National provider call center delivers exceptional customer support to provider community

Context: Healthcare providers have been required to enroll in many disparate programs to provide and be reimbursed for services under Federal, state, and commercial healthcare plans. The move to a National Provider Identifier (NPI) and the enactment of legislation like the Health Information Technology for Economic and Clinical Health (HITECH) Act have increased the need for support services that help providers navigate the enrollment processes and access these disparate systems.

Innovative Solution: Since 2005, Cognosante has operated a contact center in Fargo, ND, supporting and assigning National Provider Identifiers (NPIs) to healthcare providers using the National Plan & Provider Enumeration System (NPPES) on behalf of CMS. Our ISO 9001:2008 certified operation provides document management, as well as e-mail, call center, and mail support for providers navigating the NPI enumeration process. We respond to an average of over 400,000 inquiries per year, including services across Tier 1, 2, and 3 complexity levels. We are equipped to manage dramatic spikes in service volumes, which tend to ebb and flow significantly based on enrollment periods.

Tangible Result: 5.8 million providers have been assigned NPIs, with our team averaging over 95 percent data entry annually. Cognosante’s dynamic and flexible management style and staffing models have proven effective in dealing with volumes almost 50 times the original expectation. Our eSante Engage 360™ platform has enabled us to scale our support infrastructure to handle capacity averaging a 5x increase over previous partnerships. Most recently, we enabled the contact center personnel to work remotely throughout the COVID-19 pandemic, ensuring continuity of operations for our customer. 



Back to top