Member (Customer) Call Center Services

NMHC’s Customer Service department operates multiple toll-free call centers where members and providers can receive quick, courteous and accurate answers to their questions. All calls are placed in a queue and can rollover to another service center in order to minimize any hold time. Our average speed to answer is at or below the industry average of under 30 seconds.

Customer Service Representatives (CSRs) are specially trained and consistently meet or exceed industry standards for answering and resolving incoming inquiries. Our first call resolution is 91%, compared to an industry average 85%*. Our call abandon rate is only 3.5%, compared to an industry average of 5%*. CSR performance is continually monitored to assess accuracy and professionalism.

The hours of call center operation are:

• Monday through Friday: 8:00 AM - 11:00 PM (ET)
• Saturdays, Sundays and Holidays: 9:00 AM - 7:00 PM (ET)

A pharmacist is available via digital paging to provide assistance during these hours.

*Industry standards based upon NMHC analysis with over 15 years in the industry and supported by the ICSA (International Customer Service Association).