How to use 711 relay to call your health plan

A health-plan page may display a phone number followed by “TTY: 711.” That is a reference to relay access, not a second direct line to the insurer. You still need the number of the department you want to reach and a communication setup you can use.

The FCC’s 711 guide explains that 711 connects a caller with a telecommunications relay communications assistant. In a TTY-based relay call, the TTY user types the number to call. The assistant makes the voice call and relays the conversation between typed and spoken communication.

1. 1.Find the Member Services or other intended department’s number on your plan card or official plan website.
2. 2.Use the instructions for your TTY or other established relay setup to reach the relay service.
3. 3.For a TTY relay call, give the assistant the number you want to reach and follow the relay instructions for the conversation.
4. 4.If you are unsure which setup you need, ask your regional relay service or health plan about available communication assistance before relying on a particular method.

These steps describe TTY relay. They do not mean every ordinary phone has a text display or that a caller must use TTY. The FCC describes several forms of relay based on the person’s needs and equipment.

The FCC’s relay overview describes voice carry-over as an option for someone who wants to speak directly and receive responses in text from the assistant. It requires an appropriate relay setup; dialing a number alone does not create that setup.

The FCC also explains that 711 access does not work for video relay, IP relay, IP captioned telephone calls or captioned telephone service in the same way as TTY relay. Those services have different access methods. Follow the instructions from the service or device you use, and ask its support team if you are uncertain.

Kaiser Permanente’s Washington accessibility page describes working with Washington and Idaho relay services for TTY communication and providing communication assistance. That is a regional example. Use the official Kaiser instructions for your own region and the number on your own member card.

Ask Member Services what communication assistance is available for the conversation you need. Describe your preferred method rather than assuming a particular device or service will be supplied. Your relay provider can also explain the equipment and access instructions for its service.

Tell the health plan or care team what you have been unable to complete, such as arranging a follow-up or understanding a benefits answer. Ask them to explain a usable next step. A navigator may help organize the calls and follow-up questions, while the health plan, relay service or provider arranges the appropriate communication support.

If a practical problem is getting in the way of medical care, explain what you cannot do and what help you have already tried. Community Health Integration (CHI) may help address unmet social needs that significantly limit a provider’s ability to diagnose or treat your medical problem. A benefits question by itself does not establish eligibility. The provider must assess the need, and a qualifying visit and your consent are required.

Navigate Care offers coordination by phone or video. A free introductory call lets us understand your situation and discuss whether our services fit. Provider visits and ongoing navigation are separate and may have costs. With Original Medicare, CHI has the Part B deductible and then 20% coinsurance; other coverage may reduce your share. We explain expected costs before you decide. Outside assistance programs have their own requirements and availability.