REMINDER
We have been excited to share our new approach to managing service requests that will improve efficiency, transparency and the user experience. This transition is happening in three phases. We are currently in phase 2. Phase 3 will begin on May 31, 2026, at which point email submissions will be fully decommissioned and no longer accepted. At that time, all requests will be managed through our new EviCore Communication Relationship Management (ECRM) platform, delivering a fully digital communication and relationship management model.
We’ve noticed that submissions are still being sent via email and wanted to ensure you had the opportunity to review the information below and attend an ECRM demo or training session prior to the email decommission on May 31st.
If you have already attended a session, please proceed with registering for ECRM and begin submitting requests through the portal. If you haven’t been able to attend a session yet, please use the following options for support and training:
- Providers: Please access the provider training sign‑up HERE and visit the ECRM resource site.
- Clients: Please reach out to your Client Manager or email us at ECRMSupport@evicore.com for assistance.
We’re happy to support you through the transition and appreciate your partnership.
Phase 2: ECRM Catalog launch and training
The ECRM portal is live and ready for use. We are highly encouraging that all submissions be submitted through ECRM as email submissions will be decommissioned May 31, 2026.
Things to know and do:
How to Access & Register
Additional Resources:
- Discover More with our ECRM Resource site
- Providers Signup for training: Register Program - eviCore Healthcare
- Clients: Please reach out to your Client Manager or email us at ECRMSupport@evicore.com for assistance.
- CIGNA: Please email clientservices@evicore.com with the subject line “ECRM Training Request"
What's new:
Self-service tools
- Submit and track requests directly in the portal
Training options
- On-demand tutorials and guides
- Scheduled team training sessions
- Live webinars with Q&A
- Dedicated support for onboarding
What stays the same:
- Client and provider SLA turnaround time
- Reliable communication and service request resolutions
- Our commitment to helping you feel confident and supported throughout the transition
- ECRM will NOT replace EviCore's provider portal for the submission of prior authorization requests or any tasks related to them (i.e., peer-to-peer scheduling)
Phase 3: Full ECRM Catalog adoption
Starting May 31, 2026 email submissions will be decommissioned. At that time all requests will be accepted through the ECRM Catalog. We will no longer accept email submissions.
What’s new:
Better service
- Improved consistency and speed through our new, streamlined intake process
- Real-time answers from our interactive chat feature and a library of self-service information
Better response time
- Improved turnaround time on service requests
- Service request submissions, status checks, updates and results available 24/7
Better reporting
- Real-time visibility and SLA tracking to improve customer satisfaction
- My Case Dashboard, where users can view and filter submitted requests
- More robust analytics on KPIs and trends for clients
What stays the same:
- Requests directed to the right team, eliminating the time-consuming routing process
- Ability to independently view and update requests without a third party
- Dedicated client success teams to answer your questions
- Help desk access and live chat support within the application
- Training continues through 2026
ECRM will NOT replace EviCore's provider or client portal for the submission of prior authorization requests or any tasks related to them (i.e., peer-to-peer scheduling).
Thank you for partnering with us as we create a better experience for you and your customers. We’re excited to bring you this easier, more streamlined customer relationship management process through the ECRM Catalog. In the meantime, if you have questions, please email ECRMSupport@evicore.com.
