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HealthLINK FAQ

What is HealthLINK@Hopkins?
HealthLINK@Hopkins is a secure, online Web portal for our Johns Hopkins US Family Health Plan members and their in-network providers. HealthLINK@Hopkins allows members to stay up-to-date on their benefits coverage, check claims and referral status, send secure messages to and receive them from Customer Service, request a new ID card, search for a doctor,select a new Primary Care Provider (PCP), and maintain an electronic Personal Health Record (PHR).

How do I register for an account?
On the right side of the homepage you will see a HealthLINK@Hopkins sign-on box. Click “Need to Register?” and follow the instructional screens to register and create a user ID and password. Your password must be nine characters and must contain at least one uppercase letter,one lowercase letter, one number, and one special character, such as #, * or @. Usernames and passwords are case-sensitive.

Remember: your password is private so don’t write it down or keep it in a public space. Once the process is complete, you will be able to access your account. 

Now that I’m logged in, how do I get started? 
Once you’re logged in, you’ll see a welcome message on your homepage. This will change periodically to keep you up-to-date and informed on health issues. Start browsing the site by using the links located in the blue, left-hand navigation bar. They are organized by different sections including My Health, My Health Plans, My Resources, My Providers and My Preferences.

What happens if I can’t remember my password?
When registering for a HealthLINK@Hopkins account, you will be asked to type in a clue to help you remember your password, as well as answer a security question. In the event that you ever forget your password, you will be able to view your clue. If you still can’t remember your password, you will have to call Customer Service directly at 1-877-814-9909 Member option #2. For security purposes, the USFHP customer service function is managed by another company, HealthTrio. HealthTrio’s Customer Service will ask you your security question. If you do not answer correctly, you will be locked out of your account until USFHP is notified and can verify your membership. You will be contacted upon verification and you will be able to reset your password and access your HealthLINK@Hopkins account.

How do I search for a provider?
Click Search a Provider, Under the tab My Health Plans in the blue, left-hand navigation bar.

Why aren't there any results when I search for a provider?
First, make sure you are spelling the provider’s name correctly. If you aren’t sure of the spelling, type in the first three letters and a list will generate all doctors with a last name starting with those letters. You can then browse the list manually. Your search may also be too narrow, meaning there are no providers with your selected criteria within your network. Broaden your search by typing %% in a field or leaving it blank. This will generate all providers within those fields. Lastly, your search may also be too broad, in that there are far too many providers with your criteria for a list to generate. You can narrow your search by selecting an option in a field. A list will generate only those doctors that fit your criteria.

How can I order a new member ID card?
In the blue, left-hand navigation click on Member Information and click on Request ID Card. Select the box next to your name and press Submit. The request will be automatically sent to your Customer Service department who will process the request.

How can I change my Primary Care Provider (PCP)?
Under My Health Plans, click Change PCP. If you know the name or practice of the physician you’d like to choose, type it in. You can search for a new PCP in your area bys electing from the drop down and typing the city, county or zip code in the field to the right. You can also search by the hospital the physician is affiliated with, by the sex of the physician, or by the language the physician speaks. Once you press Submit, browse through the list of physicians and press Select when you find the physician you’d like. This request will go directly to your Customer Service department who will process the request. Approved change requests will take effect the first of the following month. You will also get a new ID card mailed to you within 7-10 days of the approval.

How can I update my address?
Click on Member Information under My Health Plans in the blue, left-hand navigation bar. To change any of your listed information, click Change, make your updates, and press Submit. Your information will be sent directly to Customer Service who will process the change request.

What is a secure message and how do I send one?
A HealthLINK@Hopkins secure message is similar to an email. As a member, you are able to send messages to – and receive them from – the Customer Service Department and your Case Manager (if you are assigned one.) To get started, click on Message Center in the yellow top-right corner of your screen. From there click the New and new message box will open. Click on the Directory link for a list of possible recipient mailboxes. Type the mailbox name of the person or department you’d like to message in the Search For field. The number of unread messages in your inbox will appear next to the envelope symbol in the top right corner. You can view your sent, deleted and inbox mail by clicking Message Center and selecting the appropriate gray tab.      

What is “View Audit”?
This button allows you to see all of your account transactions. If you’d like further information about any of the transactions, write down the complete transaction ID and contact customer service. The customer service numbers can be found below, or you can send a secure message by clicking Message Center in the top right corner of the HealthLINK@Hopkins screen.

How do I allow my doctor to see my Personal Health Record (PHR)?
You are able to grant your physician access to view your PHR but by granting this permission, you are allowing them - and other providers in their practice - to see certain information like past medical appointments, conditions, procedures or events, allergies, and medications, which is all housed in your PHR. To grant permission to view your PHR, click Permissions in the left-hand navigation bar under My Health, and then click on the gray tab labeled Clinician Permissions. You will see a list of areas in your PHR for which you can grant viewing permissions. To add physicians to your Permissions List, click Add. You can then modify the areas that you’d allow them to see by clicking Modify. This permission can be revoked at any time. 

Why do I sometimes see "data unavailable?"
One reason may be that federal and state privacy regulations require us to protect certain information from being shared. Or, the data you anticipated has not been made available to us yet. For specific information about your record, please contact Customer Service. 

Can I see my child’s or spouse’s information if they are under my plan?
No, all members have individual HealthLINK@Hopkins accounts for security purposes. Call Customer Service at 1-800-808-7347 with questions.

Why aren’t my claims appearing?
Claims status takes 2-5 business days to update. If you’d like to confirm receipt or check the status of a claim, you can also call Customer Service.

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