Our team has been working diligently since June 2024 to try to make this January 1 transition as smooth as possible. As a long standing and dedicated provider for Tricare active duty and their families for the past 12 years, we love supporting this population. We take pride in continuing to serve those who serve. This change impacts 4.5 million people in the 26 states covered by Tricare West.
However, as we sit here on January 16, 2025, our stress is very high. As many as 75% of Retired Military Families information did not get transferred properly and they are without health coverage since January 1st. This is totally unacceptable and puts lives at risk both on the medical and mental health sides of care.
We spent many hours since June 2024 on credentialing and triple confirmed and are they not showing the correct providers and we have requested this be updated to be accurate. They state they are unsure when this can be completed. This is unacceptable.
It's been over an hour wait to confirm benefits on the phone for new patients and then our team has been told only one patient at time. This is bottlenecking our ability to care for new clients. This is unacceptable.
On the claims side of care we have provided since January 1, we are unable to confirm receipt and it's unknown when claims will get paid. We haven't been able to get this answer either. They stated Availity would be the system Triwest would use and it's not working. This is unacceptable.
We know it's no picnic on the patient side either- also reporting long wait times, errors in benefits in DEERS, misquoted deductibles. It's beyond a mess. This is unacceptable.
Triwest was awarded the contract in 2022 and appeared to have done little to nothing to prepare. This is unacceptable.
We will continue our efforts with calls and emails daily. We are working hard to ensure we are doing everything possible on our end to continue care and serve new patients as we have openings for new Tricare clients and are staffed to fully service our military community in San Diego and Riverside. We will continue to accept new patients and their families as we work to resolve the Triwest management of care problems.
Do better Triwest, our military and their families deserve so much better.
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