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FAQ

What is Coreo?

Coreo is a web-based platform that centralizes patient information from medical and dental claims. As the platform underlying HMSA Connected CareSM, it gives primary care providers (PCP) and dentists real-time access to information about diagnoses, prescriptions, and care gaps.

What can I view in Coreo?

In Coreo you can access:

  • HMSA patient population.
  • Oral Health for Total Health patient population.
  • Your patients’:
    • Medical information.
    • Prescription information.
    • Medical care opportunities.
    • Dental care opportunities.

How do I access Coreo?

You will need to be registered to use Coreo. If your email address is on file with HMSA, you may have been pre-registered and would have received a registration confirmation email from “Coreo Support HI.” If you are uncertain about your registration status, contact your network manager.

If you have not been pre-registered, you can register here. After you submit the form, you’ll receive an email from Coreo Support HI within 24-48 hours:

  • First email: Includes the Coreo login link.
  • Second email: Includes your username.

If navigating to the Coreo login screen without referring to your credential email, you may enter coreohealth.com into your web browser. Google Chrome and Safari are the preferred browsers when accessing Coreo.

When logging into your Coreo account for the first time, you will be required to setup your password by selecting ‘Forgot Password’ on the login screen. Once you enter the email address associated with your Coreo account, the system will automate a password recovery email to the same email address. The password recover email will be sent form “lightbeam-noreply”. Select the password recovery link within the email and you will be prompted to create your new password.

If you need help, call the Coreo help desk at 808-892-3428 on Oahu or 1-888-600-4672 toll-free. Or email coreosupporthi@navvishealthcare.com.

Will my password expire after a certain length of time?

Passwords expire every 60 days. If your password expires, call the Coreo help desk to reset it.

What does it mean when I receive the message, ‘Login Failed. Account is Not Enabled’ when attempting to log in to my account?

This means that your account has been disabled due to inactivity. This will occur when it has been 60 days since the last time you logged into your account. If your account is disabled, please call the Coreo help desk to have your account reinstated.

Why don’t I see all of my attributed patients in Coreo?

Coreo contains data for patients who have both medical and dental plans with HMSA. Patients who have only an HMSA dental plan aren’t included. Also, patient attribution is driven by claims; therefore, you will not see new patients in your patient registry list until you submit a claim for the patient.

What should I do if I notice that a patient has a medical care gap?

We ask that you stress the importance of preventive care with your patient during their visit and encourage them to schedule a checkup with their PCP.

How are dental care gaps identified?

HMSA Connected Care dental measures for patients identify those who haven’t had a cleaning in the current year. Regular cleanings help control oral inflammation and allow you to check for developing issues that can affect overall health.

Dental measures for Oral Health for Total Health program members identify those who haven’t had a nonsurgical periodontal treatment in the current year. This is especially important for these patients since oral inflammation is a known risk factor for people with diabetes or have a history of coronary artery disease (CAD) or stroke.

Why doesn’t the total care gaps in the patient header match the total in the face sheet or care gaps tab?

The count reflects the total number of care gaps for all years of the program.

The total in the face sheet and care gaps tab reflects the number of care gaps for the year that’s selected. See the Care Gap Quick Reference Guide for information.

When viewing medications in the clinical tab, why doesn’t the number of rows match the count next to the medications header?

Please refer to the attached Coreo Medications Quick Reference Guide.

How can I respond to a patient’s concern about me accessing their medical information?

As their dentist, stress how oral health plays an important part in their overall health, especially if they’ve been diagnosed with diabetes or have a history of oral cancer, head and neck cancers, or CAD. Patients who are pregnant should also be warned about the risk of low birth weight or premature babies that can result from poor oral health.

Also, explain that up-to-date information about their health, medical history, and medications combined with the ability to coordinate care with their PCP allows you to make accurate, informed decisions that can help them prevent serious and costly dental and medical issues.

Can I see if my patients have been tested for COVID-19?

Yes, you will be able to see if your patient has been tested for COVID-19 in the clinical tab. You will also be able to see the result of the test. At this time, COVID-19 related information is not displayed on the patient face sheet.

Please be advised that some medical claims are not received for 30-60 days after the DOS and therefore will not be visible in Coreo until the claim is received.

Can I access Coreo from a mobile device?

Yes. Because Coreo is a web-based application, you can connect to it using a mobile device.

Remember to log out of the application instead of just closing the browser when you’re connected from a mobile device.

Who can I contact if I have questions about Coreo?

For general questions, contact your provider network manager:

Ellie Kelley-Miyashiro at 808-538-8933 or Ellie.Kelley-Miyashiro@bshi.net or Jessica Chang at 808-538-8904 or Jessica.Chang@bshi.net.

If you have questions about your account and logging in, call the Coreo help desk at 808-892-3428 on Oahu or 1-888-600-4672 toll-free. Or email coreosupporthi@navvishealthcare.com.