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Priority Health - Call Center Services Changes

November 27, 2017

Our online accounts and self-service automated phone system allow you to have 24/7 access to information about claims, benefits and authorizations. One of the most popular features of these tools is being able to look up simple claim information, including check numbers, amount applied to a deductible or coinsurance, or the amount being paid to you.

To reduce our hold times for our provider call center, we’re going to direct those who have basic claims questions to self-service tools.

Effective January 1, 2018, our call center representatives will direct callers with these inquires to our automated phone system or their online account. This change should reduce the wait times you have been experiencing when attempting to speak to a representative.

Our representatives will still assist with all other concerns, including those regarding claim denials.

How to get claims information with our self-service tools

  • Online account:

Our online accounts feature a variety of tools, including access to claims information. With an account, you can access claim payment information at any time. If you do not already have an account and wish to create one, you can do so by going to priorityhealth.com. To create an account, you must \ provide your office name, vendor number and tax id number. It usually takes two business days for us to verify your account, after which you will have access to your claims.

  • Self-service automated phone system:

You have access to simple claim payment information with the interactive voice response (IVR) system connected to our provider helpline phone number, 800-942-4765. Instead of selecting the option to speak with a representative, follow the automated prompts and press two to receive basic claim payment information. You will have to give your national provider identifier) NPI number and the member information. The required NPI number will be for the physician or facility that rendered the service (the number the claim was paid under).