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.