Council for Affordable Quality Healthcare

I posted a complaint on 10/29/2019 regarding the horrible service this company provides and have yet to have my issues resolved. Per the comment from 3/13/2020 that was left on my post, a representative was supposed to reach out to me. Well, I did receive ONE email requesting a phone number I can be reached at. Provided the information and NEVER received a call. Not only does this company lack professionalism & just plain service, but I also am not at all surprised my complaint was not followed up. I firmly stand by my previous complaint, despite CAQH's response stating they've changed their processes & retrained their help desk, absolutely nothing has changed in the last 7 months!! They are just as awful as they've always been. It's also convenient that when I do get a rep on the phone they are unable to assist because their "System is down." Of course, it is!! It's always down. Copy of the email I received below. Such a joke of a company!!
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On 3/13/2020 1:19 PM, Eric Br*** wrote:
Hi Raven,
We received your complaint regarding EnrollHub. Do you have a contact number so we can best reach out and assist?
Best,
Eric B
Assistant Manager, Operations
CAQH – Streamlining the Business of Healthcare
2020 K Street, NW | Suite 900 | Washington, DC 20006

CAQH EnrollHub is a joke. For TWO years I've been trying to get our Provider Status approved yet it is still at DECLINED! I call in at least once a week, wait in the call queue for over an hour each time, and only to be told someone has to call me to complete this process yet, no one ever does. Payers 100% need to stop using CAQH as the only payment and ERA method (quite frankly not all). Absolutely unprofessional and doesn't even deserve 1 star. I would be completely thrilled to never do business or have to use CAQH ever again.

Agree with below that ProView for credentialing seems to work ok, but EnrollHub is not efficient and works poorly. Seems that their call centers are overseas and some of their phone technicians do not have the best English. Each call generates a new reference number, but none seem to linked to one another to then give the person on the other end of the phone a comprehensive timeline of the issue at hand. Impossible to speak to a supervisor. They apologize a lot, but cannot fix anything. If any insurance company is reading this, do NOT choose CAQH/EnrollHub to process your ERA/EFTs

My new behavioral health practice is contracted In-Network with ***, and they have informed us that CAQH Enrollhub is the only place we can go to enroll our business in EFT to receive payment. We applied 1 month ago, and CAQH enrollhub continues to provide us with incorrect information and not complete our request. They state that they have to call us to confirm, and we are waiting by our phones, and no representative ever contacts us. Then we receive notifications that our application is denied because we didn't pick up our phones.

They also told us that we had to wait one week for our bank to clear a prenote. Our bank cleared it in one day, and CAQH Enrollhub lied to us and told us 2 weeks later that they made a mistake and we didn't need to contact our bank at all.

We have asked to speak to a supervisor, and they informed us that they do not have a supervisor. They also told us in a very unprofessional manner "It does not matter if we get approved for EFT because we can just wait and receive a check in the mail later," as if they have no intention of assisting us.

This is severely impacting our business, we cannot get reimbursed for our services in a timely manner. I have contacted *** and they state they have no control over CAQH Enrollhub's practice, and it is the only way we can get electronic payments.

17 phone calls, 71 emails 6 months and im still not enrolled with enroll hub.... CAQH does a great job with ProView but Enroll Hub is a totally different story. If you have another option, take it.

I would give ZERO stars if I could. 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!!!

ZERO STARS
Nonexistent "service". It seems impossible for reps to apply logic and understanding to conversation. It's like trying to interact with robots. Unsurprising given their call center is off-shore.
The hold times are not reasonable for anyone working to accommodate, which yields to emailed correspondence which assigns a new Case ID every reply and a new person handling so all context is ignored or lost, making it impossible to resolve issues. Even if you do hold long enough for someone to pick up, their understanding and ability to help is naught.
Our organization been trying to add payer for EFT/ERAs for months now and cannot due to CAQH's insistence on contacting our local branches instead of our licensing and credentialing department. They are unable to accommodate processes which support multi-office businesses or corporations.
This information will be shared with all payers who choose CAQH for their EFT/ERA needs, as the payers believe they are offering a service to their providers, yet it is unattainable.
Requests to have issues escalated are outright ignored and say they have to get permission. I had a call where I requested to speak with a supervisor, I was told she was in a meeting, then I was put on hold for 30 minutes, and the rep came back to tell me she called someone else in our company. Unbelievable approach to customer service. They refused to provide me with any contact name in order to follow up on my concerns.
This is the most difficulty I've had in setting up EFT/ERAs in the 15 years I've been doing it. I've literally spent over the equivalent of a work week trying to establish this, for nothing. It's impossible to find an email or telephone number for any of the US leaders. Just terrible.

I receive payments from *** insurance company. I recently received a letter that informed me they will eventually discontinue paper checks, and that I should enroll online for Electronic Funds Transfer (EFT) through a site called CAQH EnrollHub. I have since contacted CAQH for the last two months, sometimes having to be on hold for over two hours, only to get through to someone who has not helped me with the EFT verification process. I have also set up phone calls to finish the verification process more than 5 times, to which no one has completed the calls as scheduled. When speaking to someone on the phone, a representative told me there is "nothing else they can do" when I explained my situation. I tried again and requested to finish the verification process for EFT the same day, twice, to which at first I was told would receive a phone call in "5-10 minutes". I waited patiently, and no one ever called. I called back later in the day, explained my issue, and was told I would receive a call "in an hour." I have waited an hour, and still no call. I have spent nearly two months and many hours trying to resolve this issue, only to get nowhere. I have also had to repeat the same information numerous times, as the system does not appear to track the information I have given them each time. Furthermore, when emailing their customer service email, I did not receive a response for nearly a month after I first submitted the issue to be resolved.