TRICARE centers will close to walk-ins in US

  • Published
  • By TRICARE
  • TRICARE
TRAVIS AIR FORCE BASE, Calif. --  As TRICARE beneficiaries increasingly access mobile, Internet and toll-free customer service features, the need for walk-in customer service locations has decreased. As a result, on April 1, all TRICARE Service Centers across the country will be closing to walk-in TRICARE beneficiary support. Due to the unique needs of overseas beneficiaries, TSCs outside of the United States will continue to offer walk-in service.
As Military Treatment Facilities and TRICARE prepare for this transition, beneficiaries are advised to review and begin using new customer service tools currently being offered. Options include direct links on how to: Enroll or purchase a TRICARE plan, update DEERS and search for covered services. We encourage beneficiaries to explore the self-service options available to them like the Beneficiary Web Enrollment website, the TRICARE website and contact information for their respective regional Managed Care Support Contractor. The change does not affect TRICARE benefits or health care delivery.

Few, if any, commercial health plans offer walk-in customer service. When TRICARE began almost 20 years ago, walk-in customer service at the TSCs was viewed as critical to the program's success. As a result, TRICARE regional contractors operate 189 TSCs in the United States, with the majority at MTFs. Now that TRICARE is a mature program and beneficiaries increasingly use more convenient Internet and toll-free phone options, continuing walk-in customer service at TSCs is no longer cost-effective. The majority of walk-in visits to TSCs are for enrollment, billing, primary care manager changes and general information on benefits and plans - all of which can be handled through websites, mobile applications or by calling toll-free call centers operated by the regional contractors.

The TRICARE homepage is a hub where beneficiaries can manage their health care benefits from the comfort of home or on the go with mobile devices. Whether online, mobile, or toll-free, these customer service options are valuable time savers and prevent unnecessary visits to the MTF. The new TRICARE beneficiary portal on www.tricare.mil offers a new, convenient "I want to..." search-capability that provides links to help manage everything from prescriptions to enrollments and much more.

Current news and information about the elimination of walk-in TSC services is provided at www.tricare.mil/TSC. There is a sign up on this website for e-alerts to receive TRICARE updates.

David Grant USAF Medical Center will be hosting a TSC town hall briefing 9-10 a.m. and 2-3 p.m. every Thursday, now through April 1, in the auditorium.

For immediate assistance, refer to the TRICARE homepage at www.tricare.mil, contact the West Region MCSC, United Healthcare Military and Veterans at 1 (877) 988-9378, or call Jennifer White at 423-7858.