We are launching a new EviCore Communication Relationship Management (ECRM) portal to improve our service request portal experience. The new ECRM will provide greater control and transparency for providers and external customers for requests such as, but not limited to:
- Claims
- Appeal updates
- Authorization updates
- Participation
- Provider information changes/updates
What are we improving?
Prior to the launch of the ECRM, providers contacted our client services team at [email protected]. In the previous process, providers’ tickets were manually routed from one team to another after submission, which could take additional time and back-and-forth communication to resolve.
What can users expect to see?
Now, through the user-friendly and issue-specific ECRM, providers’ requests will be funneled to the correct team immediately, speeding up issue resolution.
This transition to the ECRM will happen in two phases:
Phase 1: Internal system migration
We’re migrating our internal system to ServiceNow—but you’ll see minimal changes.
What’s new:
Ticket numbers: Ticket numbers in responses will change from a “T” number to an “EC” number.
Email responses: Replies will now come from [email protected]. Please add this address to your safe senders list.
What stays the same:
Your email contacts ending in @evicore.com for:
- Claims
- Appeal updates
- Client services
- Provider services
- Web portal support
- And more
Your workflow: Your current workflows will not change during Phase 1.
Phase 2: ECRM portal launch and training
The ECRM portal will be available November 2025. During this time, we’ll still support email submissions, but submitting through the ECRM portal will be preferred.
What’s new:
Self-service tools: Submit and track requests directly through the portal.
Training options
- On-demand tutorials and guides.
- Scheduled team training sessions—keep an eye out for additional communications.
- Live webinars with Q&A.
- Dedicated support for onboarding.
Note: ECRM will not replace EviCore’s provider portal for the submission of prior authorization requests or any tasks related to them (e.g., peer-to-peer scheduling).
We’re excited to bring you this easier, more streamlined customer relationship management process through the ECRM portal.
Keep an eye out for access instructions and other communications in the coming weeks. In the meantime, if you have any questions, please email [email protected].