You know what they say about the importance of first impressions, well I believe it’s true. “Welcome to MyVA” is a perfect example of a Veteran-centric program that will build customer loyalty and show the best of VA right from the start.
Enrolling for VA care is a life-changing decision for Veterans. Choosing your health care provider is a leap of faith that will impact your entire life. “Welcome to MyVA” (W2MyVA) starts that relationship right with a welcoming call from an informed, service-oriented VA representative.
Veterans have many choices to make and many questions when they enroll for VA care, and a friendly voice from VA’s Health Resource Center can help ease their concerns. These representatives not only welcome the Veteran but also are trained to give a basic overview of VA health care services and available benefits. They also assist the Veteran in scheduling their initial health care appointment.
Nearly 400,000 Veterans have been contacted since the pilot W2MyVA program started in April 2014. The W2MyVA phone call is made in conjunction with the introductory letter and personalized handbook each Veteran receives upon enrollment. These tools help make the transition to VA care a positive experience. Veterans polled after receiving a W2MyVA call expressed appreciation and a high level of satisfaction.
Veterans or their family members can also contact a VA representative regarding VA health care services and other VA benefits by calling toll-free 1-877-222-8387 or send a secure message through VA’s Inquiry Routing & Information System (IRIS) at https://iris.custhelp.com/app/ask or by visiting www.va.gov/healthbenefits and connecting through online chat.
The W2MyVA program gets it right, from the beginning, making the Veteran’s first experience with VA a positive one. If every team member reflects this level of service, VA will be the high-performing, Veteran-centric organization we strive to be.