Get answers to frequently asked questions.
Log in to our community to ask questions, rate articles, comment and more.
I am a provider needing to speak with someone regarding claims denials. None of the options listed on the IVR are helping me, and I've had to waste time for the last several hours trying to get a hold of an actual representative! I have several patients that I need to speak with somebody about, and this is become absolutely ridiculous. There is no reason it should be this difficult to get a representative on the phone every single time a claims question comes up and it is not a good look for this company. I need someone to contact me directly ASAP.
Agree! I think we even got the tip on the birthday from Sharlee also :)
I appreciate that. It's still just so mind blowing to me that these are the lengths we as providers have to go to, and how little transparency there is.
Good luck! We find it helpful to enter the date of birth INCORRECTLY 3 times. If you go to the link below, go to the right of the page (at the top) and click on "Eligibility and Benefits - IVR Caller Guide". On Page 5 if you are in blue, you will be unable to speak to a representative because "the IVR information should be sufficient". Choose any option in black and they swear you should be able to speak to anyone. No promises though!
Perfect! Thank you, Sharlee!
My secret tip is to call the provider line (800-972-8088 is the number I use). When asked for the patient's DOB, enter it incorrectly three times. After the third time, the automated system will transfer you to a live representative. I hope this helps!
I will do that. But just so you're aware (and I know you are because this isn't the only post like this), making providers have to wait on an email and then wait for someone to call them is horrible customer service. I'm sure the company doesn't care about this at all, nor does the company care about the providers in service with them who are trying to help these patients. You all need to get it together and start providing people with an option that isn't talking to a robot. It's honestly disgraceful.
Hello, I'm sorry you've had trouble reaching someone. If you could send us a private message, I can have someone from provider services give you a call. ~ Heather
Blue Cross and Blue Shield of Illinois, a Division of Health Care Service Corporation, a Mutual Legal Reserve Company, an Independent Licensee of the Blue Cross and Blue Shield Association
© Copyright 2022 Health Care Service Corporation. All Rights Reserved.
Telligent is an operating division of Verint Americas, Inc., an independent company that provides and hosts an online community platform for blogging and access to social media for Blue Cross and Blue Shield of Illinois.
File is in portable document format (PDF). To view this file, you may need to install a PDF reader program. Most PDF readers are a free download. One option is Adobe® Reader® which has a built-in screen reader. Other Adobe accessibility tools and information can be downloaded at https://access.adobe.com.
Powered by Telligent