Industry Interview: Health Net Federal Services
Interview with
Steven D. Tough
President
Health Net Federal Services
Federal Services. Health Net Federal Services is proud and honored to commemorate its 20-year partnership with the Department of Defense for providing health care services to the men and woman that serve our nation and their families.
Q: To what do your attribute Health Net Federal’s long-term relationship with the Military Health System?
A: It first starts with an acknowledgement of the Military Health System [MHS] leadership—from the ASD Health Affairs on down. If you look at what the program has accomplished, you really have to thank Dr. Ward Casscells, Dr. Steve Jones and Major General Elder Granger for their leadership. If you look at the program as it operates today, it is doing so at its highest level of performance and beneficiary satisfaction in the history of the program.
We are the longest tenured contractor. Health Net Federal has been with this for 20 years. We started as the very first contractor back when the concept started as demonstration back in 1998 under the CHAMPUS Reform Initiative.
Q: In your view is MHS meeting necessary health care standards?
A: Today, if you look at the program, it operating on a national scale basis, serving over 9 million beneficiaries and it has done so at the highest level. It has continuously rated out as number one in the country if you look at the Wilson Group’s survey for the last five years running over any other health benefit program—both government and commercial.
Recently, General Granger shared that in a consumer satisfaction index that evaluates all government agency-related programs TRICARE came out above all other government programs. This is a credit to the leadership and the MHS team that we work with on a daily basis. It’s also a credit to the three contractors.
Q: What is Health Net Federal Services’ role in providing health care, especially with the rate and duration of the operational tempo?
A: It comes as no surprise that the war activities in Iraq and Afghanistan have certainly caused us to address some new and unique issues. As a basic framework, we are a support system to the military health system. In essence, we augment, through our civilian health care network, the military health system. And that’s our primary job. It isn’t to replace them but to supplement them.
Q: What do you consider your primary obligation?
A: Our obligation is to be as responsive in support for any beneficiary eligible for TRICARE coverage. As that number increases or decreases, we flex to those needs. In the instance now, it is understandable that MHS is really placing a lot of attention towards the active duty servicemembers—both in preparation for deployment, during deployment and in responding to post-deployment needs.The responsiveness of the system is that all needs are met whether for a wounded warrior or family members, retirees, non-wounded regular heath care—we’re in the position to respond. That’s the power of the network.
Q: How do you stay in step with MHS and make sure that you have the resources and capacities available to anticipate their requirements?
A: As care for wounded warriors transcends from MHS and it is determined that a civilian health care provider is the next logical step in the care process, we ensure that the transition process happens as seamlessly as possible.
It is all about coordinating amongst ourselves. Through quarterly sessions, we are able to sit and talk, plan, strategize, coordinate and review the past and the future. We can then go forth and execute on those items that require action.
Q: Just because a servicemember is not physically wounded, there still is a need to continuing care at a different level. What is your role in this?
A: We are all beginning to get a sense of the implications and behavioral health needs that are coming out of the war. These are along two dimensions.
It’s the immediate access to behavioral health providers under the normal TRICARE scope of benefits and there are some additive programs that have been created by the DoD for military family life consulting and counseling. This is all geared towards short-term re-integration support for those active duty members and families that want the support.
The military is keenly aware of the need for monitoring and support. An example is Major General Michael Oates, commander of the 10th Mountain Division. He and his command are very sensitized to their servicemembers and their families. Colonel Jerry Penner, commander of the military treatment center there is also very in tune with the beneficiary community, including the health and re-integration needs. We are there to support them.
Q: You have talked about the active duty, but what about the National Guard and Reserves?
A: Unlike the active duty servicemembers, Guard and Reserve are drawn from communities where there may not necessarily be a post or base as center point. They are defused within the community, so we need to make sure that we are connected with the Guard and Reserve units and integrated with their activities. We frequently provide briefings so that we remain in touch with the special needs that they may have, whether it’s pure health care, access to care, or issues related to the behavioral health care programs. ♦