How can I contact Cohere?

Contacting Cohere's support team is quick and easy. The phone numbers which you should use to contact us vary depending on the member's health plan. That specific contact information can be seen on the respective health plan tab at the top of this article. 

• You may submit a Support Request Form* for nearly all of your requests or questions. This allows you to get the help you need without having to make a phone call!
  • Please do not submit any Protected Health Information (PHI) or other confidential patient information via this form.

Avera

Cohere welcomes your questions about authorizations for services that have been delegated to Cohere. Please use the information below to view specific details about how to contact Avera Health Plans or Cohere for general support.

Cohere general support (available 8am-8pm ET Monday-Friday, excluding holidays):

• Phone: [phone]
• Email: [e-mail]
• Cohere’s support request form

Avera general support:

• Phone: [phone]
• Click here to visit Avera Health Plans’ provider page.

BlueCross BlueShield of South Carolina

For provider education:

• Phone number: [phone]

For prior authorization support:

• Please refer to the phone number on the back of the members card.

Cohere Technical Support

Please use contact information below for technical support only, (available 8am-7pm ET Monday-Friday, excluding holidays):

• Phone Number: [phone]
• Email: [e-mail]
• Cohere's support request form

BlueCross BlueShield of Tennessee

Contact Information When to contact BCBST vs. Cohere

Cohere welcomes your questions about authorizations for services that have been delegated to Cohere. Please use the information below to view specific details about how to contact BlueCross BlueShield of Tennessee or Cohere for general support. 

Cohere general support (available 8am-6pm ET Monday-Friday, excluding holidays):

• Phone: [phone]
• Email: [e-mail]
• Cohere's support request form

BlueCross BlueShield of Tennessee general support:

• Customer service phone: [phone]
• Technical support phone: [phone], option 2.

Geisinger

Contact Information When to contact Geisinger vs. Cohere

Click here to visit the Geisinger Health Plan website. 

Use the information below to direct your questions related to authorizations for Geisinger health plan authorizations.

Cohere general support (available Monday-Friday 8am-5pm ET, excluding holidays):

• Phone: [phone]
• Email: [e-mail] 
• Cohere's support request form

Geisinger support hours: Monday - Friday; 8am - 5pm ET

• Medical Management: [phone]
• Customer care team: [phone]
• Provider Account Management: [phone]

For questions about member benefits, contact Geisinger directly. Additionally, please refer to the patient’s insurance card or Geisinger's website for the correct contact information. 

The image below lays out the different scenarios in which you should contact Cohere or Geisinger.

HealthPartners

Cohere welcomes your questions about authorizations for services that have been delegated to Cohere. Please use the information below to view specific details about how to contact Cohere for general support. 

Cohere General Support (available 8am-8pm ET Monday-Friday, excluding holidays)

• Phone: [phone]
• Email: [e-mail]
• Cohere's support request form

Humana

Cohere welcomes your questions about authorizations for services that have been delegated to Cohere. Please view the sections below to view specific details about how to contact Humana or Cohere for various requests. 

Cohere general support (available 8am-8pm ET Monday-Friday, excluding holidays):

• Phone: [phone] 
• Cohere's support request form

Claims, Grievances, and Appeals Submit an authorization Check the status of an authorization Edit or withdraw an existing request

Cohere does not handle claims payment, grievances, or appeals. Please direct questions about these topics to Humana.

If you send a grievance or appeal to Cohere Health, it may cause a delay in processing, as it will take additional time for Cohere to transfer the case to the appropriate Humana contact. 

All grievances and appeals should be directed to Humana at: 

Medicare	Commercial
Humana Grievance and Appeal Department P.O. Box 14165 Lexington, KY 40512-4165 Fax: [phone]	Humana Grievance and Appeal Department P.O. Box 14546 Lexington, KY 40512-4546 Fax: [phone]

Additionally, for questions about member benefits, please direct the question to Humana. Please refer to the patient’s insurance card or Humana’s website for the correct contact information.

Did you know the average time it takes to submit an authorization through the portal is 3.5 minutes less than the average time it takes to submit an authorization by phone? And authorizations submitted in the portal receive a final determination about 1 day faster than those submitted via phone and fax? 

Click here to learn more about how to submit your next request in the portal. If you don’t have an account, click here to register today!

Did you know checking the status can be done with no wait times? And no need to reach out for support by using the alternatives described in this article!

Your ability to do this depends on the payer for the patient, use this article as your guide to learn more about how to make the desired changes.

Medical Mutual (MMO)

Please view the options below to view specific details about how to contact Medical Mutual or Cohere for various requests.

Radiology, Therapy, Chiropractic, Cardiology, Sleep, and Gastrointestinal Requests All Other Medical Mutual Services

Cohere general support

(available Monday-Friday 8am-8pm ET, excluding holidays):

• Email: [e-mail]
• Phone: [phone]
• Fax [phone]

Medical Mutual Customer Service: [phone]

Rhyme Customer Service: [phone]

• Or email [e-mail]

For all other Medical Mutual services:

• Medical Mutual Customer Service: [phone]
• Cohere Health Technical Support (available Monday-Friday 8am-8pm ET, excluding holidays): [phone]
  • Or use Cohere's support request form
• Rhyme Customer Service: [phone]
  • Or email [e-mail] 

Oak Street Health

Cohere welcomes your questions about authorizations for services that have been delegated to Cohere. Please use the information below to view specific details about how to contact Oak Street Health or Cohere for general support. If you are a member (patient), caregiver, or provider reaching out on behalf of a patient, please call the member support number listed in the Oak Street Health section below.

Cohere general support (available 9am-6pm ET Monday-Friday, excluding holidays):

• Phone: [phone]
• Email: [e-mail]
• Cohere's support request form