Customer Service

Keller Army Community Hospital is dedicated to providing high-quality, safe, cost-effective, accessible medical care and health promotion programs to beneficiaries. The KACH team strives to treat everyone with dignity and respect and make every encounter the most pleasant, patient-friendly experience possible.

Patient Relations/Advocate

Patient advocates advise and help you with medical and dental benefit concerns within Keller Army Community Hospital. The Patient Advocate’s primary assignment is to assist you in exercising your rights as a patient. They are also available to act as your advocate and to provide a specific channel through which you can seek solutions to problems, concerns and unmet needs.  

Here is the Patient Bill of Rights and Responsibilities in Military Hospitals and Clinics.  

The BCAC is a health benefits advisor that educates and helps you with TRICARE-related inquiries. The BCAC:

• Provides counseling on benefits information and assistance to beneficiaries concerning medical and dental care authorized through TRICARE Prime, TRICARE Reserve Select (TRS), TRICARE Retired Reserve (TRR), TRICARE Prime Remote (TPR), Transitional Assistance Medical Assistance Program (TAMP), TRICARE Plus, TRICARE For Life, Federal Employees Dental and Vision Insurance Program (FEDVIP) and the US Family Health Plan.

• Assists beneficiaries in the completion of enrollment forms, health insurance forms, and medical claims forms.

Debt Collection Assistance Officer (DCAO)

DCAOs help with resolving debt collections due to unpaid TRICARE claims. The debt must be in collections or listed on your credit report. The DCAO:

• Researches beneficiary’s medical claims concerns, provides clarification on financial obligations and provides assistance with administrative errors during the billing process.

• Resolve claims for civilian health care before they become debt collection issues.

• Assists beneficiaries whose unpaid medical debts have been transferred to collection agencies and/or have resulted in negative credit reports.

If you have questions about your TRICARE benefits, need assistance with enrollment, medical claims, or healthcare related debt collections, contact them immediately and provide all supporting documentation. Whether you’re a new or established TRICARE beneficiary, it’s never too late to learn how the benefit works for you. Call to arrange a desk-side briefing for one or a group briefing at Keller or a sight of your choosing.

Interactive Customer Evaluation (ICE)

ICE is a web-based tool that collects your feedback on services at Keller Army Community Hospital. The ICE system allows customers to submit online feedback to the service providers they have encountered. Your ICE comments are used to improve the products and services available to you.

We welcome your feedback and ask that you include your contact information so we can follow up to let you know your concerns were addressed.

Joint Outpatient Experience Survey (JOES)

We also encourage you to fill out the Joint Outpatient Experience Survey (JOES), if you should receive it in the mail. JOES asks beneficiaries across military medicine about the care they receive. From provider knowledgeability and communication, to services received at the pharmacy, radiology or lab, to the courtesy you received at Keller.

The JOES survey is sent to you by mail or email. It’s completely confidential, and when you fill it out you’re helping us serve you better. We’re monitoring the outpatient experience of beneficiaries because we believe there is no higher calling than serving those who serve, have served or those who support those that serve/have served.

Your positive and negative comments are critical to our continual improvement.