Contact TRICARE West Region
Self Service Available 24/7/365
Manage care through our self-service portals whenever it is convenient.
Use the log in button above.
Talk to a Customer Service Representative
Our experienced customer service representatives are here to help Monday – Friday, 8 a.m. to 6 p.m. in your time zone.
Contact us via chat through the secure beneficiary portal.
Call us at 888-TRIWEST (874-9378) and follow the prompts for expert service.
Instructions
Please choose the appropriate tab and follow the instructions to navigate the appropriate phone system.
Beneficiary Call Routing
After selecting Beneficiary as the caller type, please be prepared to verify your identity in one of 3 ways:
- DoD ID + Last 4 of SSN
- or DBN + Last 4 of SSN
- or Full SSN + DOB
Once you have verified your identity, use the map below to direct your call to the proper agent:
| Topic | Your Inquiry | Say* |
|---|---|---|
| Claims | You have a question about a Claim or Bill for services rendered | Claims |
| Clinical Operations | You have questions about a facility transfer from one in-patient facility to another | Facility Transfer |
| You are calling about Fetal Surgery needs | Fetal Surgery | |
| You are calling for Clinical Operations | Clinical | |
| Wanting to be transferred to a known extension | Extension, Directory | |
| You are calling about Care Management | Care Management | |
| You are calling to speak with Care Coordination | Care Coordination | |
| You are calling about diagnosis care | Help with Care, Cancer, Transplant | |
| You are calling about home health care services | Home Health | |
| You are calling about home needed medical equipment | Medical Equipment | |
| You are calling to speak to someone in Disease Management | Disease Management, Asthma, Diabetes, Heart Disease, COPD, Anxiety, Depression, PTSD, Long Covid | |
| You are calling to speak to someone in Population Health | Population Health, Health Coach | |
| You want information about Autism Care Demonstration | Autism | |
| You want information about Tobacco & Vaping Cessation | Tobacco, Vaping, Smoking | |
| You want to discuss a Peer Review | Peer Review | |
| You want to discuss an Appeal | Appeal | |
| You would like to speak with the ECHO Team | Echo | |
| You are calling for assistance with your case management | Case Management | |
| Crisis | You have an urgent need | Crisis |
| Enrollment, Premiums and PCM | You have received a premium bill | Bill Received, Billing |
| You are calling regarding enrollment | Enrollment, Qualifying life event, Divorce, Marriage, Birth | |
| You are calling to check your enrollment status | Enrollment Status | |
| You're calling regarding a Primary Care Manager | PCM, PCP, Primary Care | |
| You're calling to make a payment | Payment, Pay, Premium, Finalize Enrollment | |
| You are calling to enroll | Enroll | |
| Existing Appointment | You have a question about an appointment | Appointment |
| Provider Locator | You are calling to locate a provider | Looking for a Provider, Locate a Provider, Provider |
| Referrals and Benefits | You are calling with question on how your services were covered | Explanation of Benefits, EOB |
| You have a question about an authorization or referral | Authorization, Referral | |
| Scheduling an Appointment | You have questions about scheduling an appointment | Scheduling |
| Urgent Care | You are calling to get Urgent Care | Urgent Care |
*Although even more words, phrases and intents will be learned and adopted in the future, please leverage one of the words or phrases from this list for best results.
Provider Call Routing
After selecting Provider as the caller type, please be prepared to verify your identity in one of 3 ways:
- TIN
- NPI
- Note: You will also be asked to verify the Beneficiary's identity before we can release any information
Once you have verified your identity, use the map below to direct your call to the proper agent:
| Topic | Your Inquiry | Say* |
|---|---|---|
| Benefits and Eligibility | You are calling to check the eligibility of a beneficiary | Eligibility, Coverage Check, Benefits |
| Claims | You are a calling about the status of a submitted claim | Claims Status |
| You are calling about a claim submission | Submission | |
| You are calling about a claims payment | Void, Check, Reissue, Check Dispute | |
| You are calling about a denied claim | Denial | |
| You are calling about an adjusted claim | Adjustment | |
| You are calling about an electronic claim submission | Electronic, EDI | |
| You are calling about an over payment | Recoupment | |
| You are calling about claims reconsideration | Reconsideration | |
| You are calling about remittance advice | Remittance, PRA | |
| You are calling about timely filing | Timely Filing | |
| You're calling about claims | Claims, Newborn Claims | |
| Clinical Operations | You have questions about a facility transfer from one in-patient facility to another | Facility Transfer |
| You are calling about Fetal Surgery needs | Fetal Surgery | |
| You are calling for Clinical Operations | Clinical | |
| Wanting to be transferred to a known extension | Extension, Directory | |
| Contract Inquiries | You’re calling to inquire about your provider contract | Contract, Contracting, Rate Schedule, Discount, Contract Status, Rates |
| Network Participation | You're calling to join the TRICARE West Network | Network |
| Provider Portal | You’re calling for assistance regarding the TriWest Provider Portal | Provider Portal, Website, Portal Support, Availity |
| Referrals and Authorizations | You have a question about an authorization or referral | Authorization, Referral |
| You are calling to look up an Authorization | Authorization Lookup | |
| Update Your Information | You’re calling to inquire about or update your provider information | Address, Add Practitioner, Data, Demographics |
*Although even more words, phrases and intents will be learned and adopted in the future, please leverage one of the words or phrases from this list for best results.
Government Call Routing
After selecting Government as the caller type, you will be prompted to specify what type of Government caller you are:
- Press 1 if you are BCAC or DCAO
- Press 2 if you are MMSO
- Press 3 if you are calling about a facility transfer
- If none of the above options apply, press 4
Use the map below to direct your call to the proper agent:
| Topic | Your Inquiry | Say* |
|---|---|---|
| Appointment | You are calling about a beneficiaries appointment | Appointment |
| Claims | You are calling regarding claims | Claims |
| Clinical Operations | You have questions about a facility transfer from one in-patient facility to another | Facility Transfer |
| You are calling about Fetal Surgery needs | Fetal Surgery | |
| You are calling for Clinical Operations | Clinical | |
| Wanting to be transferred to a known extension | Extension, Directory | |
| You are calling for Care Management | Care Management | |
| You are calling to speak with Care Coordination | Care Coordination | |
| Enrollment | You are calling about Enrollment inquiries for a Beneficiary | Enrollment |
| Portal Support | You are calling for support on the Government Portal | Portal |
| Referrals | You are calling regarding authorizations and refferals | Referral |
*Although even more words, phrases and intents will be learned and adopted in the future, please leverage one of the words or phrases from this list for best results.