Get to Know TRICARE Dental Program (TDP)
Customer Service
What is TDP customer service?
The TDP customer service department consists of 105 staff members
responsible for responding to telephone, Internet and written
inquiries in support of TDP-enrolled members and providers.
Our customer service representatives are experienced in the
TRICARE Dental Program and many have been servicing the contract
since United Concordia began administering it in 1996. Some of
our staff have served in the military or have family members
currently active in the military. All of our TDP staff, as well
as our commercial staff are proudly based in the United States
"As a former military member with an active duty spouse, I fully
understand the stress and trials involved in serving and supporting
family members" said Lori Souders TDP customer service representative.
"This experience has made me even more committed to providing
superior service to the members who we are privileged to serve
every day."
What are the responsibilities of TDP
customer service representatives?
Our goal is to exceed the expectations of our customers. Our
service representatives explain how easy it is to enroll on-line
or to register to use "My Dental Benefits" (for members) and
"My Patients' Benefits" (for providers). Representatives routinely
assist members to find a participating dentist, explain program
benefits and provide claim-specific information. If assistance is
needed with any of their dental health care needs, we are here
and ready to provide help and support.
TDP customer service is divided into two areas and each employee
is dedicated to servicing either the Continental United States
(CONUS) or the areas outside the Continental United States (OCONUS).
Through August 2009, our representatives supporting the CONUS areas
have serviced 608,000 phone calls and processed more than 9,000
Internet and nearly 43,000 written inquiries. The OCONUS unit consists
of service representatives who are multi-lingual and service
inquiries from members and dentists world-wide.
Through August 2009, a total of 73,564 inquiries were serviced
by "My Dental Benefits," which provides on-line access for enrolled
members to view benefits and claims-specific information. A total
of 1,442,000 transactions were processed using "My Patients' Benefits,"
which provides Internet access for network dentists to review
their patient's benefits and claims history.
Our commitment to our customers
"United Concordia is proud to have administered the TDP contract
for the last 13 years. We consistently enhance the services offered to
military personnel and families as well as network providers to meet
their changing needs," says Patricia Letnaunchyn, director of TDP
operations. "Our staff recognizes and appreciates the personal
sacrifices our military men and women make each day to protect
our country. We are honored and privileged to have the opportunity
to serve them and their families. "
Our commitment to the TRICARE program extends beyond benefits
administration," said Gretchen Alphonso, manager of TDP customer service.
"Each day our staff looks for new and innovative ways to meet the community
and personal needs of our TDP members."
Some past activities include sending care packages to military members
overseas, "adopting" a family for Christmas, holding donation drives
to benefit veterans, and sending cards to active and retired military
members in honor of Veteran's Day.
