Customer Service

The Patient Relations Department exists to provide our patients/customers an exceptional experience through quality care and service, support, and education to patients and staff, and a commitment to service excellence.

To achieve our mission, we are dedicated to the following guiding principles/values:

• We value our patients/customers and will serve them with timely, professional, and courteous service
• We will earn their trust by striving to provide a quality experience every time
• We will be flexible and creative to find acceptable solutions and options for our patients
• We will strive to meet or exceed our patient's/customer’s expectations. If we cannot give a patient or customer what they request due to statutory or regulatory constraints, we will provide them the best possible options to support their health care needs 
• We will be loyal and committed to the individuals that comprise and support the organization
• Excellence in service to patients, customers, and staff

Patient Advocate

The Patient Relations Department is here to guide you through the complex medical system in a supportive way.

What they can help with:
• Assisting patients and hospital staff in resolving challenging issues
• Customer service, patient advocacy
• Communication, sign language or interpretive support
Patient advocates advise and help you with medical and dental benefit concerns within this facility.
Congressional Inquiries
Processing of compliments, complaints, and suggestions
Optimization of Patient and Staff Education
Patient and Family Centered Care Initiatives
Patient Satisfaction Surveys
Staff Patient Relations Training
Benefits Counseling
ICE Program Management
Command Patient Relations Program Management

Beneficiary Counseling and Assistance Coordinator (BCAC)

BCACs educate and help you with TRICARE-related inquiries. A Health Benefits Advisor can provide personalized health benefit counseling.

West Region

Health Net Federal Services, LLC
1-844-866-9378
www.tricare-west.com
 
Federal Employees Dental and Vision Insurance Program(FEDVIP)
www.benefeds.com

Debt Collection Assistance Officer (DCAO)

DCAOs help with resolving debt collections due to unpaid TRICARE claims. 
West Region
Health Net Federal Services, LLC
1-844-866-9378
www.tricare-west.com

Interactive Customer Evaluation (ICE)

ICE is a web-based tool that collects your feedback on services at this facility.