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New Online VA Travel Reimbursement Program Is Failing Veterans, Inspector General Finds

West Haven Veterans Affairs Medical Center, New Haven, Connecticut.

A new system designed to ensure that the Department of Veterans Affairs reimburses veterans for appointment-related travel quickly and properly is not living up to expectations, frustrating veterans and causing headaches for travel staff.

The Veterans Health Administration rolled out its Beneficiary Travel Self Service System, a web-based travel reimbursement program, in November 2020 to replace a long-standing system accessible through stand-alone kiosks at VA medical facilities or by submitting paper claims.

Goals for the new program, known as BTSSS, were to make it easier for veterans to file travel claims and decrease the amount the VA improperly paid out for claims. Incorrect payments increased from $70 million in fiscal 2013 to $123 million in fiscal 2021.

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The Veterans Health Administration spent more than $1.3 billion on patient travel in fiscal 2021, an increase from roughly $1 billion in fiscal 2019 and $890 million in fiscal 2020.

VA kiosk

Shortly after the system was introduced and the VA began removing travel kiosks from hospitals and clinics, veterans began notifying Military.com of their concerns with the new system, which is primarily accessed via smartphone or computer.

"The easy-to-use, fast kiosks were implemented systemwide, then, after a few short years, were jerked out with [very] few days warning to veterans," wrote a former service member who did not want to be identified. "Doesn't sound like a big deal for every veteran to cope with? It is!!"

The VA reimburses veterans and, in some cases, their caregivers for travel expenses to and from many medical appointments, including mileage, tolls and parking. It even covers airfare in certain cases.

The VA Office of Inspector General began receiving complaints that BTSSS actually slowed down processing and decreased production, prompting the office to investigate whether the new system met expectations.

The system, developed by Liberty IT Solutions, now part of Booz Allen Hamilton, was designed to solve claims automatically, without human involvement, at least 90% of the time and was to be used by veterans without them requiring assistance at least 80% of the time.

But a VA OIG review published last month found that just 17% of claims filed from February 2021 through July 2022 were automatically adjudicated, "well short of ... the goal of 90 percent." It also calculated that veterans used the web-based portal for only about 49% of total claims.

The OIG found that travel staff implemented work-arounds to deal with the new program and frequently relied on the old system to fill claims.

It also determined that the VA failed to effectively communicate with veterans and veterans service organizations before changing over to the new system and, instead, solicited feedback only from veterans who worked at the VA program office responsible for implementation, not patients or VSOs.

"Further, the program office did not provide training to veterans on how to enter claims in BTSSS until almost five months after system launch. Consequently, during system rollout, the review team found that some veterans experienced difficulties creating user accounts and lacked needed training on how to use the new system to enter travel claims," according to the report, "Goals Not Met for Implementation of the Beneficiary Travel Self-Service System. "

VA officials say they have implemented a new patient check-in process designed to simplify the steps taken before a veteran is seen for an appointment, and that is why the kiosks were removed.

A decision has been made, however, to integrate BTSSS with the new patient check-in process, "expected for completion later this summer," according to John Saulmon, chief of staff for member services at the VHA.

The VA also is developing a program that will allow it to more efficiently handle paper claims in the system. Travel claims will then be submittable online, via email, by fax or in person during patient check-in.

The VA estimates that 90% of veterans have access to a smartphone or other mobile device, and it encourages them to use the system. VA medical centers were urged to conduct outreach when the program was first introduced, and how-to videos are available online, according to Saulmon .

In the VA's response to the report, officials said they concurred with the OIGs recommendations to improve the system and would work harder to effectively communicate with patients on how to access the system through their computer or smartphone.

"We will utilize the customer feedback [of the baseline BTSSS veteran survey] to perform targeted user testing by veterans to develop and prioritize future changes to [the system]," VA officials wrote in their response.

Sen. Jon Tester, the Montana Democrat who chairs the Senate Veterans Affairs Committee, has pressed the VA to address issues with the system and make it more user-friendly.

Last week, Tester called it unacceptable that veterans weren't consulted before the BTSSS was introduced, and he implored the department to make immediate changes.

"The bottom line is that VA needs to fix this system without further delay, and I look forward to seeing renewed efforts to repair the trust lost from veterans in this process," Tester said in a press release.

-- Adrian Bonenberger contributed to this report.

– Patricia Kime can be reached at [email protected] . Follow her on Twitter @patriciakime

Related: VA Lost More than $3.5 Billion in Misplaced Spending in Fiscal 2022

Patricia Kime

Patricia Kime

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Patient Travel Contacts

Below is a list of travel contacts for each of our regions if you have any questions about your travel to and from Anchorage.

The goal of the Travel Management Office is to make the journey to and from the Alaska Native Medical Center as easy and stress-free as possible for our patients. If you have any questions or unsure about your travel plans to Anchorage, contact the ANMC Travel Management Office at 866-824-8140.

Anchorage Service Unit

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COMMENTS

  1. Beneficiary Travel- Points of Contact

    Anchorage - Alaska VA Healthcare System (463) Rebecca M. Hansen: 907-257-4771: David Young: ... Sioux Falls VA Health Care System (438) BT Office: 605-373-4196: Ryan Haldeman: 605-336-3230 ext. 7065: St. Cloud VA Health Care System (656) ... U.S. Department of Veterans Affairs | 810 Vermont Avenue, NW Washington DC 20420. Last updated February ...

  2. Anchorage Regional Office Home

    United States Department of Veterans Affairs Regional Office, Anchorage. Apply for and manage the VA benefits and services you've earned as a Veteran, Servicemember, or family member—like health care, disability, education, and more. ... Anchorage Regional Office. U.S. Department of Veterans Affairs 1201 N Muldoon Road Anchorage, AK 99504 ...

  3. Contact Us

    The Office of Public Affairs can assist local media with queries, interview requests, and expert information about the VA Alaska Healthcare System. Phone: 907-257-5490 Email: [email protected]. After hours or on weekends, call the operator at 888-353-7574 and ask for the administrator on duty.

  4. Services Offered by the Anchorage Regional Office

    VA's Anchorage Regional Office (RO) administers a variety of benefits and services, including Compensation, Education, Insurance, Loan Guaranty, Pension, and Veteran Readiness and Employment for Veterans, Servicemembers, their families and survivors in Alaska. We offer the following additional services:

  5. Colonel Mary Louise Rasmuson Campus Of The Alaska VA Healthcare System

    If you have trouble filling a prescription by a VA health care provider or VA-authorized community provider, contact your local VA pharmacy or call our MyVA411 main information line at 800-698-2411 . VA Alaska health care

  6. VA Alaska Health Care

    1201 North Muldoon Road. Anchorage, AK 99504-6104. Get directions on Google Maps to Colonel Mary Louise Rasmuson Campus of the Alaska VA Healthcare System. Main phone: 888-353-7574. Mental health care: 907-257-4854, ext. 1. See all locations.

  7. State Office of Veterans Affairs

    The Alaska Office of Veterans Affairs serves as the primary advocate for Alaska's veterans and strives to help our veterans and their families improve their lives. From helping veterans to file claims for education, medical or other benefits to assisting them in obtaining earned military awards, the Office of Veterans Affairs is here to serve ...

  8. Veterans

    Alaska Department of Military and Veterans Affairs / Contact Us Physical Address: 4600 DeBarr Rd, Suite 180. Anchorage, AK 99508. Office Hours: Monday - Friday. 0800 - 1600. ALASKA OFFICE OF VETERANS AFFAIRS CONTACTS. Main Contact Information Main Numbers 907-334-0874 1-888-248-3682 Fax Number: ...

  9. Anchorage Vet Center

    If you're a woman Veteran transitioning to civilian life, we can help you find counseling, support, and referral services to meet your specific needs. The Anchorage Vet Center has specialized counseling services and recreational activities for female Veterans and service members. Please contact us at 907-563-6966 for current events.

  10. Directions and Maps

    Anchorage Regional Office. Directions and Maps. Image Credit: Ken Graham Photography. 1201 North Muldoon Road Anchorage, AK 99504. Phone: 800-827-1000. Get Directions. Enter your starting address: ... The VA Regional Office is located on the left (1201 N Muldoon Road, Anchorage, AK 99504).

  11. Visiting Hours

    At its National Call Centers at 1-800-827-1000. By email at https://iris.custhelp.va.gov. By making an appointment for a virtual interview with one of our Anchorage staff via our online booking page for phone calls. Apply for and manage the VA benefits and services you've earned as a Veteran, Servicemember, or family member—like health care ...

  12. Locations

    1201 North Muldoon Road. Anchorage, AK 99504-6104. Get directions on Google Maps to Colonel Mary Louise Rasmuson Campus of the Alaska VA Healthcare System. Main phone: 888-353-7574. Mental health care: 907-257-4854, ext. 1.

  13. Find Travel Office

    Please choose your government branch or enter your agency, organization, unit number or duty session name in the form field below. We will direct your inquiry to the correct travel office page for further action. Find your dedicated CWTSatoTravel team with The Travel Office Locator. Contact your travel office to request an itinerary, invoice or ...

  14. Elmendorf Anchorage VA Regional Office

    (907) 257-4700 (800) 827-1000. Address. 1201 Muldoon Road

  15. Veterans

    The Alaska Office of Veterans Affairs serves as the primary advocate for Alaska's veterans and strives to help our veterans and their families improve their lives. From helping veterans to file claims for education, medical or other benefits to assisting them in obtaining earned military awards, the Office of Veterans Affairs is here to serve ...

  16. Register For Care

    You can pay your VA Alaska health care bill online, by phone, mail, or in person. You can pay your VA Alaska health care bill online, by phone, mail, or in person. ... 1201 North Muldoon Road Anchorage, AK 99504-6104 Hours. Mon. 7:30 a.m ... We can also accept your completed application at our patient registration office for processing.

  17. Veterans

    They also know the rules and regulations adopted by the Department of Veterans Affairs to clarify and implement those laws. A Veterans Service Officer has specialized knowledge in the best way suited to the needs of every individual veteran or other beneficiary who contacts their office for assistance. ... Anchorage Office 907-257-4760 Juneau ...

  18. Traveling Veteran Coordinator

    Veterans who wish to continue their VA health care in a different location while traveling or temporarily relocating are encouraged to consult a Traveling Veteran Coordinator.

  19. Anchorage VA Medical Center

    It's an urban 3-Low Complexity facility and serves Veterans in Anchorage. AddressAnchorage VA Medical Center1201 North Muldoon RoadAnchorage, AK 99504. Main number: 888-353-7574.

  20. Veterans Service Organizations

    Veterans Service Organizations. The following Veterans Service Organizations are co-located at the Anchorage Regional Office: American Legion. Disabled American Veterans. Veterans of Foreign Wars. Vietnam Veterans of America. External Link Disclaimer: By clicking on the links above you will leave the Department of Veterans Affairs Website.

  21. New Online VA Travel Reimbursement Program Is Failing Veterans

    An online travel reimbursement system implemented by the Veterans Health Administration in 2020 has caused headaches for veterans used to filing claims through kiosks at VA medical facilities.

  22. Meet Our Leadership Team

    Assistant Director: Melissa Bay. Ms. Melissa Bay was appointed to the position of Assistant Director for the Portland and Anchorage Regional Offices in August 2021. Prior to this appointment, she was selected to be the Veteran Readiness Officer in June 2018. She relocated to the Portland Regional Office from the Hartford Regional Office in ...

  23. Patient Travel Contacts

    Below is a list of travel contacts for each of our regions if you have any questions about your travel to and from Anchorage. The goal of the Travel Management Office is to make the journey to and from the Alaska Native Medical Center as easy and stress-free as possible for our patients. If you have any questions or unsure about your travel plans to Anchorage, contact the ANMC Travel ...