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Beneficiary Counseling Assistance Coordinators BCAC TRICARE Conference

THE BCAC Requirement. FY00 Authorization Act, Section 715 The SecDef shall require in regulation the establishment of BCAC positions Each LA designate a full-time BCAC positionToll-free communicationMTF Commanders designate BCAC position as primary/collateral dutyNo appropriations came with the requirement. .

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Beneficiary Counseling Assistance Coordinators BCAC TRICARE Conference

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    1. Beneficiary Counseling & Assistance Coordinators (BCAC) TRICARE Conference January 2001 LTC Forestell

    3. Membership TMA - C&CS, Regional Ops Tri-Service Representation with CG involvement Lead Agent BCAC Representatives (as needed basis) Meeting since Sept 00

    4. Guiding Principles/Goals Provide Professional Customer Service Resolve problems at the grass roots level Respond to the customer - whoever takes the query, owns it Meet letter of the law Attempt to dovetail/coordinate with other initiatives

    5. BCAC Roles and Responsibilities Duties: Serve as beneficiary advocate and problem-solver Troubleshoot complicated, delayed, mishandled problems Respond to phone, e-mail and written correspondence Coordinate with others on beneficiary issues Ensure resolution within set timeframe Provide trend/tracking analysis

    6. BCAC Roles and Responsibilities Operational: Receive correspondence from beneficiaries, TMA, SGs, LAs, MTFs, congressional field offices Determine action office for problem solving Interact with beneficiary Research and solve problem Track issue through resolution Notify beneficiary of problem resolution

    7. BCAC Knowledge/Skills Expert knowledge of the TRICARE program/policies Practical knowledge of TRICARE regional contract Knowledge of TRICARE special benefit programs (USFHP, demonstrations, CHCBP, PFPWD,etc) Understanding of the Military Health System Skilled in oral/written communication Experience in handling complex healthcare benefit problems

    9. BCAC Program Future Database distribution LA and MTF-wide, with centralized reporting capability The Contact Center - a Full Customer Relations Management suite Real-time access to TRICARE manual, DEERS, claims systems, etc… Automated tracking and reporting functions High tech capabilities built in for future expansion

    10. BCAC Questions?

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