Frequently Asked Questions
FAQ Sheet about KEPRO and the ASO
KEPRO manages the mental health and substance abuse services that are paid for by MaineCare.
Who is KEPRO?
Since 1985, KEPRO has helped more than 20 million members lead healthier lives through clinical expertise, integrity and compassion. KEPRO was founded by physicians and clinical expertise is at the core of our organization.
We are a leading quality improvement and care management organization. We offer innovative and outcomes-focused solutions to reduce the unnecessary use of health care resources and optimize the quality of care for public and commercial clients. KEPRO’s tailored programs maximize members’ quality of life, and realize greater cost savings for members and clients alike.
Where is KEPRO located?
Headquartered in Pennsylvania, KEPRO also has offices in California, Florida, Illinois, Maine, Maryland, Massachusetts, Minnesota, Ohio, Oklahoma, Oregon, South Carolina, Tennessee, Virginia, Wisconsin and West Virginia.
KEPRO Maine’s office is located at 400 Technology Way, Scarborough, ME 04074.
What is an ASO?
KEPRO was hired to be an Administrative Services Organization (ASO) in Maine. An ASO works with providers of MaineCare services to make sure that services are the right type, at the right time and for the right length of time.
What will KEPRO do?
KEPRO will review mental health and substance abuse services to make sure they are the right type, at the right time and for the right length of time.
KEPRO will work with DHHS, providers and MaineCare members to help make mental health and substance abuse services in Maine better.
How does this affect me?
Your choice of providers of providers does not change.
If you have been eligible for MaineCare, you are still eligible for MaineCare. This does not change.
When did KEPRO start reviewing care?
December 1, 2007
What if I have a question?
You can call KEPRO toll-free at 866.521.0027. After business-hours phone coverage is provided for urgent questions or concerns.
KEPRO will employ a full-time Member Liaison who will be there to answer questions, assist with information and problem solve if needed.
KEPRO also has a Member Services Department to help with any questions or information.
How do I file a complaint?
KEPRO respects your right to file a complaint when an issue goes unresolved. We consider all complaints a learning opportunity and allows us to improve the services we provide. A formal complaint can be filed by completing the form below. KEPROs complaint coordinator will respond within 24 hours if follow-up is required. Please note: A disagreement about a clinical decision should follow the appeal process by contacting our appeals department at 866.521.0027 option 5.