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FREQUENTLY
ASKED QUESTIONS |
How do I contact the Managed Care Support Contractor (MCSC) for the TRICARE North Region?
The MCSC for TRICARE North is Health Net
Federal Services. You may call 877-874-2273, visit the TRICARE
Service Center at 273 Main Street in Highland Falls or visit the
website at
www.HealthNetFederalServices.com.
How do I enroll to a Primary Care Manager (PCM) at Keller?
If you are already enrolled in
TRICARE Prime, you can change your PCM in one of three
ways:
- To visit the local TRICARE Service Center to
change your enrollment in person, set your GPS to:
273 Main Street, Highland Falls, New York, 10928
- To
mail a PCM change form to Health Net Federal Services, download
a form:
Mail in PCM Change Form
To
change your PCM via the Internet, click
here for
Beneficiary Web Enrollment
If you are enrolled in TRICARE Prime in the TRICARE North
Region, you have a 4th option for changing your PCM. You
can call Health Net Federal Services at 877-874-2273 and
follow the phone menu to Enrollment. To enroll in TRICARE
Plus or to change, contact Keller’s Health Benefits Advisors
at 845-938-4838.
How do I make an appointment at Keller?
To make an appointment at Keller, contact the Appointment Center
at 845-938-7992 or 800-552-2907. Except for Federal holidays, the
Appointment Center is open Monday – Friday, from 7:00 am to 5:30 pm.Primary care appointments can also be
booked online at
www.tricareonline.com
What should I do if my provider refers me to specialty care?
If the care is available at Keller,
contact the Appointment Center at the numbers listed above. If
the referral is for civilian medical care, you will receive
written authorization within 5-7 days for routine specialty
care. After 72 hours you may call Health Net Federal Services
at 877-874-2273 to receive advance notification. For all ASAP
specialty referrals deferred to the TRICARE network, you will
receive a phone call from the Referral Center with your
appointment date/time.
How can I tell if my civilian medical claims have been paid?
Contact Keller’s Health Benefits
Advisors at 845-938-4838 or call Health Net Federal Services at
877-874-2273. You can also register to check your claims online
at
www.mytricare.com.
What should I do if I have problems with claims for civilian medical or dental care?
Contact Keller’s Health Benefits
Advisors at 845-938-4838 for assistance. They also serve as
Debt Collection Assistance Officers, solving issues for
beneficiaries who are in debt collection or have an adverse
credit rating because of unpaid civilian medical claims.
How do I get information about my medical and dental benefits?
Contact Keller’s Health Benefits Advisors at
845-938-4838 for information about your TRICARE medical and
dental benefits and programs.
- You can also visit Health Net Federal Services
website at
www.HealthNetFederalServices.com
or call 877-874-2273 for medical benefits
information.
- For information on the TRICARE Dental Program for
Active Duty Members and Active Duty Family Members, call United
Concordia at 800-866-8499 or visit the website at
www.ucci.com.
Be sure to
click on the TRICARE Dental Benefits icon.
- For information on the Retiree Dental Program,
call Delta Dental at 888-838-8737 or visit the website at
www.ddpdelta.org.
Is there a TRICARE Handbook?
The TRICARE Handbook is available online only. Please visit
the TRICARE Management Activity website at
www.tricare.mil. Enter the website as a Beneficiary and
complete the profile to ensure that you obtain information for
your beneficiary status (TRICARE Standard or Prime, Active Duty
or Retired, Sponsor or Family Member, etc)
How can I
request a copy of my Medical Records?
Patients may request a copy of their medical record. To obtain more information, please call 845-938-4727/6081. Feel free to visit our office currently located on the 1st Floor, Rm 1E27.
All DoD Medical Records are the property of the United States Government. In order to maintain proper maintenance and documentation of continuity of care, all medical records of active duty, retirees, and their family members must be turned in upon assignment to West Point, NY. Both in-processing and out-processing are done Monday through Friday from 0730-1615 hours in the Outpatient records room on the ground floor. Patients may request a copy of their medical record. To obtain more information, please call 845-938-4727/6081. Feel free to visit our office currently located on the 1st Floor, Rm 1E27. You are authorized one free copy of your medical records and it may take up to 30-days. The hours of operation for the Release of Information (ROI) section are Monday - Friday 0715 until 1615. You do not need to pick-up your records prior to your appointment; an outpatient records staff member will deliver records to appointment, if deemed necessary.
Medical Records Reminder - Due to new government policies and strict revised Federal regulations, patients receiving treatment at Keller Army Community Hospital are no longer permitted to hand carry or maintain their medical records.
Patients will need to go directly to the clinic for their appointment and a KACH staff member will ensure the medical records are available for the healthcare provider at the time of treatment.
Closed Outpatient Medical Records Tracking System:
Keller has implemented a Closed Outpatient Medical Records Tracking System. DoD has mandated that all Military Treatment Facilities collect, store, and electronically track all outpatient records. Medical records are needed in order to document care received, file important medical documents, meet The Joint Commission (TJC) requirements, and for 3rd Party collections and legal reasons. We need your support! You are requested to turn in your outpatient medical record to the Outpatient Records Room located on the ground floor as soon as possible. Informaiton on how to obtain a copy of your medical information is available calling 845-938-4727/6081. If you have questions or concerns, contact the Chief of Patient Administration Division, at 845-938-6828.
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