Frequently Asked Questions

Q: How do I receive a replacement identification (ID) card?
A: Contact Customer service at 410-424-4450 or 1-800-261-2393; or request one online, through your HealthLINK account. Please allow 7-10 business days for your ID card to arrive.

Q: What is HealthLINK@Hopkins?
A: It's our online health information portal. It is free to use and allows you secure access 24/7 to your health information. We have a FAQ and log on instructions avalaible, click here to get started.

Q: How do I obtain a listing of PCP's and Specialists that participate with EHP?
A: Use the Provider Search link on this Web site or if you need additional assistance contact Customer Service at 1-800-261-2393 or 410-424-4450.

Q: How do I change my Primary Care Physician (PCP)?
A: You can change your PCP by calling an EHP Customer Service Representative at 1-800-261-2393 or 410-424-4450 or by filling out and faxing back the Change Your PCP form. Your PCP change will become effective the first day of the month following the date you request the change. Females who are age 14 years or older may choose an OB/GYN as their PCP for obstetrical or gynecological care in addition to their regular PCP (their internist, family physician, or pediatrician) for all other care.

NOTE:If you do not select a PCP, you will not receive any benefits under the Johns Hopkins JHHSC/JHH, and the Howard County General Hospital (HCGH)?Basic Plans.

Q: When should I go to the emergency department and how are emergency services covered?
A: An emergency medical situation is one in which a prudent layperson determines that immediate care is needed as the result of a sudden and serious illness or injury; and care is required to prevent:

• permanently placing your health in danger;
• causing other serious medical consequences;
• causing serious impairment to bodily functions; or
• causing serious permanent dysfunction of any bodily organ or part.

For treatment of an emergency medical situation as described above, your care will be covered, regardless of whether or not the emergency room facility participates in the EHP Network. ER co-pays will be waived if you are admitted. However, if you go to the emergency room for services that are not deemed sudden and serious, payment will not be made.

Q: Is my newborn automatically enrolled?
A: No, if you have a new baby you must enroll the newborn within 30 days from the date of birth. Please contact your Benefits Service Center or your Human Resources Office to do so.

Q: Who do I contact to change my personal information?
A: Please contact your Benefits Service Center or your Human Resources Office.

Q: How do I keep my child covered if she/he is an adult but also a full-time student?
A: Some EHP employer groups allow coverage for overage dependents until age 26 without proof of full-time student status. Please review your SPD or contact an EHP Customer Service Representative at 410-424-4450 or 1-800-261-2393 if you are uncertain of the guidelines for your specific plan. If necessary, please forward proof of full-time student status to Johns Hopkins Enrollment, 6704 Curtis Court, Glen Burnie, MD 21060.

NOTE:Failure to provide this documentation will result in termination of coverage for the overage dependent. You are required to notify your Benefits Service Center or your Human Resources Office.

Q: Who has access to my personal health information (PHI)?
A: The employees at EHP, who have signed confidentiality agreements, have access. You may also complete an Authorization For Use Or Disclosure Of My Protected Health Information form, which allows anyone you choose to access your information, e.g. spouse, adult child, etc. Please see the HIPAA Privacy page for further information and forms.

Q: When do I need to submit claims?
A: If you receive care from an in-network provider, that provider will submit the claim. However, if you receive out-of-network care, you are required to pay for the service then submit a claim form as soon as possible to Johns Hopkins EHP for reimbursement. You have one year from the date of service to submit your receipts. These forms are available online,?or?at your Human Resources office, or by calling Johns Hopkins EHP Customer Service. Fill out the demographic information and attach a copy of the receipts or invoices associated with the claim to the form. It's absolutely necessary to include all receipts and invoices in order for Johns Hopkins EHP to properly process the claim. Submit your claims to: Johns Hopkins EHP, 6704 Curtis Court, Glen Burnie, Maryland 21060 or fax the claim to 410-424-4611.

Q: How do full time students submit eligibility information?
A: Student eligibility information is faxed to 410-424-4881.