(502) 624-9187 or (502) 624-9188
Patient Services Center
Basement Level of IACH
Adjacent to Pharmacy Lobby
The Health Benefits Office includes
Beneficiary Counseling & Assistance Coordinators (BCACs), Debt Collection
Assistance Officers (DCAOs) and Health Benefits Advisors (HBAs).
The BCAC portion of the office serves as
beneficiary advocate in problem solving. The staff of this service will interact
with other MTF staff members, managed care support contractors, and claims
processors to resolve beneficiary concerns. In doing this, the staff will
receive, research and assist in problem resolution. The office will monitor the
problem throughout the resolution process and keep the beneficiary informed of
its status. The principle is to keep it simple by solving problems as quickly as
The DCAO part of the new service will deal
specifically with medical claim problems which have been sent to collections
offices or which appear on a negative credit report. Staff will collect all
pertinent documentation, determine whether the collection notice is valid and
notify the appropriate provider or collection agency that the case is being
reviewed. DCAOs will attempt to resolve the problem. If the problem cannot be
resolved to the beneficiary's satisfaction, the office will ensure that the
beneficiary is made aware of further options available to them.
The HBA service will provide general
assistance with a wide variety of health benefit questions and education. It
will also provide assistance for coordination of health resources in the
community. Staff members will be available to brief organizations and groups in
the military family to update them on changes in the TRICARE program.
The offices are located inside the
Patient Services Center on the Basement Level of Ireland Army
Community Hospital near the Pharmacy.