The healthcare landscape is evolving fast – and nowhere is the pressure higher than in services supporting our nation's Veterans. For organizations like TriWest Healthcare Alliance, which manages health benefits for the Department of Defense’s TRICARE West Region, delivering efficient, compliant, and compassionate care coordination is mission-critical.

The Challenge: Coordinating Care Across Complex Systems

TriWest faced a high-stakes challenge: implement a new program to give Veterans access to community care providers – fast. With the Veteran’s Accountability Choice Act setting the regulatory tone, success hinged on rapidly integrating multiple stakeholders, including Veterans, caregivers, VA personnel, and out-of-network providers.

They needed a solution that could hit the ground running and was able to easily scale.

The BizFlow Solution: A Multi-Generational Implementation Plan

This is where BizFlow enters.

Drawing on deep expertise in process improvement and its robust automation platform, BizFlow deployed a four-part strategy that transformed TriWest's operational capability and improved Veteran access to healthcare:

• Standing Up the Contact Center – In Just 28 Days.
• Established 11 end-to-end processes, including eligibility verification, credentialing providers, and issuing member ID cards.
• Trained 800+ Customer Service Representatives to launch the Veteran’s Choice Program (VCP).
• Zero-Error Scheduling with CRM Integration.
• Deployed a new CRM solution in under six weeks.
• Eliminated data errors in appointment scheduling, delivering consistency and clarity to both Veterans and caregivers.
• Building a Streamlined VA Portal.
• Rolled out in just 10 weeks, this interface gave VA Medical Center staff seamless access to documentation, transactions, and communication workflows.
• Fixing Data Quality at the Source.
• Introduced real-time validation with custom business rules.
• Reduced the data learning curve from six months to one – boosting productivity and cutting down rework by 90%.

The Results: Better Care, Faster Access, Real Savings

BizFlow’s solution didn’t just meet the moment – it exceeded expectations:

• $10M+ in annual savings through error-proofed scheduling.
• 2.6x increase in team throughput for provider data services.
• 90% reduction in rework and faster onboarding of personnel.
• 2 contact centers stood up ahead of aggressive deadlines, vastly improving Veteran access to community care.

Why It Matters

Behind every process improvement is a real human impact. By helping TriWest and the VA modernize critical operations, BizFlow enabled faster, more accurate access to care for the very people who served our country. And when it comes to healthcare for Veterans, faster access isn't just a metric – it's a mission.