Improving Customer Service Efficiency and Accuracy with Customer/Case Authentication for Behavioral Health Providers
Starting September 4, 2025, Acentra Health is implementing an automated caller authentication system to enhance security and improve customer service efficiency.
When contacting Acentra Health, both member and provider callers are prompted to answer various identifying questions to authenticate and connect the caller to the appropriate member or case record.
Examples of authentication prompts:
- Provider/Agency NPI number
- Case ID
- Member’s Name
- Member’s Date of Birth
- Member’s Social Security Number (Please Note: This is not a required question, but is available as an option if the caller would like to use it to verify their identity)
This authentication information is passed on to the customer service representative to improve problem resolution and increase accuracy and efficiency in mediating client related needs.
If you’re unable to answer any of the system prompts, a live customer service representative is available during business hours. Please note: 3 identifying pieces of information will still be required to receive customer service if calling about a case.
As Acentra continues to improve customer experience, we hope that this new authentication system will decrease customer hold time, decrease time for resolution, and improve accuracy with managing the caller’s case or record.
For questions regarding the authentication system, please contact the Acentra Health Provider Relations Department through our live agent chat on our website, at 1-866-521-0027, Option 3, or via email.