CAS3
12-06-03, 01:05 PM
TRICARE Information Service Begins Telephone-Based Assistance under New Contract
December 1, 2003
No. 03-25
Telephone service under a new TRICARE Information Service contract begins today, using the existing TRICARE Information Center telephone numbers (888) 363-LIFE, (888) 363-CARE, (877) 363-MEDS, (888) 363-HIPA and (866) DOD-EWEB. Customer service representatives will be available at these telephone numbers Monday through Friday (except federal holidays) from 8:00 a.m. to 8:00 p.m. Eastern Time to answer TRICARE beneficiary questions.
"We planned for the TRICARE Information Service contract to be operational during the transition to the new health service and support contracts. This centralized telephone service will be a one-stop shop for people who used the TRICARE Information Center in the past and for new users with basic questions about the various TRICARE programs," said Rear Adm. Richard A. Mayo, chief operating officer and program executive officer of TRICARE Management Activity.
An interactive voice response (IVR) feature is available 24 hours a day, 7 days a week and works with the TRICARE Information Service and offers beneficiaries and providers access to commonly requested TRICARE eligibility information, as well as assistance finding the appropriate partner call center for specific issues. With the TRICARE IVR, callers may request TRICARE information by saying the number of the option they wish to hear about or by using a touch-tone phone keypad. Anyone who has called an airline is probably familiar with how an IVR helps callers get the right information at the right time.
On Sept. 26, 2003, TRICARE Management Activity awarded the TRICARE Information Service contract to Automated Sciences Group Inc., a subsidiary of CACI International Inc. of Chantilly, Va., for the operation of an inbound telephone-based service for the Department of Defense Military Health System that provides basic information to TRICARE beneficiaries on various TRICARE programs and partner call centers. CACI also provides call center and education outreach support for the Department of Veterans Affairs (VA) Healthcare Benefits Information Center and has done so for more than a dozen years. The TRICARE Information Service uses an AT&T Corp. telephone system.
The TRICARE Information Service contract provides information to the Military Health System's 8.9 million eligible members, including uniformed services members, retirees, family members and survivors.
December 1, 2003
No. 03-25
Telephone service under a new TRICARE Information Service contract begins today, using the existing TRICARE Information Center telephone numbers (888) 363-LIFE, (888) 363-CARE, (877) 363-MEDS, (888) 363-HIPA and (866) DOD-EWEB. Customer service representatives will be available at these telephone numbers Monday through Friday (except federal holidays) from 8:00 a.m. to 8:00 p.m. Eastern Time to answer TRICARE beneficiary questions.
"We planned for the TRICARE Information Service contract to be operational during the transition to the new health service and support contracts. This centralized telephone service will be a one-stop shop for people who used the TRICARE Information Center in the past and for new users with basic questions about the various TRICARE programs," said Rear Adm. Richard A. Mayo, chief operating officer and program executive officer of TRICARE Management Activity.
An interactive voice response (IVR) feature is available 24 hours a day, 7 days a week and works with the TRICARE Information Service and offers beneficiaries and providers access to commonly requested TRICARE eligibility information, as well as assistance finding the appropriate partner call center for specific issues. With the TRICARE IVR, callers may request TRICARE information by saying the number of the option they wish to hear about or by using a touch-tone phone keypad. Anyone who has called an airline is probably familiar with how an IVR helps callers get the right information at the right time.
On Sept. 26, 2003, TRICARE Management Activity awarded the TRICARE Information Service contract to Automated Sciences Group Inc., a subsidiary of CACI International Inc. of Chantilly, Va., for the operation of an inbound telephone-based service for the Department of Defense Military Health System that provides basic information to TRICARE beneficiaries on various TRICARE programs and partner call centers. CACI also provides call center and education outreach support for the Department of Veterans Affairs (VA) Healthcare Benefits Information Center and has done so for more than a dozen years. The TRICARE Information Service uses an AT&T Corp. telephone system.
The TRICARE Information Service contract provides information to the Military Health System's 8.9 million eligible members, including uniformed services members, retirees, family members and survivors.