Contact Us

Contact Customer Service

Our Centralized Engagement Team – Quality Customer Service when you need it!

To print the most current Directory, click here.

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:

Customer Service
(Available Monday – Friday, 8:30 a.m. – 5:30 p.m.) 

  • Handle inquiries on authorizations/claims/ eligibility
  • Educate/assist callers on 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

Corporate Operators

  • 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.
 (800) 877 -7587