Exceptional customer support for provider community
Case Study

National provider call center delivers exceptional customer support to provider community

Challenge

To support the unique challenges of healthcare providers as they navigate the enrollment requirements of Federal programs.

Challenge

To support the unique challenges of healthcare providers as they navigate the enrollment requirements of Federal programs.

Healthcare providers have been required to enroll in many disparate programs to provide and be reimbursed for services under Federal, state, and commercial healthcare plans. The move to a National Provider Identifier (NPI) and the enactment of legislation like the Health Information Technology for Economic and Clinical Health (HITECH) Act have increased the need for support services that help providers navigate the enrollment processes and access these disparate systems.

Solution: Cognosante has more than 10 years of experience supporting the provider community as they address enrollment challenges. Our ISO 9001:2008 certified operation provides document management, as well as e-mail, call center, and mail support for providers navigating the NPI enumeration process. We respond to an average of over 400,000 inquiries per year, including services across Tier 1, 2, and 3 complexity levels. We are equipped to manage dramatic spikes in service volumes, which tend to ebb and flow significantly based on enrollment periods.

Result: Cognosante’s dynamic and flexible management style and staffing models have proven effective in dealing with volumes almost 50 times the original expectation, including handling more than 100,000 calls and up to 25,000 paper applications in peak months.