Patient Service Center

Overview:

The mission of the Patient Service Center is to act as a liaison between patients and staff with a goal of finding the best solution for the patient and the organization.

Scope of Services:

To provide professional services ranging from Beneficiary counseling, TRICARE benefits eligibilities all the way to addressing your needs with Patient Advocate services. The Patient Service Center will also address your questions pertaining to Patient Travel as well as Physical Evaluation Board inquiries.

Eligible Beneficiaries:

The Patient Service Center is here to provide services to ALL TRICARE Beneficiaries. We offer direction /guidance on how health care is provided within the Vicenza Military Community. Providing information to U.S. Government employees as well as Military Retirees and their Family members can also be achieved when you’re in need.

How to schedule an appointment:

Beneficiary Coordinator (BCAC): Beneficiaries can call during open hours, which are Monday to Friday from 0745 to 1615; or email your request if calling is not an option for you.
 
DSN: 314-636-9849 or CIV +39-0444-61-9849
Email: kathrene.g.tapong.civ@health.mil
 
TRICARE Beneficiary Services: Tricare Beneficiaries can walk-in Wednesday & Friday mornings from 0800-1145 on a first come, first serve basis. If these times do not work, we are available by phone and email for alternate scheduling requests.
Patient Advocate: Beneficiaries may schedule an appointment with the Patient Advocate by calling DSN 314-636-9106 or CIV +39-0444-61-9106 (remember open hours are Monday through Friday from 0745 to 1615. If calling is not an option for you, email your requests to  dha.usag-italy.vicenza-ahc-mbx.ahc-vicenza-patient-advocate@health.mil 
 

Clinic specific information:

Beneficiary Coordinator (BCAC):
Claims –
Beneficiary Coordinator assist Tricare beneficiaries with their claims by providing education, assistance, advocacy, and support throughout the claims process. They help ensure that beneficiaries receive timely and accurate reimbursement for covered healthcare services under their Tricare plan.
If you are a TRICARE Beneficiary and paid for your medical services on-the-spot or received a bill from the network provider, go to the following link to file your medical claims for reimbursement:
tricare-overseas.com/beneficiaries/claims

TRICARE MEDICAL CLAIMS:
If you are a TRICARE Beneficiary and would like to file a grievance about the health services you received on the network, access the Universal Grievance & Complaint Form and submit to the TRICARE Overseas Program Quality Assurance Team. 

Mail or email your Universal Grievance and Complaint Form to International SOS:
International SOS Assistance, Inc.
Reconsideration/Grievance Department
P.O. Box 11570
Philadelphia, PA 19116 USA
Email: TOPGlobalQualityAssu@internationalsos.com 
>>Learn More about the Overseas Grievance Process
 
DENTAL:
If you are enrolled in the TRICARE Dental Program (United Concordia), file your grievance by completing the form at:

TRICARE Active Duty Dental Program Grievance

Form should be mailed to:
 
AD Dental Program
United Concordia
ADDP Grievances
4401 Deer Path Road, DP-4J
Harrisburg, PA 17110-3907

TRICARE Dental Program
United Concordia
TRICARE Dental Program Grievances
1800 Center Street
Camp Hill, PA 17089

FAX for Both: 1-717-260-7168
 
Network Referrals –
Beneficiary Coordinator provide essential support, guidance, and advocacy to Tricare beneficiaries assigned overseas who requires referrals to network providers. All Network Referral requests are handled through our Referral Management Office (RMO).
Go to the following link to learn more about referrals and pre-authorizations:
tricare-overseas.com/beneficiaries/enrollment-and-eligibility/referrals-and-authorizations
 
TRICARE Benefits – Prime, Select, For Life, Remote, Plus
Beneficiary Counselor assist TRICARE beneficiaries enrolled in Prime, Select, For Life, Remote, and Plus by providing comprehensive support and guidance on accessing care within the Tricare network, obtaining referrals for specialty services, and navigating the claims process. They also assist with coordinating care and resolving issues related to coverage and benefits.
Go to the following link to learn more about TRICARE Plans and Programs:
tricare-overseas.com/beneficiaries/plans-and-programs
 
Using TRICARE For Life Overseas –
A Beneficiary Counselor can assist Medicare-eligible TRICARE beneficiaries living overseas by explaining how to use TRICARE For Life Overseas.
Medicare doesn't provide coverage in any other overseas locations. When using TRICARE For Life (TFL) in all other overseas locations, whether you live overseas or are traveling overseas, TRICARE is the primary payer and you're responsible for paying TRICARE's annual deductible and cost shares each calendar year. You should expect to pay up front for care and submit a claim to the TOP Claims processor for reimbursement. With TRICARE For Life, you manage your own health care and may generally seek care from any overseas civilian provider without a referral. However, certain services, including nonemergency inpatient admissions for substance use disorders and mental health care, require prior authorization.

To avoid a gap in your TRICARE coverage, make sure you’re enrolled in Medicare Part B at least two months before you turn age 65. You can sign up for Medicare on the Social Security website or by contacting the Social Security Administration to set up an appointment.
For more information about TRICARE for Life (TFL) Overseas, click link https://tricare.mil/Plans/HealthPlans/TFL/TFL_O

For TRICARE Beneficiary Services go to: https://mhs-europe.dod.afpims.mil/Clinics/Vicenza-Army-Health-Clinic/TRICARE-Beneficiary-Services
 
For Patient Advocate Services go to: https://mhs-europe.dod.afpims.mil/Clinics/Vicenza-Army-Health-Clinic/Patient-Advocacy-Office