Specifications include, but are not limited to: STATE intends to contract for Medicaid call center customer services. The call center will assist and direct North Dakota Medicaid providers and clients with questions regarding Medicaid medical claims. Call center staff will answer phone calls and attend to the caller’s concerns. Staff will then research the claim for elements that include, but are not limited to, the status of the claim, why a claim was or was not processed, and/or technical assistance to providers when the provider is unable to file a claim through the web portal. Call Center representatives make sure the provider is in compatibility and relate their findings back to the caller. All phone conversations are documented into a contact management system for resolution of the claim question.
