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Patient Orientation/FAQ

1. I AM NEW TO FORT SILL - HOW DO I OBTAIN MEDICAL CARE?

2. WHAT IS A PRIMARY CARE MANAGER (PCM)?

3. HOW DO I GET AN APPOINTMENT?

4. MY PRIMARY CARE MANAGER HAS WRITTEN ME A REFERRAL TO SEE A SPECIALIST. HOW DO I GET AN APPOINTMENT?

5. WHAT TO DO IF I AM TRAVELING OUT OF THE AREA AND NEED AUTHORIZATION FOR MEDICAL CARE?

6. WHO DO I GO TO WITH QUESTIONS OR CONCERNS ABOUT MY PROVIDER OR HEALTH CARE?

7. DO I NEED TO BRING MY INSURANCE INFORMATION TO MY APPOINTMENTS?

8. HOW DO I OBTAIN MEDICATION REFILLS?

9. WHERE DO ACTIVE DUTY SOLDIERS GO FOR DENTAL SICK CALL?

10. I AM NOT ACTIVE DUTY—HOW DO I OBTAIN DENTAL SERVICES?





1. I AM NEW TO FORT SILL - HOW DO I OBTAIN MEDICAL CARE?

There are two things you must do before obtaining medical care. First, you must update your status in DEERS (Defense Enrollment Eligibility Recording System). Second, you must enroll in TRICARE Prime or transfer your current enrollment to Fort Sill. TRICARE Prime enrollment is mandatory for Active Duty soldiers and voluntary for family members and retirees. Soldiers must take action to enroll within one week of unit assignment. Enroll at the TRICARE Service Center or online at www.humana-military.com.


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2. WHAT IS A PRIMARY CARE MANAGER (PCM)?

After you complete TRICARE enrollment you will receive a letter notifying you of your assigned Primary Care Manager (PCM). A PCM is a healthcare provider who provides for your healthcare needs and coordinates specialty care as needed. If you do not receive notification of your assigned PCM within 45 days after enrolling, please contact the Managed Care Division at 558-2483/3161.


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3. HOW DO I GET AN APPOINTMENT?

We encourage you to register with TRICARE Online (TOL) – www.tricareonline.com where you will be able to make your primary care appointments at your convenience 24 hours a day, 7 days a week or you may schedule appointments with your PCM by calling the Primary Care Call Center at 833-286-3732. One of the booking staff will assist you with your appointment needs from 7 a.m. to 4 p.m., Monday through Friday.


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4. MY PRIMARY CARE MANAGER HAS WRITTEN ME A REFERRAL TO SEE A SPECIALIST. HOW DO I GET AN APPOINTMENT?

If your PCM has referred you for Specialty Care, please be sure all your questions have been answered as to why you are being referred before you leave the clinic. If the Specialty Care your PCM has ordered is available at RAHC, the Referral Management Office will work with you to set up the appointment within the time frame your PCM has requested. If the Referral Management Office has not contacted you within 10 days, for routine appointments, please call them at 833-286-3732 Option 2. Sometimes RAHC can not provide the services you need, or we are not able to obtain an appointment in the required timeframe. In such cases, the specialty request will be sent to Humana Military Healthcare Services for authorization and referral to a civilian provider. You should receive a letter from Humana within 10 working days.

Any-time you are visiting the clinic, please verify that your contact information is updated in the clinic’s computer system to be sure you get your authorization letter. The letter you receive will recommend a particular specialty provider, will give you their phone number to call to book your appointment and include details on how many visits have been authorized. One of the Referral Management Staff will call you and offer to schedule your appointment for you or you may schedule your own appointment. For assistance, please call the Referral Management Center at 833-286-3732 Option 2.


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5. WHAT TO DO IF I AM TRAVELING OUT OF THE AREA AND NEED AUTHORIZATION FOR MEDICAL CARE

If you have an emergent need, please go to the nearest emergency room to receive care. If emergent care is received at a civilian emer¬gency room, please notify the Referral Man¬agement Office of this emergency care within 24 hours so authorization for payment can be made. Failure to do so could cause your claim to be denied and you could be held liable for all costs. Do not seek authorization until after you have received emergency care. If you have a medical problem that is non-emergent you must have an authorization prior to seeking/receiving health care in order to avoid point of service claims. You may speak to one of the nurses in the Referral Management Office during normal business hours for direction of care by calling toll free at (866) 207-7603, option 4 or 833-286-3732 Option 2. They can give you advice on whether or not you should see a provider while you are traveling or wait until you return home. If urgent care is approved they will enter a referral that will be sent to Humana Military for authorization. If you need assistance with finding a network provider for this approved urgent care, please call Humana (TRICARE) at (800) 444-5445. For an after-hours authorization, please contact the on-call PCM by using the after-hours pro¬cess described in Question Four, utilizing the toll free number.


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6. WHO DO I GO TO WITH QUESTIONS OR CONCERNS ABOUT MY PROVIDER OR HEALTH CARE?

For health care or customer service concerns ask for the NCOIC or Office Manager of your clinic. In most cases they will be able to assist you and provide you with answers to your questions. If you need additional assistance, see one of our Patient Advocates, located on the first floor of the hospital, or call (580) 558-2390/3176.


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7. DO I NEED TO BRING MY INSURANCE INFORMATION TO MY APPOINTMENTS?

Yes. On your first visit you will be asked to complete a Record of Other Health Insurance, DD Form 2569. Completing the form will take approximately two to three minutes. After the form has been processed, you will receive a small insurance card. Please bring this card to each visit. The card’s information will need to be updated annually. The third party collection program is mandated from the Surgeon Gen¬eral and we appreciate your time and assistance in helping us meet this requirement.


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8. HOW DO I OBTAIN MEDICATION REFILLS?

The Main Pharmacy is currently drop-off only. The RAHC Prescription Drop Off form must be filled out before your prescription will be processed. Beneficiaries can pick up prescriptions approximately four hours after drop-off; prescriptions dropped-off after 1:00p.m. will be ready for pick-up the following morning after 9:00a.m.

The Main Pharmacy is located just inside the clinic entrance, on the 1st floor, East side of the building. The Main Pharmacy fills new and refill prescriptions only, all refills must be filled at the Pharmissary. The Main pharmacy offers multiple convenient ways for customers to request prescriptions including an automated telephonic system, an and internet request system.

The Pharmissary is located adjacent to the Fort Sill Commissary. The Pharmissary is primary location for prescription refills and does not fulfill new prescriptions. All new prescriptions must first be filled at the Main Pharmacy. Prescriptions with refills can be filled for pickup at the Pharmissary either by calling in to the automated system or by using Tricare Online.


  • Main Pharmacy:
    8:15 a.m. to 4:45 p.m., Monday through Friday
    9:00 a.m. to 12:45 p.m. on Saturday.
    Sunday and Federal Holidays, Closed
    Customer Service: (580) 558-2443 Option: 5
  • Pharmissary:
    9:00 a.m. to 4:45 p.m. Monday through Friday
    Saturday, Sunday, and Federal Holidays, Closed
    Customer Service: (580) 442-2013
  • Refills
    Automated Refill Line: (580) 558-2442 –Pharmissary




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    9. WHERE DO ACTIVE DUTY SOLDIERS GO FOR DENTAL SICK CALL?

    Fort Sill DENTAC remains open and available for treatment of dental emergencies for active duty service members and has consolidated all operations to Allen Dental Clinic (across from the 95th Reception Center). Routine, non-urgent/emergent dental care is currently not being performed. All providers are following professional guidelines and only treatment needs that are potentially life threatening and require immediate treatment to stop ongoing tissue bleeding, alleviate severe pain or infection, and/or to alleviate the burden on hospital emergency departments are being performed.

    Location: Allen Dental Clinic, 6037 Bessinger Street, Fort Sill, OK 73503 (Across from the 95th Reception Center)

    Hours of Operation: 0630-1530

    After Hours Dental Emergencies: Report to Urgent Care (If Urgent Care is closed contact your Unit Leadership or the Military Police; for life-threatening concerns call 911 or report to the nearest emergency department)

    Phone: 580-442-5544 or 580-442-6106

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    10. I AM NOT ACTIVE DUTY - HOW DO I OBTAIN DENTAL SERVICES?

    The TRICARE Dental Program (TDP) is a high-quality, cost-effective dental care benefit for eligible family members of all Active Duty uniformed services personnel; as well as members of the Selected Reserve and Individual Ready Reserve (IRR) and their eligible family members.

    To Enroll
    Online at www.tricaredentalprogram.com.
    Call (888) 622-2256 for enrollment form.

    The TRICARE Retiree Dental Program (TRDP) offers comprehensive, cost-effective dental coverage for uniformed services retirees and their eligible family members.

    To Enroll
    Online at www.trdp.org.
    (with acceptable credit card).
    Call (888) 838-8737.



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