Debt Collection Assistance Officer Program
MSgt Wesley L. Hardin
Beneficiary Education Coordinator TRICARE Management Activity
TOTAL CLAIMS RECEIVED
26,699,069 21,839,139 22,341,821 24,835,707 29,339,028 32,409,475
FY 95
FY 96
FY 97
FY 98
FY 99
FY 00
Where we are now..
• MTF DCAOs providing monthly workload data to Lead Agent DCAO • LA DCAO forward monthly report to TMA • Weekly DCAO updates to TRICARE website • Maintain continuous communication with Lead Agent DCAOs regarding status of cases
DCAO Program
Cases Year-To-Date
Region 1 2 3 4 5 6 7/8 9 10 11 PAC Name NORTHEAST MID-ATLANTIC SOUTHEAST GULF SOUTH HEARTLAND SOUTHWEST CENTRAL SOUTHERN CALIFORNIA GOLDEN GATE NORTHWEST PACIFIC Cases 198 265 63 90 32 106 70 29 24 12 47
EUR
15
EUROPE
LATIN AMERICA/CANADA
42
2
TOTAL 980
Current Status: All Cases
Cases Being Worked 171
Cases Resolved 809
TOTAL CASES: 980
Conclusions
• DCAO Program well underway
• One out of every two cases were resolved by DCAO w/o MCSC involvement. “One Stop Shopping” concept
• “Bad claims” dominate the Reason Referred to Debt Collection for this reporting period • Beneficiary/ Provider Education continues to be a key factor
• Case workload: Care provided in 1999 = 34%; 2000 = 49%
• Findings-to-date will be shared with Military Health System and Managed Care Support Contractors
“DCAO Mania”
Is this a credit Bureau case?
Multiple 1-800 numbers
This process is broken!
The bene is getting the run around...
Who do I call?
What tools are out there? Is this a Debt Collection Case?
What’s on the Horizon?
• World-wide VTC with LA DCAOs (Jan 01)
• Deploy web-based tool for tracking cases at all levels (MTF/LA/TMA)
• Deploy “revised” DCAO Training Guide to MTF/LA DCAOs • Web based training guide will be available via TRICARE University “Stay Tuned for more info!”
“eDCAO” • State of the art functionality
• User Friendly • Connectivity to web
• Tracking & Trending Capability
• Enhance existing process
Questions
?
wesley.hardin@tma.osd.mil