Our Centralized Engagement Team – Quality Customer Service when you need it!
View and download our Contact Aid to use in your office.
The Centralized Engagement Center (CEC) handles approximately 50,000 inbound calls per month. Our team works hand-in-hand to support our main priorities – our providers and members. The CEC is made up of four teams:
(Available Monday – Friday, 8:30 a.m. – 5:30 p.m.)
- Handle inquiries on authorizations/claims/ eligibility
- Educate/assist callers on the navigation of HCP protocols
- Aid with demographic updates/corrections
- Fulfill requests for copies of explanation of benefits
- Help modify existing referrals
- Search for participating providers
PAL Team – Available 24/7
- Direct callers to appropriate Clinical Services/Medical Management resources
- Schedule appointments
- Conduct member outreach calls
- Expedite urgent referral calls
- Handle post ER discharge follow-up calls
- Connect physicians on peer-to-peer calls
Customer Resolution Specialists
- Resolve escalated provider claim, authorization, referral, & eligibility issues
- Provide EZ-Net & provider portal support & guidance
- Respond to member and provider email inquiries
- Connect inbound callers from our corporate telephone number with the appropriate HCP associate or department
Not sure who to call? Start with Customer Service and we will direct you.