Commercial Customer Contact Center Phone Volumes

The call volume going into the new year is always anticipated to be high, as providers work to close out last year's services, and we welcome new providers, members and benefit changes.

To keep providers informed, we will place a banner messaging on the BCBSND Provider website when the Customer Contact Center is experiencing high call volumes as shown below. We also notify Providers through the banner messaging for additional unplanned downtime and closures.

Things to consider when making calls to our BCBSND Commercial Provider Service Contact Centers: 

• Hours of operation
  • 7:30 a.m. to 4:30 p.m. (CT) 

BCBSND offers self-service tools which can aid in answering your questions. 

• Interactive Voice Response (IVR)
  • Check claim status. 
  • Verify eligibility. 
  • Verify cost shares accumulated. 
  • Some services are excluded. 
• Availity Essentials
  • Eligibility and benefits verification 
  • Direct messaging 
  • Viewing your electronic remittance advice (ERA) 

If you have completed the above self-service options and still have questions, consider these options:

*Note: This does not apply to our Medicaid Expansion Provider Service Contact Center

• When is the best time to call?
  • Wednesday afternoons, Thursdays and Fridays 
  • Our highest call volume is between Monday through Tuesdays from noon to 3:30 p.m. (CT).
• There are two features to consider if your expected wait time is over five minutes.
  • Make a call back appointment for the next business day.
    • Hours available are 7:30 to 8:30 a.m. (CT). 
    • When choosing this option, providers will receive a callback when scheduled. You will be placed first in line and may experience a brief hold until the next Provider Service Advocate is available. 
  • Choose the virtual hold callback feature

When choosing this option, providers will receive a callback when you are next in line, providers may experience hold time until the next Provider Service Advocate is available