BCBSNC Addressing Virtual Hold Features to Better Meet Your Needs
While our goal is to answer every call as quickly as possible, we utilize virtual hold technology during busy intervals to provide you with an estimated wait time, as well as give you the option to reserve your place in the call queue and request a return call rather than waiting on the line. Unfortunately, there are times when our system is unable to complete the return call, such as when no one answers or a busy signal is received. In those cases, we make multiple attempts to complete the call.
We’ve heard your feedback about issues involving the virtual hold and return-call appointment features, and we’re working to improve the system this fall, as well as provide more BCBSNC customer service professionals to support you and decrease your wait times. We will continue to monitor staffing levels and technology tools going forward. We appreciate your patience as we work to improve our processes and better support your needs.
If you have any questions, please contact the Provider Blue LineSM at 1.800.214.4844.