BCBSTX Experiencing High Call Volumes

January 7, 2016

Our Provider Customer Service area is receiving an unusually high volume of calls during this traditionally busy time. As a result, wait times to speak to a Customer Advocate may be longer than usual. 

You may have also experienced an occasional intermittent service related issue with our online/self-service channels. At this time, our self-service channels are operating at normal levels.These channels will provide you with the quick, accurate data that you need, and may be a faster service option for most eligibility, benefit and claims inquiries. Deferring eligibility and benefit information requests to a later date is appreciated for patients who are not scheduled for appointments.

We are working to update new membership files to ensure that the self-service channels provide you with the information you require, without the need to contact Customer Service.

Additionally, to help address the higher than normal wait times, if you need to speak to a Customer Advocate, we are extending our provider servicing hours from Jan. 8 to Jan. 23 as follows:

Monday-Friday: 7 a.m. to 6 p.m. CT

Saturday: 8 a.m. to noon CT