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Alaska VA Healthcare System

 

Patient Aligned Care Team (PACT) Call Center

     Across the VA, there has been significant variation in the ability to support Veteran phone calls. This was reflected in a frustrating experience where dropped calls, long wait times, and potentially questionable professionalism became an expectation.  In order to improve the Veteran experience nationally, the VA has adopted a “Standardized Telephone Tree” policy.   Our Northwest Network (VISN 20) adopted this policy and established a centralized call center.  Their success was reflected in coordinating over 138,000 calls last month with an average wait time less than 1.5 minutes.

     December 21, 2016, the Alaska VA Healthcare System was the last facility in the network added to the VISN 20 call center. Unfortunately, this transition has not been as seamless as we would have liked it to be.  The extended holiday season resulted with over 15,000 calls to the call center on Tuesday, January 3, 2017, which stressed the system. We are actively working to improve this process.

     Ultimately one number, 888-353-7574 will be the gateway to our system. Currently the call tree has options for Pharmacy, Primary/Specialty Care appointments, Nurse Advice, Eligibility, Billing, or the Operator.  Many of these links will connect you directly with the call center staff, who can address your issue or provide a “warm handoff” to an Alaska VA Healthcare System staff member when needed.

     Additionally, we will soon have a “one stop shop” phone number, email, and an office within our Anchorage hub to provide an additional layer of Veteran service to address your needs.   Please be patient while this system matures.

 

Contact Info

Location

  • 1201 North Muldoon Road
    Anchorage, AK 99504

Contact Number(s)

  • 907-257-5460 Ext. 5490

Hours of Operation

  • Monday - Friday
    8:00 a.m. - 4:30 p.m.