June 29, 2016 - Updated 09.30.16
Computer Telephony Integration (CTI) System
The CTI system provides a streamline process in which providers will enter authentication information before reaching a Customer Service Representative (CSR). The following explains what providers can expect once the CTI is implemented.
When you call our Part B Provider Contact Center (PCC) (866.276.9558) you will be asked to choose one of the following options. Please note that Option 9 is NEW.
When you choose Options 1 through 5, you will be prompted to enter the following information. This is the same information you would typically provider verbally to the CSR.
The CTI will authenticate the information entered. Once authenticated, the information will display on a screen for the CSR to view. This allows the CSR to be ready to assist you with your question.
When you choose Option 9, you will be routed directly to the CSR in the PCC for assistance. Please note that Option 9 is only for general questions. If your question is related to a specific claim, the CSR will direct you to call back and select Option 1.
Incorrect Information Entered
If information is entered incorrectly, the CTI will ask that you reenter the information. If entered incorrectly three times, the CTI will transfer the caller to a CSR. Although, you will reach a CSR, if the beneficiary identifying information is entered incorrectly, you will be asked to call back and enter the correct information in the CTI.
As you know, providers are allowed to ask up to three questions. If you have a question that is related to a beneficiary that is different than what was entered in the CTI, the CSR will ask you to authenticate the other beneficiary information in order to answer your question.
The CTI allows validation of one PTAN entry per call; therefore, if you are within you 3 inquiry limit for Part B and need to give an additional PTAN, our CSRs will authenticate you while on the line, just as they did prior to the implementation of CTI.
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