Patient Administration/Medical Records
The Chief of Patient Administration has the additional duty as the Beneficiary Counseling & Assistance Coordinator (BCAC), Debt Collection Assistance Officer (DCAO) and Health Benefits Advisors (HBA).
The BCAC serves as beneficiary advocate in problem solving. The BCAC will interact with other MTF staff members, managed care support contractors, and claims processors to resolve beneficiary concerns. In doing this, he 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 functions deal specifically with medical claim problems which have been sent to collections offices or which appear on a negative credit report. He 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.
The HBA service will provide general assistance with a wide variety of health benefit questions and education. It will also provide assistance for coordination of health resources in the community. He will be available to coordinate directly with HealthNet Federal Services to provide briefings to organizations and groups in the military family to update them on changes in the TRICARE program.
These services can be located at Medical Records.
The Patient Advocate is another source for resolving issues or concerns. The Nurse Executive serves as the Patient Advocate.
Ask at the reception desk to speak to the Patient Advocate, or if emailing put Patient Advocate in the subject of the email so it is directed appropriately.