Back to Index

Customer Service Hours for Providers Temporarily Impacted by High Volume of Member Calls

Due to the high volume of Affordable Care Act-related calls we are currently receiving from our members, customer service assistance via the Provider Blue LineSM (1-800-214-4844) will temporarily only be available from 12:30 p.m. to 6:00 p.m., Monday through Friday, in order to allow our customer service staff to be available to better assist our members.  Any provider callbacks that are necessary will be made during these hours as well.

You can still use the Provider Blue Line during weekday morning hours when you need to make a request for prior review and/or precertification on behalf of our members.  However, if you have an urgent need to verify a member’s eligibility and are unable to do so via Blue eSM, we will have limited staff available to assist you from 8:00 a.m. to 12:30 p.m.  

Please note that Blue e will continue to be available from 5:00 a.m. to 1:00 a.m., seven days a week, during this temporary change in provider service access.  We encourage you to use this convenient online resource for all of your member-related eligibility, basic benefits, claim status, and admission notification questions.

Once our member call volume returns to its normal level, we will notify you when we are able to revert back to our normal call center hours of operation for providers.  We appreciate your patience and understanding during this time.