TRICARE improves information access

20 Aug 2004 | Lance Cpl. Brian Kester Marine Corps Training and Education Command

In an effort to improve the way service members access the information regarding their benefits, TRICARE's new contracts have recently undergone a few changes.

Once the new contracts were set in place Aug. 1, TRICARE began to make changes to their system of providing information to their members. Gone are the local numbers that one would call to find out information about benefits. Now any member can call a regional line for TRICARE South.

"The benefits haven't really changed as far as what the program covers, it is more of how to access them," said Linda Seigler, TRICARE marketing manager.

These changes are there to make it a more efficient process, allowing easier access to the beneficiaries and to simplify the administrative process, said Seigler. 
Where there were once 12 contract regions, now there are three and that should simplify the processing of information.

"With the new contract, life has been simplified for you as a beneficiary," she said. "There is now one number for you to call with all of your questions. When you call that number, you can access healthcare information, find out whether any referrals have been approved and enroll online."

While the process has changed, there is a sense of optimism about the changes that have taken place.

"[The new numbers] could be good because a lot of the times the local office will redirect you to the regional office to answer your questions," said Sgt. Mary Jo E. Turner, H&SBn. G-1. "I know that TRICARE has always taken good care of my daughter and me. Personally, I have had no problems and hope with the new system in place, it will continue that way."

The process has been simplified, making it easier to get an appointment that is more convenient for an individual rather than just when an appointment is open.

"This number replaces the local TRICARE Service Center number," said Seigler. "It is used if your doctor gives you [or anyone in your family] other than the TRICARE for life member, a referral and you want to find out if it has been approved."

In the past, a doctor wrote a referral and the active duty members were not able to make their own appointments, but now they can. Individuals will be sent a letter from Humana Military Healthcare Services stating that thier referral has been approved, and from there it is in the individuals' hands to set an appointment.

"You will be given the name and phone number of a provider to call to schedule an appointment," said Seigler. "They can make an appointment after they get authorization. That is very important - they can't just access care without a referral from their Primary Care Provider and an authorization from Humana."

If someone does not wish to take care of their business online or over the phone they can still utilize the walk-in service for TRICARE's beneficiaries.

In addition to the changes made to access beneficiary information, TRICARE members in the local area can also call an after hours Nurse Information Line, which allows for 24-hour Primary Care Provider contact and access to information that may save the member and the hospital time in assessing the kind of care necessary.

"There used to be a 1-800 number that people could call, and then with the new contract coming on line August 1, that 1-800 number went away," said Patricia Binns, Naval Hospital Beaufort Public Affairs officer. "So each Military Treatment Facility had to figure out how they were going to provide the same information to beneficiaries. So what we did here was to come up with a what we called a, 'Nurse Information Line.'"

During the day you can still get a hold of the clinics and your primary care manager team, said Binns. None of those numbers have changed, central appointments is still the same, and everything is the same as far as that goes.

• Central Appointments at Naval Hospital Beaufort can be reached at 228-5175.
• The after hours Nurse Information line can be reached at 1-888-231-0742.
• The Regional number for TRICARE South is 1-800-444-5445.


Marine Corps Training and Education Command