Benefit Counseling and Assistance Coordinator (BCAC) and Debt Collection Assistance Officer (DCAO)

The BCAC serves as beneficiary advocate in problem solving. The BCAC interacts 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 possible.

The DCAO deals 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. The DCAO 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.