Click here to view our protocols and information about testing and/or treatment for COVID-19.

Contact Information

Hours of Operation:

- Member Services: 8am – 8pm LOCAL TIME, 7 days a week from October 1st – March 31st, 5 days a week from April 1st – September 30th
  - - Note: Member Services is closed on the following Holidays: Memorial Day, Independence Day, Thanksgiving, and Christmas
- Provider Services: 8am – 6pm LOCAL TIME
- Utilization Management: 8am – 8pm LOCAL TIME, 7 days a week

For Deaf or Hard of Hearing customers, please dial 711. For language services, please request while on the line with an agent.

When calling Provider Services, first select option #2.

General Provider Inquiries

Phone: 1-844-206-1205 (TTY 711)
Email: keycarecustomerservice@allyalign.com
TO CHAT WITH A LIVE PROVIDER SERVICES AGENT, CLICK HERE:
Provider Chat is available for the following services:
– Eligibility Inquiries
– Check Statuses
– Claim Statuses

Provider Portal (Prior Authorizations)

Web Address: keycareadvantageportal.allyalign.com
NOTE:If you need to check a status of a claim or eligibility, login to EZ-Net

EZ-Net Portal (Check Status of a Claim or Eligibility)

Web Address: https://planprovportal.align-360.com/EZ-NET60KEYCARE/Login.aspx
Phone: 1-844-206-1205 (TTY 711)
Email: eznetsupport@allyalign.com

Claims Helpdesk

Phone: 1-844-206-1205 (TTY 711)
Mailing Address: KeyCare Advantage
Attn: Claims Dept
PO Box 6510
Glen Allen, VA 23058-6510

Utilization Management

Phone: 1-844-206-1205 (TTY 711)
Fax: 1-833-610-2399
TO CHAT WITH A LIVE UM AGENT, CLICK HERE:
UM Chat is available for the following services:
– Authorization Inquiry
Call to start an authorization, check the status of an authorization, provide clinical information over the phone, or get referrals for specialists

Navitus Pharmacy Helpdesk

Web Address: www.navitus.com
Phone: 1-866-270-3877 (TTY 711)

Network Support

Phone: 1-844-206-1205 (TTY 711)
Email: networksupport@keycareadvantage.com

SSI Claimsnet Customer Support

Phone: 1-800-356-0092
Email: HelpDesk_Dallas@ssigroup.com

Compliance

Hotline:1-844-317-9059 (toll free)
Fax:1-833-572-2367
General Email: compliance@keycareadvantage.com
Mailing Address: KeyCare Advantage Compliance Dept.
8028 Ritchie Highway Suite 210,
Pasadena, MD

When calling Member Services, first select option #1.

Member Inquiries + Enrollment Services

Phone: 1-844-206-1205 (TTY 711)
Fax: 1-833-610-2390
Email: keycarecustomerservice@allyalign.com
Mailing Address: KeyCare Advantage
PO Box 607
Glen Burnie, MD 21060-0607
To submit a
disenrollment: disenrollment@allyalign.com

Compliance

Hotline:1-844-317-9059 (toll free)
Fax:1-833-572-2372
General Email: compliance@keycareadvantage.com
Mailing Address: KeyCare Advantage Compliance Dept.
8028 Ritchie Highway Suite 210,
Pasadena, MD

Appeals and Grievances

Phone: 1-844-206-1205 (TTY 711)
Fax: 1-833-610-2380
Call to submit or check on an authorization request, or ask about authorization denials.

Medicare

URL: www.medicare.gov
Phone: 1-800-MEDICARE (1-800-633-4277)

Privacy or HIPAA

Phone: 1-844-206-1205 (TTY 711)
Email: privacynotice@keycareadvantage.com
Mailing Address: KeyCare Advantage
Attn: Compliance Department
8028 Ritchie Highway Suite 210,
Pasadena, MD

Speak With an Agent

Complete the boxes below to have a plan representative contact you.

How to fill out the enrollment form

Who can use this form?

People with Medicare who want to join a Medicare Advantage Plan

To join a plan, you must:

Be a United States citizen or be lawfully present in the U.S.
Live in the plan’s service area

Important: To join a Medicare Advantage Plan, you must also have both:

Medicare Part A (Hospital Insurance)
Medicare Part B (Medical Insurance)

When do I use this form?

You can join plan:

Between October 15–December 7 each year (for coverage starting January 1)
Within 3 months of first getting Medicare
In certain situations where you’re allowed to join or switch plans

Visit Medicare.gov to learn more about when you can sign up for a plan.

What do I need to complete this form?

Your Medicare Number (the number on your red, white, and blue Medicare card)
Your permanent address and phone number

Note: You must complete all items in Section 1. The items in Section 2 are optional — you can’t be denied coverage because you don’t fill them out.

Reminders:

If you want to join a plan during fall open enrollment (October 15–December 7), the plan must get your completed form by December 7.
Your plan will send you a bill for the plan’s premium. You can choose to sign up to have your premium payments deducted from your bank account or your monthly Social Security (or Railroad Retirement Board) benefit.

What happens next?

Once they process your request to join, they’ll contact you

How do I get help with this form?

Call KeyCare Advantage at 1-844-206-1205 (TTY 711).

Or, call Medicare at 1-800-MEDICARE (1-800-633- 4227). TTY users can call 1-877-486-2048.

En español: Llame a KeyCare Advantage al 1-844-206-1205 (TTY 711) o a Medicare gratis al 1-800-633-4227 y oprima el 2 para asistencia en español y un representante estará disponible para asistirle.

Individuals experiencing homelessness

If you want to join a plan but have no permanent residence, a Post Office Box, an address of a shelter or clinic, or the address where you receive mail (e.g., social security checks) may be considered your permanent residence address.

According to the Paperwork Reduction Act of 1995, no persons are required to respond to a collection of information unless it displays a valid OMB control number. The valid OMB control number for this information collection is 0938-1378. The time required to complete this information is estimated to average 20 minutes per response, including the time to review instructions, search existing data resources, gather the data needed, and complete and review the information collection. If you have any comments concerning the accuracy of the time estimate(s) or suggestions for improving this form, please write to: CMS, 7500 Security Boulevard, Attn: PRA Reports Clearance Officer, Mail Stop C4-26-05, Baltimore, Maryland 21244-1850.

IMPORTANT Do not send this form or any items with your personal information (such as claims, payments, medical records, etc.) to the PRA Reports Clearance Office. Any items we get that aren’t about how to improve this form or its collection burden (outlined in OMB 0938-1378) will be destroyed. It will not be kept, reviewed, or forwarded to the plan. See “What happens next?” on this page to send your completed form to the plan.