Get Help with the Bridge Program

Below is a list of our most frequently asked questions. Please review the answers to help address your needs. For additional questions, email bridge@kp.org.

For questions directly related to the Bridge Program, please review the following:

Have you recently applied for the Bridge Program and need to know your application status?

Call the Member Services Contact Center (MSCC) at 1-888-865-5813, TTY users call 711, Monday through Friday, 7 a.m. to 7 p.m. EST. Be sure to provide the representative your name, date of birth, and the date you applied.

NOTE: Allow 30 business days for your application to process. If it has been less than 30 days, you will be asked to call the Member Services Contact Center back to receive the status.

Do you have questions about a letter or a call you received from the California Service Center (CSC) regarding missing information?

Call the Member Services Contact Center (MSCC) at 1-888-865-5813, Monday through Friday, 7 a.m. to 7 p.m.

You may submit missing documents via the postage-paid envelope provided with the Missing Information letter. You may also email or fax the documents to:

Email: CHC-Applications@kp.org
Fax: 858-614-3344

NOTE: Missing information must be submitted to the California Service Center within 7 days or the application will be denied.

I have received my acceptance letter in the mail, but not my membership card, and my effective date for coverage has started. Can I start scheduling appointments?

If accepted, you may use your acceptance letter to begin receiving services until your member card arrives. This letter includes your Health Record Number and effective date. Please present this letter with your photo ID at appointments. Your member card usually arrives within 30 days of approval.

Are you interested in applying for the Bridge Program?

If you are interested in applying for the Bridge Program, please work directly with one of the approved community partners listed on our website. Click here for a list of our current partners and their contact information. You can apply for this program during the annual open enrollment period, which is November 1 – December 15.

Outside of open enrollment, you can only apply for coverage if you have a triggering event (such as a marriage, divorce, or job change). Click here to learn more about the Special Enrollment Period (SEP).

Note: Enrollment into The Kaiser Permanente Bridge Program is limited; Kaiser Permanente reserves the right to stop accepting new enrollments at any time without prior notice.

Do you need to make changes to your account such as cancelling your Bridge membership, changing the name on your account, or updating your mailing address?

Please complete the Account Change Form or contact Member Services at 1-888-865-5813. All requests must be made by the subscriber.

Do you need to add a dependent to your plan?

Please complete the Account Change Form. You can only add dependents outside of the Open Enrollment period if they have a triggering event (such as a marriage, divorce, or job change).

Additional program questions?

For additional information not found on the website, contact the Bridge email at bridge@kp.org. Please allow at minimum 2 business days for your message to be returned.

For questions related to your Kaiser Permanente membership, coverage, benefits, or billing, please review the following:

Would you like to make or cancel an existing appointment?

Call the Appointment Hotline directly at 404-365-0966 OR make sure you have set up your Health Manager account at www.kp.org where you have secure 24-hour access to your health record online.
* Schedule, request, cancel, and view appointments
* Email your doctor’s office
* Review past office visits
* View most lab test results
* Order prescription refills and view current medications
* View Immunization history

Please note: If you are not able to keep your scheduled appointment time at one of our Kaiser Permanente facilities and do not give us 24-hour notice, you will be charged a $25 missed appointment fee by your physician’s office. This fee is not covered by the Bridge subsidy.

Do you have questions regarding your current benefits?

Please contact the Member Services Contact Center at 1-888-865-5813 to request benefit information about your KPGA Gold 500/20 or KPGA Signature Gold 500/20 plan. Be sure to have your Health Record Number available.

Do you believe your Bridge program membership was incorrectly terminated and wish to file an appeal?

Please submit a written request for appeal with Health Record Number to:

Mail: California Service Center
Attn: CHC
PO Box 23127
San Diego, CA 92193-3127
Email: CHCO-georgia@kp.org
Fax: 1-855-355-5334

Do you need to speak with a representative regarding payment for a bill from an external non-Kaiser provider, a denied claim, or need to pay a co-pay?

Please contact Patient Financial Services at 404-949-5112 and have your Health Record Number available.

Have you been incorrectly billed at one of our KP facilities?

Please scan and send your receipt to bridge@kp.org to obtain a reimbursement. Please include your full name, date of birth, and Health Record Number.

For questions related to your Bridge program membership ending, please review the following:

Can I reapply for the Bridge Program?

Yes, you may reapply for the Bridge Program during the Annual Reapplication Period (August 1 – September 15). You will receive the Reapplication Packet in the mail in early August. You may also request a PDF version of the form from your community partner or email bridge@kp.org. Please Note: You must continue to meet all the eligibility criteria for the program. You will need to obtain a community partner verification letter from your community partner and submit current income documents.

What if I miss the Annual Reapplication Period?

If you do not complete and submit the reapplication form by the September 15 deadline, you can still apply during the Annual Open Enrollment Period (November 1 – December 15). Contact your community partner to get the correct enrollment materials and to assist you with completing your forms.

What are my options for getting coverage if I no longer qualify for Bridge?

You can sign up for a new plan during the yearly open enrollment period, which begins November 1, and ends December 15.
For more information about Kaiser Permanente health plans, visit buykp.org or call the Member Service Contact Center at 1-888-865-5813, TTY users call 711, Monday through Friday, 7 a.m. to 7 p.m. EST.

Visit healthcare.gov or call 1-800-318-2596 to learn more about the Marketplace and sign up for a Kaiser Permanente plan or another provider’s plan.

See if you qualify for financial help through the Marketplace. Eligibility depends on how much money you make and your residency status.
Find in-person help from an assister, agent, or broker in your community at LocalHelp.HealthCare.gov.
Call 1-888-865-5813 to request a reasonable accommodation at no cost to you if you have a disability.

Apply for Medicaid or PeachCare for Kids®.

Eligibility depends on how much money you make and other state-specific requirements.
Please visit kp.org/medicaid/ga to learn more.