Provider Service Contact Center Call Volumes and Wait Times

Blue Cross Blue Shield of North Dakota (BCBSND) wants to thank providers for your continued patience as our Commercial Provider Service Contact Center has high call volumes and wait times. The call volume in 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. We anticipate February will also remain high. 
To keep providers informed we placed banner messaging on the BCBSND Provider website to inform providers that we are experiencing high call volumes or scheduled down time as shown below. We also notify providers through the banner messaging for additional unplanned downtime and closures.  

screenshot of high call volume alerts on website

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

  • Hours of operations 
    • 7:30 a.m. – 4:30 p.m. CST 
  • 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 12 p.m. – 3:30 p.m. PM CST  
  • 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 – 8:30 a.m. CST 
      • When choosing this option, providers will receive a callback when scheduled. You will be placed first in line and may experience a brief hold time 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  

High call volumes can lead to longer reviews and resolution turnaround times. Once again, we appreciate your patience and continue to work to help and resolution to all our customers.