Launch of new Eligibility and Enrollment channel on VA Health Chat App

VA Health Chat App is a powerful tool for Veterans, to connect with VA through text messages on their smartphone, tablet or computer. This chat channel allows Veterans to easily access Eligibility and Enrollment services while reducing the volume of calls.

“Our mission is to simplify access to VA services for our Veterans,” said Eligibility and Enrollment Supervisor Candace Lawrence. “The new Eligibility and Enrollment channel allows us to address Veterans’ inquiries quickly. We understand the challenges of waiting on hold, and this channel is a crucial step in reducing wait times and enhancing the overall experience for our Veterans.”

Services offered by Eligibility and Enrollment include:  

• Determining if Veterans qualify for VA health care benefits.   

• Assisting with enrollment, including completing necessary forms and setting up initial primary care appointments.   

• Issuing the Veteran Health Identification Card (VHIC) for use at VA facilities.   

• Updating personal information to ensure seamless access to benefits.   

• Providing targeted support for specific groups, such as returning service members from operations like OEF/OIF/OND.

“Since 2023, we’ve fielded more than 18,000 calls with an average queue time of about eight minutes,” said VA Rocky Mountain Network Business Office Support Services Trainee Ashlee Higgins. “Our goal with the new chat channel is to achieve sub-minute response times, significantly improving our service efficiency.”

In 2023, Oklahoma City VA made significant strides in reducing wait times with its Community Care channel, providing Veterans a more efficient and responsive service. The addition of an Eligibility and Enrollment channel is anticipated to mirror this success, further facilitating a smoother interaction for Veterans.  

Starting August 1, 2024, Veterans enrolled with Oklahoma City VA can access the new channel using the VA Health Chat App. You must have secure login credentials such as Login.gov, ID.me, DS Logon Level 2 (Premium) or My HealtheVet premium to use VA Health Chat. Create an account or learn more about signing in to VA.gov. Learn more about or download the VA Health Chat App. 

Phillip Ybarra, Public Affairs Specialist

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