Process update
We’re excited to share our new approach to managing service requests that improves efficiency, transparency and the user experience. Phase 3 begins 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, a fully digital communication and relationship management tool.
We’re happy to support you through this transition and appreciate your partnership.
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.
Resources:
- Providers: Please access the provider training sign‑up and visit the ECRM resource site
- Clients: Please reach out to your Client Manager or email us at ECRMSupport@evicore.com for assistance
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 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 deliver an easier, more streamlined customer relationship management process through the ECRM Catalog. In the meantime, if you have questions, please email ECRMSupport@evicore.com.
