Customer Care updates

Customer Care is the new name for the Customer Service/Provider Assistance line at (866) 250-5665. Matt Meyer, director of the Customer Care departments with National Government Services (NGS), provided an update on current changes.

Physicians have been concerned with wait times, the IVR system, call escalation, call-backs and non-consistent information. Calls are being routed to Harrisburg, Pa., and Bohemia, N.Y., for assistance with handling the call queue. New representatives were available July 23, 2007, to help with the call flow, which will help eliminate the busy signals physicians are receiving.

Callers said they would like to be able to hear their queue number when they call into the IVR line. Meyer encouraged physicians to complete the CMS Satisfaction Survey. Physicians with questions pertaining to FCN and HIC numbers can ask to speak with a Tier II representative.

Physicians should contact Customer Care on Mondays when call volume is lower and try to avoid calling during the peak times of 11 a.m. to 2 p.m.

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