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Council for Affordable Quality Healthcare [CAQH]
Council for Affordable Quality Healthcare [CAQH] Customer Service Phone, Email, Contacts

Council for Affordable Quality Healthcare [CAQH]
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1.0 19 Reviews

Council for Affordable Quality Healthcare [CAQH] Complaints Summary

0 Resolved
19 Unresolved
Our verdict: Engaging with Council for Affordable Quality Healthcare [CAQH] at a 0% resolution rate requires careful navigation. Deep-dive into detailed customer experiences to uncover systemic issues. Critically assess their service descriptions against actual user feedback. When interacting, document every detail, as comprehensive records are vital in such scenarios. Exploring alternatives and understanding your consumer rights are crucial steps. If necessary, be prepared to seek external advice or intervention. In challenging service landscapes, informed decision-making and proactive steps are essential for protecting your interests.
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Council for Affordable Quality Healthcare [CAQH] reviews & complaints 19

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2:07 pm EDT

Council for Affordable Quality Healthcare [CAQH] CAQH review/attest process

After logging in to review and attest, a system notification appeared informing that my insurance had expired (it had in fact been renewed and uploaded). I needed to delete per instructions that i was reading, 4 expired insurance documents. there were more than 4 on that page and I didn't know which ones to delete. So I called for assistance.

I never did get my questions answered but was told I didn't need to delete anything. and i over validated my identity in order that the rep could attest for me. it was the only thing she was prepared to do.

The questions about telehealth (which i had also seen were fixes) remained unasked/unanswered. The expired documents are not deleted.

There is a real disconnect here. I am confused about this system, it seems to run poorly. Why am i being asked to do things and then told they aren't necessary and without explanation?

Desired outcome: I would like a rep to actually respond to what Im asking and i would like the website to provide correct information regarding re attesting.

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2:28 pm EST
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Council for Affordable Quality Healthcare [CAQH] Fix the site so it works

Every time the site tells me I am deficient in liability insurance. Yet, the document is right there on their site. So, I tried to go in and put information in all of the required fields. When I hit "save, " it deletes my information.
There are problems every single time. This should be a 5 minute process and it turns into 30-40 minutes. Clean it! Fix it!

Desired outcome: Fix the site

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2:12 pm EST

Council for Affordable Quality Healthcare [CAQH] Customer service

IN the last year I have had very difficult experiences with your customer service folks as follows:

They provide little information as to how they are working to help you
Much of there time is spent telling me they will help me with my issue
It is very difficult to understand them due to their poor english and accent
Recently the noise of wind, chickens clucking and children crying could be heard in the background.
They do not respond to clarifying questions, instead talk of something else
Recently they ask multiple questions for verification that go far beyond what is necessary.
A recent contact was with someone very rude.

Desired outcome: Provide prepared representative who speak english and can respond to specific questions. A Call should not take over an hour for a simple question, such as "Why did I get an e mail stating I am no longer the administrator"

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Is Council for Affordable Quality Healthcare [CAQH] legit?

Our verdict: Complaints Board's thorough examination reveals Council for Affordable Quality Healthcare [CAQH] as a legitimate entity with notable strengths. Despite a 0% resolution rate on customer complaints, which invites a closer look, Council for Affordable Quality Healthcare [CAQH] stands out for its commitment to quality and security. Clients considering Council for Affordable Quality Healthcare [CAQH] should delve into its customer service record to gauge compatibility with their expectations.

Council for Affordable Quality Healthcare [CAQH] earns 91% level of Trustworthiness

Perfect Trust Endorsement: Council for Affordable Quality Healthcare [CAQH] achives 91% ligitmacy per Complaints Board. Highly recommended, yet always stay vigilant.

We found clear and detailed contact information for Council for Affordable Quality Healthcare [CAQH]. The company provides a physical address, 4 phone numbers, and 2 emails, as well as 3 social media accounts. This demonstrates a commitment to customer service and transparency, which is a positive sign for building trust with customers.

Council for Affordable Quality Healthcare [CAQH] has claimed the domain name for caqh.org for a long time, which suggests that the website is established and has a history of being in operation. This is a positive sign, as it indicates that the website has been around for a while and may have a reputation to maintain.

Caqh.org has a valid SSL certificate, which indicates that the website is secure and trustworthy. Look for the padlock icon in the browser and the "https" prefix in the URL to confirm that the website is using SSL.

Caqh.org has been deemed safe to visit, as it is protected by a cloud-based cybersecurity solution that uses the Domain Name System (DNS) to help protect networks from online threats.

Several positive reviews for Council for Affordable Quality Healthcare [CAQH] have been found on various review sites. While this may be a good sign, it is important to approach these reviews with caution and consider the possibility of fake or biased reviews.

We looked up Council for Affordable Quality Healthcare [CAQH] and found that the website is receiving a high amount of traffic. This could be a sign of a popular and trustworthy website, but it is still important to exercise caution and verify the legitimacy of the site before sharing any personal or financial information

However ComplaintsBoard has detected that:

  • While Council for Affordable Quality Healthcare [CAQH] has a high level of trust, our investigation has revealed that the company's complaint resolution process is inadequate and ineffective. As a result, only 0% of 19 complaints are resolved. The support team may have poor customer service skills, lack of training, or not be well-equipped to handle customer complaints.
  • Council for Affordable Quality Healthcare [CAQH] protects their ownership data, a common and legal practice. However, from our perspective, this lack of transparency can impede trust and accountability, which are essential for establishing a credible and respected business entity.
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2:50 pm EST
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Council for Affordable Quality Healthcare [CAQH] Enrollhub

I have been trying to set up EFT for two months with this group. They call over and over again asking for the same information. I have spoken to at least five different people thus far. No matter how many times I try to straighten out their problem, I am again sent a message that my enrollment has been declined. Now, I was just disconnected (perhaps because I told the representative that I could not understand him and asked him to repeat himself?)

When I set up direct deposit with Optum, it took LESS THAN A WEEK WITH practically no effort. I don't know why major insurers are forcing providers to use this method, but it is a disaster.

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2:28 pm EDT
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Council for Affordable Quality Healthcare [CAQH] The whole process

What a complete waste of time and energy! It doesn't matter how much information you enter because they always show errors. When those errors are corrected, and saved, they still will not allow you to attest. I have literally entered the same information five times, saving each time, and it will still come up as an error. The most useless and aggravating pile of [censored] I have ever encountered. It's been like this for as long as I can remember. I refuse to fill out any further info. These people make the DMV a pleasure to visit.

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9:59 am EDT
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Council for Affordable Quality Healthcare [CAQH] caqh hub enroll

In April I completed the online registration for our medical practice in CAQH HubEnroll.

I was never contacted for verification or notified the enrollment was denied for lack of verification.

I contacted CAQH HubEnroll had to give all the information again, was put on hold total time on telephone was over 30 minutes. An appointment was set up I was told for 2 days later. No one called to complete the verification on that day or the next day. I called again went through the same process of another 30 minutes on the phone and was told someone would call me
in 15 minutes . Of course no one called! I signed into our account and saw that they tried to call at 5:07AM EST which is absolutely ridiculous and they declined the enrollment again stating they could not contact anyone.

I called again this morning and was told they would schedule another call. I became extremely angry and asked for a supervisor was put on hold and of course informed there was not one available. I absolutely insisted on speaking to someone immediately for the verification and put on hold again. During the time I was on hold another call came in and it was someone asking to verify our enrollment. Finally the process was complete.

The problem as I can determine is that first of all this process is outsourced outside of our country. The representatives are extremely difficult to understand due to their accents and they absolutely do not call within business hours as stated due to their location.
Who is responsible for this outsourced groups supervision to ensure they are performing their job? Quite obviously no one as I can see the same complaints repeatedly by other medical practices.

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9:00 am EDT

Council for Affordable Quality Healthcare [CAQH] Customer service and the caqh enrollhub system

On May 22, 2020 I logged into CAQH Enroll Hub to change financial institutions for EFT's. I was able to change two of the financial institutions listed under our practice but the system will not let me change the financial institution in the system for Aetna and Cigna. I have been working on this issue for two weeks not without any success.

I have asked for a supervisor and was told a supervisor was not available. I have gotten nowhere with this company. They keep telling me they have escalated the issue to the technical team. That was a week ago that it was supposedly escalated to their technical team and still nothing!

There has to be someone other than CAQH Enroll Hub to go through to change an EFT and ERA's. This company is incompetent.

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11:15 am EDT
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Council for Affordable Quality Healthcare [CAQH] verification for locked account

I have been with caqh for 2 years now. Suddenly my password doesn't work, and the reset password questions do not get me through to change my password without error when I know the answer. So I call for help. They want me to give them the names of all of my era's and eft's, but I have no eft's set up nor do I get any checks that way. So they won't let me talk to a manager or reset my password because I can't give them the name of the eft! It obviously is fraud and I cannot get passed it. They won't let me in because I don't know the answer to the fraudulant information. Help!

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1:05 pm EST

Council for Affordable Quality Healthcare [CAQH] Caqh enrollment

Hello,

I have 5 physicians I have been trying to enroll. The status is denied due to verification. We were not able to reach anyone with the providers office. This is so false. I am a billing service. It is me, and me alone. I have not received a call on the providers they have denied.
Last Thursday I did finally get a call on one of my doctors, I verified everything. Now it is the same message on his status. We were unable to reach anyone regarding...…..They talked to me!
I call and I call and I am literally on hold for an hour each time, I don't have that kind of time.
I am trying to bypass all this and do the carriers direct.
Very disoriented. Very unorganized. This has been going on for over a month!

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8:23 am EST

Council for Affordable Quality Healthcare [CAQH] eft enrollment/verification process

I have been trying to enroll in EFT via CAQH EnrollHub for about 4 weeks. My bank letters and now my voided check have all been rejected or denied. This morning I called the company and was on with a representative for 27 minutes before he informed me that what I had requested could not be done. During this time he had me log in and out several times and repeatedly asked for information that I had provided several times during the call. When I asked for a supervisor, I was told I supervisor would not take my call. When I inquired further about a supervisor refusing to speak to me I was hung up on. I know I was hung up on because at the beginning of the call he asked for my call back number and it was provided in the event that we were disconnected, but I was never called back. So I called back and reached Bella, who it only took 10 minutes to tell me that her supervisor, Rose was not going to take my call.

Now in addition, to having such an unprofessional and rude phone conversation with this organization this morning there have been several emails and phone conversations in the past that could have solved this problem hopefully sooner. My check and bank letters only had my name (Monica Sparks). The information/instructions on the CAQH provider profile page states "Please enter information about the practice or company that you wish to enroll. The provider name or the DBA that you enter here must match the name that appears on the voided check or bank letter that you will be asked to upload later in the process."

The or to me indicated that at least one of the names needed to match. After 4 weeks and no success I attempted to remove the DBA and just use my name as the provider. When I was unable to edit that information I called.

So as of now I still have no resolution and it appears I am not the only one having issues with this organization. I hope something can and will be done as receiving compensation for services is a very important part of doing business.

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9:24 pm EDT
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Council for Affordable Quality Healthcare [CAQH] enrollhub

What a waste of time and resources. This dept is outsourced to the phillipines and can never reach a supervisor as they are always in meetings. Despite being told I would get a call back noone has ever called me back. 6 weeks now and counting to get admin privileges taken off old admin and reassigned to our provider directly. Incompetent business line and no accountability whatsoever. This is banking information they are playing around with... Filing a complaint with the business licensing of washington dc for caqh the company

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10:49 pm EDT
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Council for Affordable Quality Healthcare [CAQH] credentialing gone bad

I've been contracted by a provider who back in July 2018 purchased an already running clinic and changed the NPI and TIN because it was a non profit clinic before. She has been trying unsuccessfully for two months now to get the NPI &TIN changed. This has cripled her practice as she has zero accts receivable coming in because all efts are tied up in the ongoing excuses that "were behind and there was a system glitch" excuse. I called myself in Monday morning and was told I works receive an email shortly with the user name I requested and I works then be able to update the system with the new practice info. Two calls later to a lady with a thick accent and no email yet!

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10:46 pm EDT

Council for Affordable Quality Healthcare [CAQH] credentialing obstructive processes and delays; who do you answer to?

I would like to file a complaint related to your format and processes which essentially cause delays in credentialing and ultimately prevent gainful employment. There are many elements to this, but two which stand out are the lack of competent staffing and the format of the forms which are biased toward certain types of providers.
The chat line assistance staff does not appear to have the expertise necessary to understand the myriad of providers, and are not able to provide the level of expertise needed to fill out the forms. It is basically like talking to a robot or listening to a broken record because there are no critical thinking skills or application.
The second issue is the computer format is not tailored to providers who may be locum providers or do not own clinics and labs. However, as one fills out the questions, the forms demand answers and information, which when answered directly and truthfully, does not apply because it is not intended for the type of provider filling out the mandatory questions. Its like trying to fit the many shapes and sizes of providers (circles, stars, triangles) into a square.in order to answer questions
That must be attested to, one gets sent down a path to answering questions which do not apply. It's a big mess! One problem I had was the demand for a run sheet and insurance data which does not apply to federal employees. Even though I explained this, I keep getting kick backs and rejections. No one seems to understand federal tort, and yet you are in the business of credentialing? So far my estimated pay losses exceed 8000.00 and loss of health insurance due to the delay as a result of caqh lack of knowledge related to various provider circumstances and what you can and can not demand of people in order to credential them so they can work. If you are entrusted to be a gatekeeper to whether people can put food on the table and pay their bills, should you not know what you are doing at a level that would not result in this kind of delay? You should be ashamed!
Credentialing bodies need to be regulated and have rules such as reasonable time limits to credential! Fines and penalties should ensue if you demand things that do not apply to the provider and this result in delays in employment. Caqh should pay a fine for each day over a certain time limit, example two weeks. I think most doctors would agree to about 1, 000 per day for unfounded delays and harassment.
Zero stars

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Peace from Pieces
, US
Feb 03, 2021 2:52 pm EST

CAQH Solutions is horrible! Upper Management based in the Philippines thus making it impossible to lodge a complaint. Customer service and mid-level supervisors are like robots with the same rehearsed speech and prepared answers they lack no power to make an executive or common-sense decision. I've spoken to Rose, Rome, Marion, and countless others over a period of 4 months and numerous wasted hours on trying to set up direct deposit, each time to be told that my bank info had to be done there way exactly or its denied which it was 7 times. Thanks for nothing CAQH Solutions I will look into more effective avenues.
Pamela Wilson
Peace from Pieces@protonmail.com

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10:15 am EDT

Council for Affordable Quality Healthcare [CAQH] credentialing cash; obstructionism

Week of September 9, 2018
CAQH has a rigid template format and processes which do not always apply to everyone depending on their situation.
The credentialing process of CAQH demands that one has personal liability insurance. It completely ignores federal employees covered by Federal Tort and makes demands that you have a statement of no insurance or they hold up your gainful employment. I received three "failed" notices for the personal insurance criteria, despite uploading a statement which reminded them that federal employees are covered by federal tort. They do not seem to comprehend this, and get very nit-picky, requiring one to provide policy data that does not apply in their email messages. A representative on the chat function stated to print, sign, upload, scan a piece of paper indicating that I do not have insurance. Why is this necessary? Should not the template already have a way to address and attest to this? Why hold up the employment of an individual over something so trivial? Do they not know this about federal employees, yet they are in the business of credentialing? Instead, I have to purchase a scanner and go through multiple steps that are time consuming.
Depending on the organization, it seems there are a plethora of credentialing details that can hold up the process of gainful employment. We need better processes for credentialing, and it should not take more than two weeks to complete this process. I have heard of primary care providers being unemployed for 6 months to a year due to credentialing barriers. This is silly and not necessary.
I could not upload a pdf or word file of the email message since you restrict uploads to photos of videos. How can we do what you recommend, "copy of the email correspondence or chat" if you restrict formats?

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Update by mlhaprn
Sep 13, 2018 10:16 am EDT

CAQH is the company, but your format would not allow this to be input and the title is NOT correct. Please remove the post.

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7:02 pm EST

Council for Affordable Quality Healthcare [CAQH] online registration

Online registration is terrible! I have a mac and tried to use this to get registered online. A very unhelpful helpdesk lady told me that their software is not compatible with mac's and I needed to get a pc. Buy a new computer? That's your solution? This company is the worst and I hope I never have to use them again. I would rate it 0/5 stars for helpfulness.

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4:42 pm EST

Council for Affordable Quality Healthcare [CAQH] physician credentialing database

I can't tell if this web-based company is legitimate. I got an email from them asking me to update my personal credentialling information. I called them and spoke with someone named 'BJ". I told him that first, I don't recall setting up any credentialing database with them. He told me that it could be a hospital who sent this. I asked which hospital and he proceeded to ask questions to verify my identity. This is where things get suspicious. He asked for my SS # which I refused to give him. Then he asked for my DEA #. Since that is public information based on my name, I gave that to him. Still he needed more personal information which I refused. So he asked me to answer a "security question" which was "which city did you go to for your honeymoon?". I know for sure that is not one of the questions I've ever answered for a security question because I went to two cities. I argued with him that this is not a legitimate question and since I already gave him my DEA number and he can easily verify my name with that number, it would have been easy for him to tell me which hospital submitted my info into their website. I told him I would call that hospital to verify that indeed they submitted my information. He refused to tell me. This is a very suspicious website asking for personal information and until the company provides more avenues to verify that they legitimate and not a scam, I will not work with them. Beware of ID theft with this company.

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monica hartman
, US
Oct 18, 2018 8:49 pm EDT

Demonstrate lack of competency to identify diversity of providers and relevant criteria for a specific provider or role type.
Rigid format of computer forms not tailored to providers individuality.
Delay providers ability to work without just cause by demanding forms or criteria which do not apply.

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monica hartman
, US
Oct 18, 2018 8:45 pm EDT

Zero stars. Incompetent company engaging in credentialing harassment of providers! I’m

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11:42 am EDT

Council for Affordable Quality Healthcare [CAQH] caqh provider data

The new application/webpage for keeping provider data current has a flaw. It asks for hospital affiliations/privileges and many providers are office-based only, using an admitting agreement with a local hospitalist group. There is no option to input this type of arrangement, but there should be. When speaking to your reps, they then request the Tax ID of the hospitalist group, but we cannot get that, in most cases.

This is a catch-22 for most records we are currently updating, but a very common arrangement in the real business world, for private practitioners. Not all providers work in hospitals, nor do they need hospital privileges. Please consider having your web page programmers improve this section.
Thank you

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Charlene CAQH
, US
Aug 11, 2017 1:13 pm EDT
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Hi Tina! My name is Charlene Harrison and I am the Senior Operations Manager here are CAQH. I read with interest your concern and believe that the CAQH ProView online application does allow you to complete the process for office based personnel without being required to enter a hospital affiliation. I would welcome the opportunity to speak with you directly to assist. My email address is: charrison@caqh.org or you may call me at [protected], I look forward to hearing from you!

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10:24 pm EDT

Council for Affordable Quality Healthcare [CAQH] Credentialing

What a miserable company! I was required to fill out a physician profile at CAQH Proview for a job that I applied for. The computer program was very poorly designed and cumbersome to fill out. This company apparently is allied with an insurance company, and the company tries to make the applicant available for insurance marketing even as they are collecting credentialing data. Then, they try to make the applicant provide data on all the professionals who work with you! (Their website reads, "CAQH ProView is more than a credentialing database. Available at no cost to you...". It appears to be a tool to coerce applicants to reveal information for use in marketing schemes.)The company staff were not able to answer even the simplest of questions. Emailed questions received vague and nonsensical responses, and even for that I had to wait one week. Avoid them if you can!

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Insurance companies suck.
, US
Apr 16, 2019 11:02 am EDT
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I too am frustrated with CAQH. I submitted my dea and license as a single pdf document under the dea and license tabs. It was rejected with no explanation. This is a five minute fix on my end, five minutes which are not reimbursed. They could easily split the pdf document, but they said they couldn't when I called them. I could barely hear the operator when I talked to her, it was very loud on their end. I insisted on talking to a supervisor, she said they would take care of the document.

Physicians are being screwed by insurance companies. I for one am willing to give single payer a try, it can't be worse. I'm sick of my patients being denied care that they pay for, I'm sick of being paid what they feel like paying me, if they pay me. I'm sick of every insurance company having its own rules about what meds they cover each week. I'm really sick of caqh treating us like data entry clerks.

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Dilip Patel
, US
Mar 17, 2019 11:15 am EDT

I have submitted necessary and requested licence copy more than 6 times including by mail, since October 2018 and continues to show my profile incomplete. Staff on phone sounds helpful but not competent to solve the situation.
Photo copies are normally accepted by hospital credentialing without any problem. This company does not accept fax copies which sound very unreasonable when fax method is commonly used in current era.

Is this a incompetence of this company to do such simple function?

Will be nice if we are given option of other company to deal with instead of this one.

If they really want to help the customers/providers, their staff can pick up the phone.

I feels that oversight by some federal agency should be in place so that consumers are protected.

Dr. Patel.

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mlhaprn
, US
Sep 13, 2018 10:24 am EDT

Yes, they are obstructionists as well. For example, I was a federal employee and they keep demanding a policy number, etc. when they should know we are covered by federal tort, so would possibly not have a policy. It's like talking to a robot. They don't get it. The template does not even have a way to address various situation and is very rigid, so you keep getting "failed" notices, and your gainful employment is delayed. Maybe these companies need to be held responsible as in sued for each day they hold up someones employment unnecessarily. If you are in the business of credentialing, then you should be aware of the laws and changes. They did not even know that DPS was not used in Texas anymore. Duh. So, I agree, its a scam, and they ask for a plethora of information that is not necessary or applicable to the job you are applying for.

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Paula Rose
, US
Apr 25, 2018 2:21 pm EDT

I so agree. This is the worst company and system ever invented. They outsource to a third world company where the phone connections are terrible and the staff has poor english skills. They only have one way to do things and do not facilitate the providers in any way. It is almost impossible to do if you are an independent contractor. Wish a company that operates in the USA would take over!

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8:45 am EST
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Council for Affordable Quality Healthcare [CAQH] Enrollment as a provider for eft services, non responsiveness

I am a sole professional who recently started accepting Anthem BCBSNH insurance. I am trying to set up EFt payments as I have with other insurance. Those took 2 days...I filled out info, they sent trial pay'ts to my CU, and I am receiving payments.
Anthem uses CAQH, with which I am already registered as a provider. To get EFT payments, I not only have to set up EFT but ENROLL! This has been a disaster. Because my "professional' name is slightly different (uses my middle initial) than my CU acct. the name the CU officer wrote was slightly different. It took some time to get htem to jive.
Now, they have been calling me (once at 7AM! and another in the evening...when I see clients) and told me that I must respond by PHONE within a business day to verify info!
I have tried for TWO days to call and just get a recording for over ONE HOUR each time! I have emailed them and get back a canned response that I must verify by phone. Today they sent an email saying my verification FAILED!
They just contacted me again and they continue to give me the same phone number where NO ONE actually answers, but the recording for over 1 hour with 'we have an unusually high number of calls...et al"/
I can find no MAIN number to call, as when I do, everyone says they have nothing to do with enrollment. This is an impossible NO WIn and should be looked into. and I want this resolved
I have given them a time window in which to calll me, but I have no hope of them doing so

Read full review of Council for Affordable Quality Healthcare [CAQH] and 11 comments
Update by kaylaartist1954
Oct 09, 2018 10:43 am EDT

This is now 2 years later, and all finally was ok with collecting from Anthem. Now, however, again there are problems. Since BCBSVT has decided to work through enrollhub (although BCBSVT still sends me payments directly through EFT), I decided I may have to add them. that was over 1 month ago. Last week, I received a call, overnight!, and a message was left, barely understandable, that I now had 24 hours to respond and confirm my information. Since I could not understand who it was because the outsourced (!) accent was so thick, I googled the number to verify it wasn't a scam and called. That person, again outsourced, kept asking me for MY information. I stated that I was not comfortable with that, and any bank/cU information was already on my account and he could tell me so I could verify yes or no. He refused! Since I did not know I NEEDED this to receive EFT payments from Anthem, I was so aggravated that I asked for that to be canceled. Now I live in rural Vt and receiving and depositing paper checks is highly inconvenient. So I tried to call again to re-activate. And I asked to speak to a person in US. I have also emailed. That was last week, and although I was assured on Thursday that someone named Karen Knox would contact me from the US via email to state when she would call to help (because, as previously stated, I am a sole professional with various hours and I do not sit by my phone to answer, and I do not answer with a caller ID I do not recognize!), It is now Tuesday of the next week and I still have not heard from anyone here in the US. AGAIN, the customer service is HORRIBLE! There is NO effort made to accommodate a sole professional such as myself and I am disgusted. Your excuses, such as above, are not helpful. I expect a call within the next 24 hours from YOU!

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DaniF.
, US
Sep 05, 2020 9:05 am EDT

CAQH Enrollhub is HORRIBLE! I have been waiting for EFT and ERA enrollments that have been pending for over a year! At this point I have just given up and am horrified at how such a supposedly “seamless” transaction is ripped at the “seams!” I don’t know how to enroll in something that doesn’t work?

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ACT100
, US
Sep 01, 2020 10:51 am EDT

I just spend hours over the past 2 weeks dealing with Enrollhub customer service. I have been in Enrollhub hell. They have no idea what they are doing. One told me to cancel my enrollment request and re-enter it. I did this. It showed I had EFT enrollment requests. Kept getting messages that prenote verification failed. Enrollhub website showed one had failed and one was pending. Another customer support person said the one that said "prenote pending" was the enrollment I cancelled. Because that makes sense. I think Webster's dictionary would take issue with CAQH customer support understanding of the definition of "pending". I was repeatedly told the wrong information and then contradicting information. Finally today one person, "Hannah" said "prenote pending" means everything is all set and I just have to wait 10 business days for the EFT to be completed. I won't hold my breath. I had no issue with Payspan at all. I will be writing to Unicare to let them know the difficulty I have had. I emailed Robin Thomashauer, CAQH president. I doubt I'll hear back but her profile on the CAQH website reads: "Under her direction, CAQH has collaborated with health plans, hospitals and healthcare providers to develop, implement, and manage initiatives that reduce costs and eliminate unnecessary administrative burden. These efforts include the Committee on Operating Rules for Information Exchange (CAQH CORE®), CAQH ProView®, SanctionsTrack®, COB Smart®, EnrollHub®, DirectAssure®, VeriFide™ and the CAQH Index®."
Clearly she's out of touch with the people whose jobs she is supposed to be making easier.

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Guarded
, US
Mar 17, 2020 2:30 pm EDT

I am having trouble with enrollhub as well. I have a practice set up with them prior to my arrival by a billing company that went out of business in 2017. Our bank information is changing and I cannot get access to the account because we have no idea who they used as the authorized official, though I can confirm it is not the owners. I have called them each day for the last 4 days. I have 2 tickets and was told someone would call me. That hasn't happened. I called today and was on hold for 30 minutes 2x before finally hanging up. They are awful. I cannot understand why insurance companies use them. If that is not enough, I have another group I cannot get verified. If anyone knows of any way around enrollhub please let me know!

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LisaTZ
, US
Nov 04, 2019 4:01 pm EST

This company is HORRIBLE! They are located in the Philippines and call our office between 3:30am and 4:00am. I have tried 5 phone calls and three emails. The last call, I made them stay on the phone while the called the office. The CAQH representative now says he needs to talk to the Doctor or a billing manager. The receptionist is not qualified to do the verification. O.M.G. Well I am the billing manager (work off site) and the doctor is with patients so AGAIN I get the email saying we failed the authorization. And they are suppose to be "streamlining the EFT process?" are you kidding me?

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IrritatedBiller
, US
Oct 29, 2019 5:45 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

CAQH EnrollHub is a total JOKE! I work for a billing agency with many providers throughout the Western half of the country and this is a constant issue anytime we enroll a provider/group for EFT & ERA. The customer service reps are some of the most incompetent I have ever had to deal with in this industry. They LOVE to apologize for any inconvenience but provide little effort to resolve the issue. Even had one rep tell me they do not use the phone numbers we supply during enrollment to do their verifications. Said they only use the information in the NPPES NPI Registry. I know this for a fact to be a total 100% LIE because I have had reps call me directly for verification in the past. They outsource their call center with people who don't know what they are doing and just read from a script in a thick unintelligible accent. I have one provider I have been working to enroll with EFT for 5 MONTHS! Yet I keep receiving the "Verification Declined" emails. Contacted the provider and he confirmed he never received one single phone call from CAQH nor was there ever a voicemail left. Even had one customer service rep snarkily say, "Well, we don't force you to use our services!" Actually for certain insurance carriers...Yeah, you do! I wish this company would dissolve and all of us working in this field would never have to deal with them again. THE ABSOLUTE WORST!

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kctrue
, US
Aug 26, 2019 10:53 am EDT

I am a solo practice psychotherapist who has also waited 3 months to enroll for EFT and ERA for Triwest, only to be declined because "attempts to contact the provider for verification were unsuccessful." I never received any contact from Enrollhub. After hours on hold on 3 separate occasions, I finally got through to a CS agent whom I could not understand. I verified my tax ID, NPI, address, banking info etc. He then put me on hold to "complete the final verification steps. After 25 minutes on hold, I had to hang up as I had a client arrive for an appointment. Then, this morning I received the same email stating that my enrollment was decline for lack of verification. I'm so angry and frustrated that I think I'll be better off just waiting for the paper check to arrive. CAQH MUST do something about this.

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frustrated by incompetent company
, US
Jul 18, 2019 11:34 am EDT

2019 What is going on with Enroll Hub. I have been trying to enroll EFT and ERA for TriWest now for 3 months. Don't even bother trying to call. After over an hour on hold, I spoke to someone who I could not understand and then had no idea what I was talking about. Was transferred to several different personal and still no answer. I was given a case number for someone to call me back. That was over 60 days ago. I emailed efthelp with the case number and still no reply to my emails. This is the worse company ever and I have no clue to why insurance companies still use them. I think I have found the CEO on Linkedin. That is my next step.

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RPelot
, US
Oct 11, 2019 3:44 pm EDT
Verified customer This comment was posted by a verified customer. Learn more

I have been trying to work with Enroll Hub since 9/13/2019. Dr. is changing banks. All information was properly loaded. I was told it would take 24 to 48 hours to be verified. HAHA. Now a month later still "trying" to verify account. They have spoken to both the office manager and Doctor. I was told now someone from " Security Dept." will call to verify! They won't let us know what is the hold up. They keep apologizing for the inconvenience. Very hard to understand the person at Enroll Hub. HELP! IF anyone finds another contact number of any American speaking person please post! Thank you!

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Frustrated Physician
, US
Jul 05, 2019 9:29 am EDT
Verified customer This comment was posted by a verified customer. Learn more

2019 I am having the same issue. However I am being told they need to speak directly to provider, not the office manager or billing company who has time to answer a verification phone call. I was called in the middle of the day when I would be seeing patients or in surgery. How am I supposed to verify? I have called over 12 times and been on hold over 9 hours total now, with no answer. I have hit option 1 for a call back for an entire week with no call back. Do you really expect a physician to wait on the phone to “verify “ an account? Very poorly designed.

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Tammie Slaughter
, US
Dec 11, 2018 5:10 pm EST

This is the same excuse I am receiving over 2 years later "wait times for EnrollHub support center have been high because of an unusually large number of providers enrolling"... It has taken me 3 months to get ERA verification processed EVEN THOUGH we have completed the EFT verification process.

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EnrollHub
, US
Nov 14, 2016 2:07 pm EST
Verified customer This comment was posted by a verified customer. Learn more

Dear [name],
Dear kaylaartist1954,

On behalf of CAQH, we am very sorry that you experienced difficulties using EnrollHub. First, some background information: our non-profit alliance created EnrollHub several years ago to help healthcare providers such as yourself more easily enroll in EFT with multiple health plans. Once you set up an EnrollHub account, you can easily enroll in EFT with all participating health plans by simply selecting them in EnrollHub – no more separate forms to fill out for each health plan. And, if your banking information changes in the future, you make those updates in one place, and all participating plans receive that new content automatically.

For security reasons, our support staff places a phone call to speak directly with each practice Billing Manager or Office Manager (or sole practitioner) to confirm that they are aware that an account has been created in EnrollHub and the user is authorized to do so. Even small discrepancies – such as the use of your middle initial – can indicate the potential for fraud, so we must ensure that all information is completely accurate. Our support center only makes those outbound calls between 8 AM and 5 PM, so you certainly should not have received a call outside of normal business hours.

For the past few weeks, the wait times for the EnrollHub support center have been unacceptably high because an unusually large number of new healthcare providers are enrolling in EFT through EnrollHub. We are working very hard to remedy this situation and we apologize that you had to wait so long on hold. Our records show that your issues have been resolved and your account is now fully verified and you should be receiving electronic payments from Anthem BCBS New Hampshire soon.

Thank you,
The EnrollHub Team at CAQH

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