Issue 9 VHA Office of Community Care Monthly Provider Updates

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VHA Office of Community Care
Monthly Provider Updates


Table of Contents

Urgent Care Video and Other Resources

Urgent Care

VA has released a video overview of the new urgent care benefit for Veterans as provided in the VA MISSION Act.  
“Veteran Community Care: Urgent Care” is
available on YouTube at: .

  Other helpful resources about urgent care include:

VA’s New Customer Engagement Portal Goes Live!

Customer Engagement Portal

VA has launched a new portal with more robust capabilities to replace the existing Vendor Inquiry System (VIS) and better serve our provider community. The new Customer Engagement Portal (CEP) offers improved, more timely access management along with two-factor authentication for increased security.  CEP also offers bulk upload capabilities for providers with multiple tax identification numbers, enhanced querying and reporting capabilities related to claim status, payments, check information and offsets.

Sign up for access to the Customer Engagement Portal today by visiting:

  • Select Login and Continue
  • Secure your access to VA by selecting: Register for a Sign-in Partner
  • Follow the prompts to register with for secure access. VA has partnered with to provide two-factor authentication verification for increased security.
  • Once registration has been completed, users will be returned to CEP to:
    • Register their Tax ID information via the “My Profile” link
    • Access Frequently Asked Questions
    • Access User Guide and other training material
    • Search claims and payment information
    • Execute, schedule and export reports

Customer Engagement Portal (CEP)


  • Financial Services Center (FSC) Customer Support:

Veterans Choice Program Ended

Veterans Choice Program

On June 6, 2019, and in accordance with the VA MISSION Act of 2018, VA ended furnishing care under the Veterans Choice Program (VCP).  VCP and VA's other existing community care programs were replaced by a single, consolidated community care program that provides Veterans with more choice for care and better customer service.

Community providers who provided care to Veterans through VCP may continue to provide Veteran care if both of the following criteria are met:

  • The provider is part of VA’s Patient-Centered Community Care (PC3) contract managed by VA’s Third-Party Administrator (TPA), TriWest Healthcare Alliance, AND
  • The Veteran continues to be eligible for, and authorized to receive, community care under the new Veteran Community Care Program.

For more information contact TriWest at or 855-722-2838.    

All VCP Provider Agreements expired on June 6, 2019. Community providers who had a VCP Provider Agreement in place with a VA medical facility can no longer provide care to Veterans through these agreements. However, community providers may continue to provide care to Veterans, through the following options:

  • Join an existing VA community care network assigned to their region: PC3 or Community Care Network (CCN), as applicable. Network regions may be managed by TriWest Healthcare Alliance or Optum Public Sector Solutions, Inc. (Regions 1 and 2 currently) as applicable, OR
  • As an option of last resort, establish a new Veterans Care Agreement (VCA) with their local VA medical facility.

Providers in Regions 1 and 2 interested in joining CCN can contact Optum at

Please note, there are no changes to how claims should be submitted for payment; however, community providers are highly encouraged to submit claims using the electronic data interchange (EDI).

Veterans who have questions about the community care they received previously under VCP should contact their local VA medical facility.  VA staff will work with the Veteran to determine if they continue to be eligible and authorized for community care and if they can continue to receive care from a specific community provider.

For more information about VA community care visit

HealthShare Referral Manager Trainings

HSRM July Sched

HealthShare Referral Manager (HSRM) is a secure, web-based system VA uses to generate and transfer referrals and authorizations to community providers. HSRM allows community providers and VA to better manage community care referrals and authorizations using a standardized process based on clinical and business rules.

For an in depth, interactive look at HSRM please attend an upcoming training.  VA hosts a full training for community providers every Tuesday from 1 – 3 PM EST, on HSRM’s benefits and functionality. We encourage you to attend to learn about how you can:

  • Upload files of any size and type
  • Record appointments, automatically notifying VA
  • Generate tasks for VA staff to review documents
  • View the Standardize Episode of Care (SEOC) details to know what is covered before initial care

Register for one of the weekly introductory trainings by logging into VHA TRAIN. Please note that a VHA TRAIN account is needed to register. Please follow the link to register.

Upcoming Provider Training

VA Provider Training

July 18, 2019VHA Office of Community Care OverviewThis webinar provides an overview of Community Care programs and policies, focuses on how to file clean claims, and goes into other topics such as eligibility, referral, top rejection reasons and other provider issues.  Register for the webinar.

August 22, 2019:  Understanding The Context of  Military Culture in Treating Veterans: This webinar delineates between implicit and explicit aspects of military culture.  Critical topics such as how military culture affects veterans seeking healthcare, how seeking Veterans are affected by health care providers who are not familiar with military culture and the importance of incorporating culturally informed principles into practice based on the knowledge of the challenges and strengths of Veterans are addressed.

Registration links will be available soon at Provider Education & Training  Resources.

Go to the VHA Community Care Provider Education & Training  Resources web page for a full listing of upcoming webinars and links to recordings of past webinars. 

Questions or comments about this newsletter may be sent to 

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