Can I get a provider representative to contact me?

This is very frustrating & ridiculous. I work for a hospital trying to follow up on claims.  Some of our patient have BCBS Medicare and we bill the local plan.  I sent a private message to have provider services to contact me about a claim and I am told by Heather C. that I need to call 800-972-8088. When I call and enter in the claim# it does not allow me to bypass and I cannot get a rep to speak to me on the phone. I cannot ask the question about the claim on Q&A because that will be a HIPAA violation. I need a provider rep to contact me.  Can you make this happen?