In an emergency, such as chest pain or trouble breathing, call 911 or go to the nearest emergency room.
Where do I find a primary care doctor?
Start with Duke City Cares in My Benefits for primary care and pediatrics. Clinic visits don't count toward your deductible.
If it's urgent but not an emergency, call Duke City Urgent Care at (505) 390-9982.
For flu, allergies, infections, and other non-emergency issues, Teladoc Health offers visits by phone at 1-800-835-2362 or by video at https://www.teladochealth.com.
For help finding any other provider, call a ClaimDOC Member Advocate at 1-888-330-7295.
A provider's office says they won't accept my insurance. What do I do?
Show your medical plan ID card. The back has Keenan's contact details for the provider's office.
Your medical plan is open access. You can see any provider, with no out-of-network penalties, as long as the provider agrees to work with ClaimDOC and submit claims.
Call a ClaimDOC Member Advocate at 1-888-330-7295. The advocate can talk to the provider for you.
For future visits, nominate the provider through Pave the Way in the ClaimDOC member portal, so an advocate contacts the office before your appointment.
I received a medical bill. Do I owe it?
Compare the bill to the Explanation of Benefits (EOB) from Keenan for the same visit. An EOB is not a bill. It shows what the plan paid and what your share is. If the EOB hasn't arrived, wait for it before you pay.
If the bill is higher than the EOB, call ClaimDOC at 1-888-330-7295 or email the bill to [email protected].
If the amounts match, check whether your HRA paid. Use the Keenan member portal or call Keenan at 1-833-702-1257. The HRA covers medical costs only.
Still need help? Send the bill and your questions to the Benefits Team with the bill form in the ClaimDOC Member Advocacy benefit in Vera.