IMPORTANT!

Kaiser Permanente participates in QUEST Medicaid because we want to help make our communities healthier. At this time, no changes have been made to Kaiser Permanente’s QUEST Medicaid program. You can still see your doctors and get the care you need. If you have any questions, please contact Kaiser Permanente Member Services at toll free 1-800-651-2237 (toll free TTY for the hearing/speech impaired 1-877-447-5990), Monday - Friday, 7:45 a.m. to 4:30 p.m, except state holidays.

REMINDER! Has your name, address, phone number, or email changed? Please update your contact information to ensure you continue to receive important benefits information. To make changes, you may log in to your account at medical.mybenefits.hawaii.gov or call us at either 808-432-5330 or 1-800-651-2237 (TTY 711). Mahalo!

QUEST Benefits

Find out more about the services & benefits of Kaiser Permanente’s QUEST Integration program. The documents listed below are available in paper form without charge and will be mailed to you upon request within five (5) business days. Please contact customer service to request a free copy.

QUEST Handbook

Get more information here QUEST member handbook. The member handbook is also available in paper form without charge and will be mailed to you upon request within five (5) business days. Please contact customer service to request a free copy.

Drug Formulary

Find Kaiser Permanente's QUEST Integration Drug Formulary here Drug Formulary.

Find Machine-readable file information for Hawaii Medicaid-CHIP here https://healthy.kaiserpermanente.org/hawaii/pages/technical-information.

Provider Directory

Find out about our QUEST Integration providers here Kaiser Permanente HMO Provider Directory . This directory is current as of June 2025. For the latest information, please visit Find Doctors and locations.

If you qualify, you may be able to get services from our Long-Term Services and Support Providers or Community Integration Services Providers. The provider directory can be found here Long-Term Services and Support and Community Integration Services Providers Directory. This directory is current as of June 2025.

The provider directory is also available in paper form without charge and will be mailed to you upon request within five (5) business days. Please contact customer service to request a free copy.

Find Machine-readable file information for Hawaii Medicaid-CHIP here https://healthy.kaiserpermanente.org/hawaii/pages/technical-information.

Advance Health Care Directive

At Kaiser Permanente Hawaii, we support your right to make decisions regarding your health care. We want to know how to manage your health care when you can no longer tell us. In fact, we encourage you to make these important decisions now, when you’re healthy. With an advance health care directive, you can take charge of your health care and help ensure that your wishes will be respected.

By putting your wishes in writing, you can be sure that your family and health care team will know what to do if you become unable to make decisions for yourself. By clarifying your wishes when you’re able to think clearly about them, you free your family from having to make difficult decisions for you. Your completed document(s) will be available 24 hours a day from Kaiser Permanente.

All staff and physicians shall make every reasonable effort to educate members regarding advance health care directives, actively support the preparation and execution of written directives, and honor oral and written instructions in accordance with applicable law and organizational policy.

Although there are no institutional conscientious objections put in place by Kaiser Permanente Hawaii, our health care providers may decline to comply with an individual’s advance directive for reasons of conscience. In cases where an individual’s advance directive is contrary to generally accepted standards of medical care, our health care providers and facilities may decline to comply with it. However, if the provider or facility refuses to comply, they must:

Promptly inform the patient and any decision maker for the patient.
Provide continuing care until a transfer can be arranged.
Assist in the transfer of the patient to another health care provider or institution that is willing to comply with the instructions.

If you want more information, or to request a forms packet, please contact our QUEST Call Center at 808-432-5330 (Oahu), 1-800-651-2237 (neighbor islands), or 711 (TTY).

Complaints concerning noncompliance with the advance directive requirements may be filed with the Hawaii State Department of Health, Office of Health Care Assurance, 601 Kamokila Blvd., Room 395, Kapolei, Hawaii 96707.

Click this link to find the form for Advance Health Care Directive. There are no services we object to based on moral or religious grounds. Additional information on Hawaii's state laws related to Advance Health Care Directives can be found in the link here Advance Health Care Directive law. For more information on Life Care Planning clink on this link: Life Care Planning | Kaiser Permanente.

Prior Authorization

If you are a member, or the parent of a child who is a member, click on this link to access your Prior Authorizations online.

Telehealth

If you want to find out how to safely see your doctor without leaving home, click on this link to access the Telehealth brochure online.

Health Coordination

Health coordination is available to members with special health care needs who live in a home, community setting, or long-term care facility.

Do you qualify?

808-432-5330
1-800-651-2237 (toll free)
1-877-447-5990 (toll free TTY for the hearing/speech impaired)

How can I reach my Health Coordinator?

808-432-5330
1-800-651-2237 (toll free)
1-877-447-5990 (toll free TTY for the hearing/speech impaired)
Or by Email at kpquest@kp.org. We will respond to email by the close of the next business day.

Health Action Plan (HAP)

If you are a member, click on this link to access your Health Action Plan online. If you are not a member or if you are the parent of a child who is a member, please call your service coordinator at 808-432-5330 or email us at kpquest@kp.org to request a copy.

Explanation of Benefits (EOB)

If you are a member, click on this link to access your Explanation of Benefits online. If you are not a member or if you are the parent of a child who is a member, please call Customer Service at 808-432-5330 or email us at kpquest@kp.org to request a copy.

Get After-Hours Advice

We have registered nurses available to give you medical advice when you need it. Please call the 24/7 Advice Line at 1-833-833-3333, 711 TTY for hearing/speech impaired. the Advice Line is available 24 hours a day, 7 days a week.

Change Information

To tell us about a name change, a change in family size, a change in PCP or to request a change in service coordinator, please use the information below.

Contact Us

For more information about Kaiser Permanente QUEST benefits and services, please call our customer service at:

808-432-5330
1-800-651-2237 (toll free)
1-877-447-5990 (toll free TTY for the hearing/speech impaired)
Or by Email at kpquest@kp.org. We will respond to email by the close of the next business day.

Medicaid Ombudsman Program

Koan Risk Solutions, Inc. is contracted with State of Hawaii Department of Human Services (DHS) to review concerns and complaints against Medicaid Health Plans. You can call the Medicaid Ombudsman office at the numbers below:

Toll-Free 1-888-488-7988
Oahu 1-808-746-3324
Members who are deaf, hard of hearing, speech impaired call 711 (TTY)

Or you can visit: http://www.himedicaidombudsman.com

Kaiser Permanente Hawaii - Doctor with young girl and mother

Your benefits at Kaiser Permanente include services to keep you healthy and to prevent serious medical problems. Some healthy lifestyle habits can also go a long way toward keeping you well and adding years to your life. These healthy lifestyle habits include not smoking; eating a low-fat, high-fiber diet; wearing seatbelts; and getting regular exercise.

Children and adults of different ages have different needs. One of the primary focuses of Kaiser Permanente QUEST is to ensure timely preventive health care and medical treatment to children. Our Early and Periodic Screening, Diagnostic, and Treatment (EPSDT) program provides quality and comprehensive health care through primary prevention, early intervention and diagnostic, and medically necessary treatment of conditions. This special program is for individuals under age of 21. These medically necessary services, including behavioral therapy for children, are provided at no cost to you. The behavior therapies include intensive behavioral therapy for children with autism spectrum disorder (ASD) that include applied behavioral analysis (ABA) for the treatment of children with an autism spectrum disorder (ASD) diagnosis.

In addition to medical and behavioral health care, QUEST members are eligible to receive help from a Service Coordinator (nurses and/or social workers). The team visits homebound members, monitors compliance with health screening for children, identifies the needs of those who are high risk, provides health education, and arranges transportation and makes referrals to community agencies when necessary.