Attention TRICARE beneficiaries!  
You may experience busy signals when calling the military pharmacy prescription refill interactive voice response system – or prescription refill line – Jan. 26 to Feb. 5, 2026, as the system is updated.  
Each military pharmacy’s prescription refill line may be unavailable for about two hours. If you call the prescription refill line at this time, you will hear a busy signal. Please wait and call back to complete your refill later.  
You may still use the MHS GENESIS Patient Portal to refill your prescriptions.  
You may report issues to the DHA Global Service Center by calling 800-600-9332. 

Patient Resources

Customer Service

Patient Advocate

Patient advocates advise and help you with medical and dental benefit concerns within this facility. Each clinic has patient advocates to assist you, or you can email your concerns to usaf.sheppard.82-mdg.mbx.patient-advocate@health.mil
 

Beneficiary Counseling and Assistance Coordinator and Debt Collection Assistance Officer

BCACs educate and help you with TRICARE-related inquiries. DCAOs help resolve debt collections due to unpaid TRICARE claims. The debt must be in collections or listed on your credit report.
These offices are in the TRICARE Operations/Patient Administration office on the second floor. Email USAF.Sheppard.82-mdg.list.TOPA-inbox@health.mil for assistance or call 940-676-1347.
 

Interactive Customer Evaluation (ICE)

ICE is a web-based tool that collects your feedback on services at this facility.
 

 
 

Contact Us

Phone

Patient Advocate:
Phone: 940-676-2273
Email: usaf.sheppard.82-mdg.mbx.patient-advocate@health.mil

BCAC/DCAO:
Phone: 940-676-6194

Hours

Patient Relations/Advocate:
Monday - Friday 
7:30 a.m. - 4 p.m.

BCAC/DCAO:
Monday - Friday
7:30 a.m. - 4 p.m.

Location

527 Tuskegee Airmen Ave.
Building 500
Don't forget to keep your family's information up to date in DEERS!