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.
 

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
 
Transitional Assistance –
Beneficiary Coordinator provide transitional assistance to TRICARE beneficiaries stationed overseas on how to navigate changes in their healthcare coverage and ensuring continuity of care during transitions in status or location.
Go to the following link to learn more about TAMP: 
Transitional Assistance Management Program | TRICARE
 
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