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Patient Resources

Customer Service

Customer Relations/Patient Advocate

Customer Relations Office acts as a liaison between patients and staff with a goal of finding the best solution for the patient and the organization.

Beneficiary Counseling and Assistance Coordinator (BCAC)
BCACs educate and help you with TRICARE-related inquiries. Link: Beneficiary Counselor and Assistance (tricare.mil)

Debt Collection Assistance Officer (DCAO)
DCAOs help with resolving debt collections due to unpaid TRICARE claims. The debt must be in collections or listed on your credit report. Link: Beneficiary Counselor and Assistance (tricare.mil)

Interactive Customer Evaluation (ICE)

ICE is a web-based tool that collects your feedback on services at this facility.

Frequently Asked Questions:

Q: How do I change my PCM?
A: Non-Active Duty beneficiaries can call 1-800-TRICARE to change your PCM.
A: Active Duty Service Members must file a request for change of PCM from either their BDE or through the Customer Relations Office. Soldiers are specifically assigned to providers whom work directly with their battalions.
Q: How do I file an ICE Comment?
A: You can complete a survey at ice.disa.mil or you can contact the Customer Relations office at 808-433-8504.
Q: Can you help me with my command for not following my profile?
A: The Customer Relations Office can only address medical concerns that are related to the Desmond T. Doss Health Clinic and those who work there.
Q: My medical records are incorrect, how can I get these updated?
A: Our Patient Administration office can assist you in updating your medical records.
Q: Can I go to TRICARE Select before the season opens?
A: Get with the Healthcare Benefits Advisor to see if you qualify to switch early to Tricare Select.

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