coolvcd918.net to learn more.

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