Beneficiary Counseling and Assistance Coordinator (BCAC)
OVERVIEW:
A Beneficiary Counseling and Assistance Coordinator (BCAC) serves as a vital resource providing customer service and administrative support within military health clinics, ensuring that eligible beneficiaries such as active-duty service members, retirees, Department of Defense (DoD) civilians, and their families are well-informed about their TRICARE healthcare benefits. BCACs help beneficiaries navigate complex healthcare systems, resolve issues, and ensure proper access to care. Their role is vital in ensuring that the TRICARE program runs smoothly, and beneficiaries receive the best possible care.
SCOPE OF SERVICES:
1. Patient Assistance & Education:Provide guidance on TRICARE eligibility, enrollment, and coverage options.Explain referral and authorization processes for specialty care.Assist beneficiaries in understanding their healthcare options both on and off base. 2. Referral & Claims Support:Assist patients with referrals, authorizations, and coordination of care.Help resolve billing or claims issues with TRICARE iSOS.Ensure beneficiaries understand their financial responsibilities, including copayments and deductibles. 3. Coordination with Healthcare Providers & Staff:Work closely with clinic providers, Patient Administration, and the PCMH team to ensure proper patient care coordination.Collaborate with TRICARE representatives and Managed Care Support Contractors (MCSCs) for policy updates and beneficiary concerns. 4. Policy & Compliance:Stay updated on TRICARE policies, regulations, and procedural changes.Educate clinic staff on TRICARE-related policies that impact patient care.Ensure compliance with military healthcare regulations and TRICARE guidelines. 5. Customer Service & Problem Resolution:Address patient concerns regarding access to care, referrals, and network providers.Advocate for beneficiaries by troubleshooting and escalating complex TRICARE issues when necessary. ELIGIBLE BENEFICIARIES:
All Tricare Recipients assigned to Vicenza Installation. TRICARE REMOTE patients may utilize the walk-in hours or telephone for additional support needs.
HOW TO SCHEDULE AN APPOINTMENT:
TRICARE 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.
CLINIC SPECIFIC INFORMATION:
TRICARE Medical 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
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
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
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