Quest Integration

At Kaiser Permanente, we believe in total health. Our KP QUEST Integration program launched on January 1, 2015, brings our eligible members additional services to improve their overall health and well-being.

As a provider of services to our members, you are a critical part of our extended care team. You help our Members live healthier lives.

Provider resources

We want to make our providers’ transition to our new QUEST Integration plan as simple as possible. That means you can continue to contact the same KP Partners you do today. For any operational inquiries related to QUEST Integration, please call 808-432-5330 (Oahu) or Toll Free at 1-800-651-2237.

If you have any other questions or concerns, please call our Customer Service Center Department at 808-432-5330 (Oahu) or Toll Free at 1-800-651-2237, (1-877-447-5990 TTY hearing/speech impaired), Monday-Friday, 7:45 a.m. to 5 p.m. or Saturday,
8 a.m. to noon.

We encourage you to utilize our Online Affiliate tool which provides self-service capabilities such as:

• Verifying member eligibility, demographics and benefits
• Referral authorization inquiry and referral request
• Access to certain member chart information
• Request access to Online Affiliate.
  
  

For updates to your demographic information (NPI, Address, Phone Number, etc.), please send your updates to ProviderDemographicsHawaii@kp.org.

We thank you for your participation and look forward to working with you.

Authorizations and Referral Process

Prior Authorization: Call the Kaiser QUEST Integration Service Coordinator at (808) 432-5330 or 1-800-651-2237.
Fax: (808) 432-5260.Referral Process is used for medical related services:
Kaiser Authorization Department for Plan Referral Phone at:
Phone: (808) 432- 5687, Fax: (808) 432-5691,
Alt Fax: (808) 432-5667.

Quick Reference Guide

Contacts

Claims Customer Service

Contact Claims Customer Service for general claims information and billing questions, claim payment status, claims submission.

Monday – Friday 8:00 am – 4:30 pm
Oahu: 808-432-5330
Toll Free : 1-800-651-2237
Fax: 1-808-432-5433

Customer Service

Contact Customer Service for general eligibility questions and benefit verification.

Monday – Friday 7:45 am – 5:00 pm
Saturday – 8 am – 12 pm
Oahu 1-808-432-5330
Toll Free 1-800-651-2237
Hearing or Speech Impaired Toll Free:1-877-447-5990 (TTY)
Fax: 1-808-432-5300

Emergency Hotline

For emergency transfers to Kaiser Permanente Moanalua Medical Center & routine transfers after clinic hours:

(808)-643-6364
24 hours

QUEST Integration Service Coordinator

Phone: 808-432-5330 (Oahu) or 1-800-651-2237 (Toll Free)
Fax: 1-808-432-5260

Newsletters

Quest Integration Program
October 2014 Newsletter
April 2015 Newsletter
April 2016 Newsletter
April 2017 Newsletter
April 2018 Newsletter
April 2019 Newsletter
April 2020 Newsletter
June 2021 Newsletter
May 2023 Newsletter
April 2024 Newsletter

QUEST Integration – Reporting Overpayments and Refunding Kaiser Permanente

A QUEST Integration (Medicaid) overpayment is a payment that exceeds the allowed payment for services specified in the QUEST Integration contract.

Overpayments may occur when a service is submitted under an incorrect patient’s name or member number, another insurance payor is identified, incorrect services are reported, or any payments received in error.

If you discover that you have received an overpayment, you must notify us in writing of the reason for the overpayment and return the overpaid amount to us within 60 calendar days after identifying the overpayment as follows:

• Include a copy of the Explanation of Payment (EOP) for each overpayment and highlight the overpaid amount.
• Enclose a check payable to Kaiser Foundation Health Plan in the amount of the overpayment.
• Provide the following information itemized for each member:
  • Reason for the overpayment refund 
  • Date overpayment was identified 
  • Patient name 
  • QUEST Integration member number and Medical Record Number (MRN) 
  • Claim number 
  • Date of service 
  • Date of payment 
  • Overpayment amount

Mail the EOP, check and itemized information to:

Kaiser Foundation Health Plan

Attention: Hawaii Regional Claims Recovery P.O. Box 745820

Los Angeles, CA 90074-5820