Frequently Asked Questions (FAQs)

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.

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.

We encourage you to register with  the MHS GENESIS Patient Portal  –patientportal.mhsgenesis.health.mil where you will be able to make your primary care appointments at your convenience 24 hours a day, 7 days a week. You may also schedule appointments with your PCM by calling the Reynolds Army Health Clinic appointment line 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.

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. 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 Reynolds, please verify that your contact information is updated in our 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.

If you have an emergent need, please go to the nearest emergency room to receive care. If emergent care is received at a civilian emergency room, please notify the Referral Management 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. 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 process described in Question Four, utilizing the toll free number.

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 Reynolds, or call (580) 558-2389/2390.

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.

There are two easy ways to refill your medications: By phone or online.
 

• Call (580) 558-2442/2443. Prescription refills for either pharmacy can be phoned in by dialing (580) 558-2442/2443. Refills called in by 7 a.m. will be ready the same day after 11 a.m. Refills called in after 7 a.m. will be ready after 11 a.m. the next day.
• You can also request refills by using TRICARE Online Refills.

Active Duty Soldiers Sick Call hours are Monday through Friday, 7:30 to 9 a.m. For questions, or to schedule an appointment, call (580) 558-2710. Outlying clinics, Cowan and Allen, conduct Dental Sick Call Mon-day through Friday, 7:30 to 9 a.m. The Cowan Dental Clinic phone number is (580) 442-2991 and the Allen Dental Clinic phone number is (580) 442-6106/5544.

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 http://www.tricaredental program.com.
• Call (888) 622-2256 for enrollment form.
• Contact the TRICARE Service Center.

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 http://www.trdp.org (with acceptable credit card).
• Call (888) 838-8737.
• Contact the TRICARE Service Center.