The healthcare world moves fast, and few places feel the pressure quite like the services that care for our nation’s Veterans.
For TriWest Healthcare Alliance, which manages health benefits for the Department of Defense’s TRICARE West Region, the goal was simple but serious: make sure Veterans could access the care they deserve, efficiently and compassionately.
TriWest needed to launch a new program that would let Veterans see community care providers outside of VA facilities. The problem was that it had to happen fast. The Veterans Access, Choice, and Accountability Act had set clear expectations, and TriWest had to bring together Veterans, caregivers, VA staff, and thousands of out-of-network providers almost overnight.
They needed a solution that could start strong and grow quickly without slowing the mission down.
This is where BizFlow came in. With years of experience improving processes in complex environments, BizFlow helped TriWest design a plan that could deliver immediate results and keep building over time.
Standing up the contact center
Within 28 days, BizFlow helped launch 11 end-to-end workflows covering eligibility verification, provider credentialing, and member ID issuance. More than 800 customer service representatives were trained and ready to start the Veterans Choice Program.
Zero-error scheduling
A new CRM system went live in less than six weeks. Appointment data became accurate and reliable, giving Veterans and caregivers confidence that their schedules were right the first time.
A streamlined VA portal
In just 10 weeks, VA Medical Center staff had access to an easy-to-use portal that connected documentation, transactions, and communication in one place.
Fixing data at the source
BizFlow added real-time validation and custom rules that caught data issues before they became problems. The learning curve for new staff dropped from six months to one, cutting rework by 90 percent and speeding up productivity.
The difference was immediate. TriWest achieved more than 10 million dollars in annual savings through better scheduling. Team throughput more than doubled for provider data services. Rework nearly disappeared, and onboarding new team members became faster and smoother. Two contact centers even went live ahead of schedule, giving Veterans quicker access to community care.
Behind every improvement was a real person waiting for care. By helping TriWest and the VA modernize how they work, BizFlow made it possible for Veterans to get the help they need faster and with fewer barriers.
For the people who served, faster access to care isn’t just an operational win. It’s the mission itself.
