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Frequently Asked Questions
About This Service
How does this program differ from my previous
program? Has my level of eligibility changed?
Can I still get care from the American Embassy providers?
How will I receive my TE Prime ID card(s)?
How do I identify Primary Care Providers, dentists, specialists and hospitals in my area?
Using This Service
Are prescriptions covered under TE Prime?
How should I get my existing medical records transferred?
What about mental health coverage?
What if I need care not available in participating country?
What do I do if I need specialist care?
What if I am stationed in a participating country where the medical care I required is unavailable?
What should I do if I am hospitalized?
What if I am stationed in one country, but traveling in another country on vacation and need medical care?
What happens if I receive care from a provider who does not participate in the network?
What do I do if a participating provider asks me to pay for the care I received?
What if my current doctor does not participate in the network?
How does this program
differ from my previous program? Has my level of eligibility changed?
This program was designed to improve your healthcare benefits and make
it easier to obtain quality care from highly trained providers. Your level
of eligibility has not changed. You receive all the same benefits as your
previous program, plus more.
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Can I still get care from the American Embassy providers?
This program was designed to augment existing sources of quality care, including the care available from the American Department of State (DOS). The scope of care provided by DOS sources varies by location and is managed by specific agreements between the DOS and the Department of Defense. Please consult your DOS medical representatives or TEO for more information.
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How will I receive my TE Prime ID card(s)?
Each family member enrolled in TE Prime will receive a TE Prime ID card from the TEO. They are included in your Welcome Package. If you lose your card, contact TEO for a replacement or International SOS PCM Call Center.
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How do I identify Primary Care Providers, dentists, specialists and hospitals in my area?
Please refer to the Provider Search. Additionally, the International SOS PCM Call Center is available to you 24 hours a day and can provide you with a list of network providers in your area.
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Are prescriptions covered under TE Prime?
The costs of your medications are guaranteed by the International SOS PCM Call Center if you receive them from a hospital provider participating in the network. If you purchase prescription drugs from a pharmacy or receive them from a non-participating provider, you will need to submit a claim to Wisconsin Physician Services for reimbursement. If you need assistance locating pharmacies, contact the International SOS PCM Call Center.
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How should I get my existing medical records transferred?
Ask your current provider for copies of your medical records for your own files. If you need assistance obtaining copies, contact the International SOS PCM Call Center.
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What about mental health coverage?
For outpatient service covered by the TE Prime, pre-authorization is not required for the first eight visits. Ninth and subsequent outpatient visits and all non-emergent inpatient hospitalization, including partial hospitalization for mental health services, must be authorized in advance by International SOS. Please contact the International SOS PCM Call Center for pre-authorization requirements.
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What if I need care not available in participating country?
Contact the International SOS PCM Call Center for assistance. They will coordinate with TEO for the required care where applicable.
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What do I do if I need specialist care?
Contact International SOS PCM Call Center for a referral to a network specialist. Doctors will evaluate your needs and provide assistance in scheduling appointments with network specialists.
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What if I am stationed in a participating country where the medical care I required is unavailable?
Please contact the International SOS PCM Call Center, open 24 hours a day, 7 days a week to provide you with the medical advice, guidance when self-treating minor illnesses and assistance in an emergency. They help ensure you receive the most appropriate care. If it becomes necessary to move your or your family to another area to seek care, the International SOS PCM Call Center will coordinate this process with the TEO and the local military.
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What should I do if I am hospitalized?
In non-emergency situations, call your Primary Care Provider. Also, contact the International SOS PCM Call Center, who will grant a referral to a participating hospital or clinic and coordinate your admission. Additionally, the International SOS PCM Call Center will monitor your case to ensure you receive quality care.
In emergency situations, contact the International SOS PCM Call Center for a referral (if possible) before you are admitted. If you are unable to call prior to admission, you or a family member should call within 24 hours so your case can be monitored for appropriate care and payment guarantees can be made to the hospital.
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What if I am stationed in one country but traveling in another country on vacation and need medical care?
The International SOS TE PCM Call Center is available 24 hours a day to assist you in finding healthcare in the participating countries listed in your enrollment package. When traveling to the U.S., your TRICARE Prime benefit should be coordinated with the Regional TRICARE Service Center for the area in which you are traveling. For specific information on traveling to the U.S., contact the TEO before traveling.
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What happens if I receive care from a provider who does not participate in the network?
If you receive care from a non-participating provider, you will be responsible for paying for the care out of pocket. In addition, you must fill out a TRICARE Claim Form and submit it to the TRICARE Overseas Claims Processor (Wisconsin Physician Services).
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What do I do if a participating provider asks me to pay for the care I received?
You or the provider should call the International SOS PCM Call Center, available 24 hours a day, to resolve the situation.
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What if my current doctor does not participate in the network?
You may submit providers' names and addresses to your local POC or TEO. International SOS will evaluate all credentials and ensure standards are met before a provider is asked to participate in the network.
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