Observation Stays No Longer Subject to Concurrent Review

New Customer Service Hours—Effective 08/08/16

Wednesday, July 27, 2016

As we constantly evaluate and enhance our Customer Service call center for efficiency and improvements in managing call volume, we wanted to share that effective Monday, August 8, 2016, we will transition to new Customer Service hours for our commercial lines of business. These new business hours will be Monday through Friday, 8 a.m. to 5 p.m. CT.
We anticipate minimal impact to our commercial HMO/PPO, Marketplace and Administrative Services members and providers as we currently average less than two percent of calls between 5 p.m. – 6 p.m. This change is in line with other lines of business and allows us to better align our customer service resources during critical business hours.
You can still visit the FirstCare Provider Self-Service portal (my.firstcare.com) for 24/7 access to information and resources.
If you have any questions, please email the FirstCare Provider Relations team at provider_relations@firstcare.com or contact your FirstCare Provider Relations representative at the number below:

  • Abilene area:               1.325.670.3525
  • Amarillo area:              1.800.239.5650
  • Lubbock area:             1.806.784.4380
  • All other areas:            1.800.431.7737

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