Escalating an Inquiry - The Tiering Process in Customer Service

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 began in January 2005, and is designed to improve accuracy, completeness, consistency, and timeliness by ensuring the staff with the appropriate level of expertise responds to the inquiry.

Be Prepared

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

  • Your name;
  • Name of the doctor or facility;
  • Identification information (National Provider Identifier (NPI),Provider Transaction Access Number (PTAN), and Tax Identification Number (TIN);
  • Telephone number (and extension) where the caller can be reached.

Your call is then transferred to the second-level CSR for resolution and response. You may be placed on hold until the next available CSR answers. Please do not hang up; your call is important.

Page Last Updated: Tuesday, 07-Feb-2012 08:43:32 CST