About Us

The VA Health Resource Center (HRC) was established in September 2002 as a national contact center to respond to health benefits eligibility and billing inquiries from Veterans. The HRC is organizationally aligned under the Chief Business Office (CBO), Veterans Health Administration, Department of Veterans Affairs, Washington, D.C.

The Health Resource Center’s primary line of business is contact management support for Veterans, family members and members of the general public, and Payroll administration services for selected organizations within the VA.

The Health Resource Center has a primary campus on the grounds of the Eastern Kansas Health Care System in Topeka, Kansas and a second campus on the grounds of the Central Texas Health Care System in Waco, Texas.

Mission Statement

Honoring Veterans by providing world class customer service.

Vision Statement

HRC is transforming into a benchmark Service Center by providing the best resolution for our Veteran Heroes.

Guiding Principles

• People-centric: Veterans and their families are the centerpieces of our mission and everything we do. Equally essential are the people who are the backbone of the HRC – our talented and diverse workforce.
• Results–driven: We will be measured by our accomplishments, not by our promises.
• Forward–looking: We will seek out opportunities for delivering the best services with available resources, continually challenging ourselves to do things smarter and more effectively.

Accomplishments

• During FY 2010 the Health Resource Center assisted one million Veterans seeking information regarding access, eligibility and enrollment in health care at the Veterans Administration.
• During FY 2010 the Health Resource Center assisted 1.5 million Veterans in resolving their medical copayment questions.
• Beginning in FY 2009 the Health Resource Center activated the Pharmacy Customer Care program which answers pharmacy calls for Veterans in six VISNs within VA. During FY 2010 1 million Veterans were assisted in Pharmacy Customer Care.
• The Health Resource Center services as the designated point of contact for the VA in supporting the Department of Defense Wounded Warrior Resource Center.
• The Health Resource Center serves as the VA Disaster Response Contact Center for employees and Veterans. We support employees and Veterans during natural disasters such as hurricanes, wild fires, floods and tornadoes.
• The Health Resource Center received the Under Secretary for Health Award for Exemplary Customer Service for the Pharmacy Customer Care program.