VISN 12 - VA Great Lakes Health Care System
New Travel Benefit Option on Patient Kiosks
In an effort to provide more convenient and timely service for Veterans requesting mileage reimbursement, Edward Hines, Jr. VA Hospital’s Beneficiary Travel department implemented a new change in how travel claims are processed.
Veterans can now electronically file for mileage reimbursement, also referred to as “Travel Pay”, at patient kiosks located throughout the hospital.
"The Beneficiary Travel department at Hines VA Hospital is continuously making efforts to improve the Veterans’ experience," said Phillip Walton, Jr., Chief of Beneficiary Travel/Veterans Transportation Program at Hines. "We implemented this new initiative to establish a better Veteran-centered program."
Previously, Veterans had to visit the Beneficiary Travel office in person for these services but now they can utilize any of the fifteen patient kiosks located throughout the facility, including the third, fourth, fifth and twelfth floors of Building 200, and the first, third and fourth floors of Building 228.
"Our Veterans no longer have to make a lengthy walk through the hospital to see a travel benefit clerk," said Walton. "We’re providing an improved service where the Veteran can remotely request their travel pay, and we’ve received a lot of positive feedback from our Veterans."
"I use the kiosks three times a week and they are great," said Joe Donald, an Army Veteran. "I have many appointments at Hines and used to have to walk all the way from the clinic in building 200 to the travel office in building 1. That walk can be tiring. Now, I can just take care of everything right there as I’m leaving the clinic."
If a Veteran chooses to request their travel pay via the patient kiosk, there is no need for them to visit the travel office. There are a few instances when a Veteran will need to visit the Beneficiary Travel office in person but that will be the exception.
"Veterans will still need to visit the Beneficiary Travel office in person if they need to submit toll receipts or have travel benefit issues that require staff assistance to resolve," said Walton. "Otherwise, Veterans should be able to solely use the kiosks for their travel pay needs."
Veterans who have questions about or need to request Beneficiary Travel benefits should contact the Beneficiary Travel office during normal business hours at (708) 202-2568. The hours of operation for the Beneficiary Travel Department are 8am-4:30p.m., Monday thru Friday and closed on weekends and all Federal Holidays.