Community Care Contact Center (C4) Fact Sheet

Community Care Contact Center (C4) Fact Sheet

Overview The Community Care Contact Center (C4) is part of the Department of Veterans Affairs (VA) strategic initiative to improve the customer service experience for Veterans and to ensure Veterans choose VA by getting them the right care at the right time from the right provider.

The Community Care Contact Center (C4) provides Veterans, beneficiaries, VA employees and the public a singular point of contact to assist with questions related to VA community care. C4 customer service representatives respond to these questions by providing program education and administrative support; conducting eligibility and benefits counseling; and by researching, identifying, and resolving issues pertaining to Office of Community Care claims, billing and payments. This quality customer service is accomplished through use of contact center management best practices and advanced technology.

Benefits of the Community Care Contact Center By realigning community care-related customer contacts from Veterans Integrated Service Networks (VISNs) and VA medical centers (VAMCs) to C4, facility Community Care staff will be able to focus their time and attention on performing primary duties i.e., processing claims, scheduling appointments, etc. This impacts facility Community Care staff and Veterans in the following ways:

? Provides Veterans one number to call (877-881-7618) for all Office of Community Care-related questions and issues once VISN contacts are realigned to C4

? Reduces wait time for Veteran callers

? Allows facility Community Care staff to redirect resources from answering phones to primary functions

? Reduces outside interruptions, potentially improving processing accuracy

? Improves reporting by providing tracking numbers and capturing types of calls received

? Delivers standardized business processes to ensure accurate, consistent, and professional responses to all stakeholders

? Increases use of the Customer Relationship Management (CRM) application that provides all VA employees (local and national) a way to manage customer interactions and escalations in real-time

? Adverse Credit Reporting (ACR) line. This service provides national support to Veterans experiencing VA-related collections issues, as a result of untimely payment from a Choice contractor or VA, for authorized care received in the community

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Additional Information Customer Experience (CX) is a directorate located in Denver, CO. Customer Experience is aligned under Delivery Operations, Office of Community Care, Veterans Health Administration (VHA), Department of Veterans Affairs (VA). CX handles 1.94M calls annually for the following lines of business and VA programs: Community Care Contact Center (C4), Family Member Contact Center (FM), Adverse Credit Reporting (ACR), Children of Women Vietnam Veterans (CWVV), Civilian Health and Medical Program of the Department of Veterans Affairs (CHAMPVA), Family Caregiver Support, Spina Bifida Health Care, Veteran Foreign Medical Program (FMP), and VA Community Care. CX has more than 500 employees with 322 employees supporting C4. For more information, please contact

OCCCustomerExperience@ .

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