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Defense Health Agency

"On October 1, 2013, the Department of Defense established the Defense Health Agency (DHA) to manage the activities of the Military Health System. These activities include those previously managed by TRICARE Management Activity (TMA), which was disestablished on the same date. During the next several months, all TMA websites will change to reflect the new DHA. We appreciate your patience during this transition."

About the Beneficiary Education and Support Division

Mission

Ensure TRICARE beneficiaries have access to necessary information to make appropriate health care decisions.

Vision

A world-class beneficiary education and support system that integrates all TRICARE beneficiary education and outreach efforts resulting in clear, consistent, timely and accurate information delivery when, where and how beneficiaries and other stakeholders need it.

Roles & Responsibilities

  • Coordinate with DoD, Health Affairs, Services, DHA Regional Offices and contractor partners to ensure consistent TRICARE information.
  • Develop evidence based, targeted tactics and tools that integrate:
    • Comprehensive planning
    • Traditional and social media
    • Leadership briefing support
    • Targeted, timely and consistent beneficiary Web pages and content
    • Annual BE&S training conference
    • Correspondence to beneficiaries, DoD leaders, and members of Congress
    • TRICARE training for Beneficiary Counseling and Assistance Coordinators (BCACs), Health Benefit Advisors, Family Support Groups, the Reserve Components and others who interact with beneficiaries
    • Outreach to special interest groups such as Beneficiary Coalition & National Military/Veterans Alliance
    • Consistent response to beneficiary questions/concerns by call center staffs, customer service representatives, BCACs, etc.
    • International suite of education materials in print and online
Quad Aim Graphic

BE&S Mission in Support of the Quadruple Aim & Health Literacy

  • Population Health
    • Benefit education
    • Counter-marketing and healthy living
  • Experience of Care
    • Customer service support and benefit education
    • Multiple formats and locations, plain language
  • Per Capita Cost
    • Educate beneficiaries on “using benefits wisely”
      • Cost-efficient services such as Home Delivery
      • Access care in appropriate venues
    • Responsibly manage internal resources
  • All in support of Readiness

BE&S comprises the following branches:

Benefit Information & Outreach

The Benefit Information & Outreach Branch ensures health literacy of a widely-diverse beneficiary population and other stakeholders by delivering content via diverse vehicles such as traditional and social media, educational Web videos and podcasts, and external outreach. This branch works in partnership with Health Affairs, the Services and OSD communicators and contractor partners to ensure consistent and unified TRICARE benefit information. Visit the TRICARE Media Center for a full scope of Benefit Information & Outreach products.

Customer Service Support

The Customer Service Support Branch integrates TRICARE customer service across the Military Health System, regional offices, contractor partners and others to ensure delivery of clear, timely, and accurate TRICARE information by government and contractor customer service representatives to beneficiaries and other interested parties.

Beneficiary Publications

The Beneficiary Publications Branch develops and delivers clear, timely, and accurate TRICARE educational materials to all eligible TRICARE beneficiaries via contractor partners, worldwide customer service personnel, and the TRICARE Website. The branch also maintains and protects TRICARE branding for credibility and recognition.

Printing Support & Resources

The Printing Support & Resources Branch provides cost-effective printing services for beneficiary educational materials and other DHA program offices. This branch also ensures contract and budgetary resources meet the needs of the organization and audience.

Plans & Analysis

The Plans & Analysis Branch performs formative beneficiary information/education planning and data analysis to help beneficiaries understand their TRICARE benefit. This branch also safeguards TRICARE trademarks to eliminate beneficiary ambiguity.

Beneficiary Web Services

The Beneficiary Web Services Branch provides clear, timely, accurate and targeted TRICARE information to 9.7 million uniformed service members, retirees and their families via a user-friendly, dedicated TRICARE Beneficiary Website. This branch also manages the DHA Corporate Website to inform and educate health care industry, Services, beneficiaries and other Stakeholders about the programs, activities and responsibilities of DHA and all other subpages to www.tricare.mil.

>>View BE&S Overview Presentation