Best Times to Call Provider Customer Service

  • April 6, 2023

    In the last few months we’ve been experiencing higher provider call volumes. We understand this is an inconvenience and we apologize for this experience. Whenever possible, we encourage you to sign in and use Availity’s secure provider tools for the fastest service or call us early or late in the day. The best time to call provider customer service is from 7-8 a.m. or after 2:30 p.m., PT. (Note that BlueCard customer service hours are from 8 a.m. to 5 p.m.)

    Availity is designed to be a self-service secure portal for many online provider tools. We’ve added Availity to help reduce the number of providers waiting for support on the phone. We do recognize there are sometimes complex situations that require calling a customer service representative (CSR) for verification. We’re working diligently to reduce hold times, including continually hiring more CSRs to support our provider calls.

    We encourage you to sign in to Availity and use the secure tools for:

    • Member medical, vision, and dental eligibility and benefits
    • Prior authorization and status
    • Code check tool
    • Free claim submission for professional, dental, and facility
    • Claim status
    • Remittance viewer for check and EOP information (excludes Shared Admin, Individual, and Medicare Advantage plans)
    • Electronic funds transfer (EFT) for new enrollment and changes to existing EFT accounts using Premera and Affiliates as a health plan
    • Help and training resources

    We’re continually working to enhance Availity tools for Premera plans to help our providers get the information they need online.

    Plans not served through Availity

    Individual and Medicare Advantage plans are not served through Availity. Also, the Availity Authorization & Referrals tool doesn’t support our Individual, Medicare Advantage, FEP, and Shared Admin plans. Prior authorization service requests that go through eviCore and Carelon (formerly AIM) today will continue as is.

    For more information

    Premera customer service
    Call Premera at 877-342-5258, option 2, from 7 a.m. to 5 p.m., PT, Monday through Friday, for help with:
    • Member benefits that don't display through Availity
    • Claims payment, payment vouchers, or remittance assistance
    • Provider network status confirmation
    • Premera.com technical help, website issues
    • Credentialing

    Availity client services
    For Availity technical support or questions, providers can call Availity Client Services at 800-282-4548 from 8 a.m. to 8 p.m. ET, Monday-Friday. Registered users can sign in and select “Help & Training – My Support Tickets” to submit an online support request or chat online.

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