As more people use convenient Internet and phone options for their customer service needs, TRICARE is phasing out walk-in service at 189 TRICARE Service Cen- ters across the 50 United States, including the TSC located in the Guthrie Ambulatory Health Care Clinic here at Fort Drum.
When TRICARE began almost 20 years ago, walk-in customer service at the TSCs was viewed as critical to the program’s success. As a result, TRICARE regional contractors operate nearly 200 TSCs in the United States, with the majority at military hospitals and clinics.
Now that TRICARE is a mature program and beneficiaries increasingly use more convenient Internet and toll-free phone options, continuing walk-in customer service at TSCs is no longer cost-effective. The majority of walk-in visits to TSCs are for enrollment, billing, primary care manager changes and general information on benefits and plans – all of which can be handled through websites, mobile applications, or by calling toll-free call centers operated by the regional contractors.
TRICARE regional contractors will continue beneficiary and military hospital and clinic customer support before, during, and after implementation of the TSC initiative. Regional contractors will coordinate with individual military facilities for services such as briefings and distribution of materials, among other support services.
Beneficiaries can easily manage their benefits at home or on the go via secure websites. On www.tricare.mil
the “I want to…” section allows beneficiaries to:
wEnroll in or purchase a plan
wFile or check a claim
wView referrals and prior authorization
wFind a doctor
wChange your primary care manager
wSee what’s covered
Beneficiaries also can inquire about health care benefits, get answers to questions, and get enrollment assistance by contacting their regional contractor.
The Military Health System’s highest priority is caring for the health of military members, retirees and Families and delivering responsive customer service. The TSC online and phone services will increase customer service in enrollment and enrollment chan-ges and eliminate in/out processing requirements at TSCs.
Fort Drum community, which falls under the North Region, will continually be serviced by the Health Net Federal Services, 1-877-TRICARE (1-877-874-2273) or www.hnfs.com
Look for TRICARE Service Center information throughout the Guthrie Ambulatory Health Care Clinic, Conner Troop Medical Clinic and Clark Hall In-Processing Center.
Fort Drum MEDDAC