Back to Top Skip to main content

Health.mil: the official website of the Military Health System (MHS) and the Defense Health Agency (DHA)

Utility Navigation Links

TRICARE Operations Manual 6010.62-M, April 2021
Communications and Customer Service (C&CS)
Chapter 11
Section 2
Government Staff And Beneficiary Education
Revision:  
1.0  EDUCATION REQUIREMENTS FOR GOVERNMENT PERSONNEL
1.1  Regional Training
1.1.1  The contractor shall conduct one, three-day TRICARE training course each quarter covering all aspects of the program including, but not limited to, TRICARE, TRICARE Overseas, and TRICARE dual eligibles. The location of the course shall be within the geographical area of responsibility; the location will change each quarter to allow maximum participation by Government personnel who require an in-depth understanding of TRICARE to successfully accomplish their assigned duties.
1.1.2  The contractor shall follow the Government-provided training material in delivering the course. The Government will provide all handouts for the course. Government furnished facilities may be provided if determined by the Government to be in the best interest of the Government.
1.1.3  The contractor shall provide written feedback to the Government following each course to assist the Government in providing appropriate training materials. The feedback shall include any errors in the Government provided materials, any major issues, or recommendations for improvements to the training course.
1.1.4  The Government Designated Authority (GDA) will provide oversight of the training.
1.2  Reserve/National Guard Unit Support, Training, and Education
The contractor shall provide customer service support hours focusing on National Guard/Reserve using Government-provided materials. The time will be allotted at the discretion of the GDA and will be paid through a cost-reimbursable Contract Line Item (CLIN). For reporting requirements, see DD Form 1423, Contract Data Requirements List (CDRL), located in Section J of the applicable contract.
2.0  CUSTOMER SERVICE SUPPORT, TRAINING, AND EDUCATION
The contractor shall provide customer service support hours to be used at the discretion of the GDA, using Government-provided materials. The time will be allotted at the discretion of the GDA and will be paid through a cost-reimbursable CLIN. Examples of possible uses of this time include in-processing briefings or enrollments, TRICARE briefings, and specialty briefings on specific components of TRICARE or focused to a specific subset of TRICARE beneficiaries. For reporting requirements, see DD Form 1423, CDRL, located in Section J of the applicable contract.
3.0  EDUCATION FOR NON-GOVERNMENT PERSONNEL
3.1  The contractor shall provide one, one-hour briefing, followed by a question and answer session as directed in paragraph 2.0.
3.2  The contractor shall advertise briefing details to include time and location through base publications, local fraternal organizations, and flyers posted throughout the installation, or other contemporary avenues for notifying interested parties. Audiences include but are not limited to: Ombudsmen, support groups, obstetrical patients, retiree groups, parent groups, or dual eligible. Whenever possible, such training will be live-streamed on the Internet with the ability for virtual attendees to ask questions and recorded for future on-line viewing.
4.0  WORLD WIDE WEB (WWW)
The contractor shall provide a website for beneficiaries to access information specific to the contractor’s management of the TRICARE benefit.
4.1  The website shall not merely duplicate beneficiary information contained on the TRICARE website (http://www.tricare.mil). Information posted on the contractor’s website shall reflect the “look and feel” of the TRICARE website (http://www.tricare.mil), and shall be appropriately linked to information on that site.
4.2  The web-site shall include webinars and recorded training that is similar to in-person training provided by the contractors designed for those who cannot attend a training in-person.
4.3  The contractor shall not contain information that will substitute for written or telephonic communication with the beneficiary if those communication tools are in the best interest of the beneficiary on the website.
5.0  BENEFICIARY EMAIL
The contractor may elect to communicate with beneficiaries via email. All beneficiary communications must be in accordance with Health Insurance Portability and Accountability Act (HIPAA) and the Privacy Act, and may not substitute for telephone or written communications if those are in the best interest of the beneficiary.
6.0  EXCLUSIONS
6.1  Use of the TRICARE trademarks, logo, brand, name, or any aggregate Government or personal TRICARE data collected as a TRICARE contractor to explicitly promote non-TRICARE related products and services to TRICARE beneficiaries is prohibited.
6.2  The contractor may state their TRICARE contractor status in company marketing and promotional activities as long as United States (US) Government, Military Health System (MHS), or Defense Health Agency (DHA) endorsement of the contractor is not implied.
7.0  CUSTOMER SERVICE BY Service ASSIST Teams (SATs)
The contractor shall deploy mobile SATs within seven calendar days’ notice by the Contracting Officer (CO) to provide TRICARE program information and customer service functions to disaster areas or any other areas deemed necessary by the appropriate GDA. A contract modification will be issued by the CO defining the requirements for each SAT.
- END -

Utility Navigation Links

DoD Seal

tricare.mil is the official website of the Defense Health Agency (DHA) a component of the Military Health System

TRICARE is a registered trademark of the Department of Defense (DoD), DHA. All rights reserved.

CPT only © 2006 American Medical Association (or such other date of publication of CPT). All Rights Reserved.

If you have a question regarding TRICARE benefits, please go to the TRICARE Contact Us page page.
If you need help with technical/operational issues, please go to the TRICARE Manuals Online Frequently Asked Questions page.

The appearance of hyperlinks to external websites does not constitute endorsement by the DHA of these websites or the information, products or services contained therein. For other than authorized government activities, the DHA does not exercise any editorial control over the information you may find at other locations. Such links are provided consistent with the stated purpose of this DoD website.

v4.10.8254.18011

DHA Address: 7700 Arlington Boulevard | Suite 5101 | Falls Church, VA | 22042-5101

Some documents are presented in Portable Document Format (PDF). A PDF reader is required for viewing. Download a PDF Reader or learn more about PDFs.