Escalating an Inquiry

During a recent contact to customer service, you may have experienced the Customer Service Representative (CSR) escalate a call to a higher level. When a CSR determines your issue is complex in nature, he or she will escalate the issue to a second level CSR.

The referral process is designed to improve accuracy and timeliness by ensuring the staff with the appropriate level of expertise responds to the inquiry.

If your issue is identified as complex in nature, the CSR will obtain:

• The name of the caller,
• Name of the facility,
• Facility NPI and PTAN number,
• Telephone number (and extension) where the caller can be reached.

Your call is then transferred to the second level CSR for resolution and response.

Page Last Updated: Friday, 06-Nov-2009 14:04:43 CST