TRICARE In-Person Customer Service Still Available for Certain Issues

Medical forms

Although TRICARE Service Centers closed on April 1, in-person assistance for certain issues is still available at many Military Treatment Facilities (MTFs).  Beneficiary Counseling and Assistance Coordinators (BCACs) educate beneficiaries and help them with TRICARE related issues such as eligibility, referrals/authorizations and claims processing questions. Please note that your MTF may call their customer service representative a Health Benefits Advisor (HBA) or a Patient Advocate instead of a BCAC.

The TRICARE Customer Service Community Directory online tool is a convenient way to identify in-person support available at your MTF. The tool allows you to search by keyword. For instance, a search for “Fort Drum” pulled up Guthrie Family Health Clinic - Fort Drum, NY.  Once you have selected your location, the tool identifies the customer service contact name and title, phone number and email address.

Please keep in mind that BCACs, HBAs and Patient Advocates cannot help with TRICARE Prime enrollment or PCM changes. You may complete these tasks online through Beneficiary Web Enrollment or by calling the managed care support contractor for your TRICARE region. Use the Prime Service Area Zip Code Look Up if you aren’t sure of your TRICARE region.

Our Association has used the TRICARE Customer Service Community Directory to contact representatives at several MTFs and we’ve found the information to be accurate and up to date. Please share your experiences with us.

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