1.0 Telephone System
1.1 The contractor shall provide
an incoming toll-free telephone inquiry system. Multiple telephone
numbers may be utilized for telephone inquiries; however, at least
one toll-free line must have the ability to seamlessly transfer
calls (via a phone tree or other business process) to any telephone
inquiry location maintained by the contractor and its subcontractors.
All telephones must be staffed and able to respond in a manner that
meets performance standards throughout the entire period. A recorded
message indicating normal business hours shall be used on the telephone
lines after hours. Calls shall be handled in the order they are
received. The contractor shall advertise the toll-free service using
all available media including the Explanation of Benefits (EOB),
newsletters, telephone directories published by the contractor,
military organizations, etc. and other appropriate sources.
1.2 The telephone system must include
a 24-hour, seven days a week, nationally accessible service, for
all Military Health System (MHS) beneficiaries, including beneficiaries
traveling in the contractor’s region, seeking information and/or
assistance in locating a network provider, to include behavioral health
providers willing to accept TRICARE. Callers seeking this information
must have the ability to speak with live personnel. These personnel
shall be able to enter authorizations for urgent care for beneficiaries
traveling outside of their Prime Service Area (PSA).
3.0
Requirements
There
should be no differentiation in the service provided whether the
call originates locally or through the toll-free lines. The contractor
shall provide toll-free telephone access to all TRICARE inquiries
(active duty personnel, TRICARE beneficiaries, dual-eligible beneficiaries,
Director, TRICARE Regional Office (TRO), providers, Assistant Secretary
of Defense (Health Affairs) (ASD(HA)), Defense Health Agency (DHA),
Beneficiary Counseling and Assistance Coordinators (BCACs), Debt
Collection Assistance Officers (DCAOs), and Congressional offices).
At a minimum, the telephone system shall be fully staffed and service
shall be continuous during normal business hours which are defined
as 8:00 a.m. through 6:00 p.m. (except weekends and holidays) in
all time zones within the region. Additionally, the
call center shall be staffed and operational with normal business
hours on Federal Holidays that fall during open season (excluding
Thanksgiving Holiday). All customer service provided
by telephone shall be without long distance charges to the beneficiary.
Telephone service is intended to assist the public in securing answers
to various TRICARE questions including, but not limited to:
3.1 General program information.
3.2 Specific information regarding
claims in process and claims completed, including explanations of
the methods and specific facts employed in making reasonable charge
and medical necessity determinations, and information regarding
types of medical services submitted (The contractor shall transfer
out-of-jurisdiction calls requiring the assistance of another contractor.
The contractor shall answer program information and network provider
availability/assistance calls without regard to jurisdiction.).
3.3 When the inquiry concerns questions
about Defense Enrollment Eligibility Reporting System (DEERS) or
DEERS eligibility, the contractor shall refer the caller to the
Defense Manpower Data Center (DMDC) Beneficiary Telephone Center,
6:00 a.m. to 3:30 p.m. Pacific Time, toll-free 1-800-538-9552, TTY/TDD
1-866-363-2883. These numbers cannot be used by the contractor or
other service provider; they are only for the beneficiary’s use.
3.4 Additional information needed
to have a claim processed.
3.5 Information
about review and appeal rights and the actions required by the beneficiary
or provider to use these rights.
3.6 Information
about and procedures for the TRICARE Program, i.e., enrollment,
TRICARE plans available, Point of Service (POS) option, continuity
of care, referral management, and provider directories.
3.7 Information concerning benefit
authorization requirements and procedures for obtaining authorizations.
Provisions must be included to allow the transfer of calls to the
authorizing organization (within the contractor’s organization,
to include subcontractor) without disconnecting the call. The contractor
shall ensure eligibility for care and enrollment status of beneficiaries
before making any arrangements for medical services.
3.8 General information on eligibility
for the TRICARE Dental Plans (Active Duty Dental Program (ADDP),
TRICARE Dental Plan (TDP), and TRICARE Retired Dental Plan (TRDP))
and how to obtain dental plan information from the appropriate dental
contractor. The beneficiaries shall be referred to the appropriate
dental contractor for additional information.
3.9 When
the inquiry concerns questions about a Department of Defense (DoD)
Self-Service Logon (DS Logon), the contractor shall refer the caller
to the DoD MyAccessCenter application help section at
https://myaccess.dmdc.osd.mil/.
This web site provides information that will help the beneficiary determine
the most efficient means for obtaining a DS Logon based on their
affiliation and current status. A DS Logon is a secure, self-service
logon that allows DoD and Department of Veterans Affairs (DVA)/Veterans
Health Administration (VHA) affiliates to access certain web sites
using a single username and password.
3.11 Toll-Free Telephone Service
The
contractor shall advertise the toll-free service using all available
media including the EOB, newsletters, telephone directories published
by the contractor, military organizations, etc. and other appropriate
sources.
3.12 Telephone Monitoring Equipment
The
contractor shall utilize telephone equipment that is programmed
to measure and record response times of incoming calls and determine
whether DHA standards are met. See
Chapter 1, Section 3, paragraph 3.4 for standards.
3.12.1 Measure Busy Signal Level
“Busy signal level” is defined
as the percentage of time a caller receives a busy signal.
3.12.2 Measure Call Volumes And Handling
Times
Contractors
shall measure the number of calls received each month and the time
elapsing between acknowledgment and handling by a telephone representative
or Automated Response Unit (ARU). Measures shall include all calls
that are directly answered by an individual or ARU (no waiting time).
The on-hold time period begins when the telephone call is acknowledged
and does not include the ring time.
7.0 Beneficiary Encounter Documentation
Access
The
contractor shall supply the government access to all information
obtained during beneficiary encounters. This includes encounters
through emails, walk-ins, and phone calls. Summaries of each encounter
should be made available in the contractor’s online system. The
information will be available to select staff within the MHS, primarily
those in a customer service capacity such as BCACs and DCAOs. Access
to the information for staff outside the Military Treatment Facility
(MTF)/Enhanced Multi-Service Market (eMSM) will be approved by a
designated TRO representative and for staff at the MTF/eMSM, access
will be approved by the Contract Liaison. Quality reviews may be
conducted when discrepancies in information provided by contractor
staff to beneficiaries has been identified. Access to information
will not include sensitive or behavioral health information. Information
obtained from incoming correspondence and emails will be available
upon request.