Open Channels
Written by Brian P. Smith
MMT 2010 Volume: 14 Issue: 5 (August)
Communication, at its core, is the transfer of information. And the very same goes for health care—whether it’s asking a question about a claim or reading about a new TRICARE benefit available.
A variety of new tools and channels allow beneficiaries, TRICARE and TriWest Healthcare Alliance—the Department of Defense contractor who administers the TRICARE health benefit for 21 western states—more opportunities to all communicate with one another.
TRIAP
In 2009, TRICARE implemented a new benefit and opened up a new communication channel between the TRICARE regional contractors and the beneficiary. This new benefit answered the questions:
What if help was available online, 24 hours a day?
What if it were available to servicemembers and their families at no cost?
To encourage beneficiaries to seek care, TRICARE’s new program used online and video technologies to increase access to behavioral health care.
One year after its launch, the TRICARE Assistance Program (TRIAP) continues to be a resource option for help with problems associated with day-to-day living. TRIAP offers safe and easy access to counseling when it is most convenient. Users can talk “face-to-face” with counselors using online video. To connect, beneficiaries will need a computer, a connection to the Internet, a Webcam and a microphone.
TRIAP video counseling is private, non-reportable and available in the U.S. to discuss issues such as:
• relationships
• parenting
• anxiety
• grief and loss
The use of technology and the addition of online videoconferencing extends TRICARE’s behavioral health benefit to more individuals.
ONLINE
TRIAP is only one use of online technology for beneficiary education and service. For TriWest, these online channels include a Website (www.triwest.com) alongside video and social media (YouTube, Facebook, Twitter, etc.).
These online channels open up convenient access to the most up-to-date TRICARE information—the latest news and even the latest individual account and eligibility information. West Region beneficiaries can go online (www.triwest.com/t2u) to:
- www.triwest.com – Read the latest TRICARE and military health news, view video briefings, find local providers, learn more about healthy living and research benefit information from the comfort of home.
- Registered accounts – West region beneficiaries registered on www.triwest.com can manage many aspects of their TRICARE account online. View claims information, eligibility, set up recurring enrollment fee payments and check on specialty care authorizations from any Internet connection, 24 hours a day. Users can also sign up to receive paperless, electronic-only versions of their statements to cut down on mail clutter.
- QuickAlerts – Beneficiaries registered on www.triwest.com account can receive QuickAlert electronic notifications whenever a claim or an authorization is processed or whenever an enrollment fee or premium payment is due. QuickAlerts arrive within hours instead of days for mailed letters and statements.
- TRICARE 2 You – TriWest’s monthly TRICARE 2 You eNewsletter delivers the latest TRICARE and West Region news, online resources and healthy living tips straight to your inbox.
- YouTube – Whether active duty, Reserve Component or family member, beneficiaries can find West Region TRICARE briefing videos on topics of interest to them, from behavioral health to eligibility to specialty care to using the pharmacy benefit.
- Facebook and Twitter – The latest West Region news, events and benefit information is also shared through TriWest’s Facebook page and Twitter feed. www.facebook.com/triwest and our Twitter page is www.twitter.com/triwest
SERVICE
Although there are many opportunities to interact with TriWest online, beneficiaries can also visit TRICARE Service Centers (located at most military treatment facilities) to talk to a TRICARE Service Representative or pick up a TRICARE benefit brochure.
And for those times when you need to talk to someone, TriWest also offers an online and a phone option. Registered users can access secure customer service through their account. Beneficiaries can also use the interactive voice system to verify account information and make an enrollment payment over the phone, at 1-888-TRIWEST (874-9378).
Open channels of communication between TriWest and West Region beneficiaries are important for the efficient and effective use of the TRICARE benefit. Through innovative use of technology, online avenues and traditional means, TriWest educates, listens to and informs more than 2.7 million West Region beneficiaries. ♦
Editor’s Note: Brian P. Smith is honored to be able to help our country’s military members and their families better understand and utilize their healthcare entitlement. Smith has three years’ experience as a beneficiary education writer and communications specialist at TriWest Healthcare Alliance, the company administering the TRICARE program for 2.7 million servicemembers and their families throughout 21 western states.