Upcoming EQRS Service Center (nee Help Desk) Hold Times
Due to EQRS Clinical data deadlines being extended and the annual 2744 report, the EQRS Service Center is expecting an increase in volume of calls and emails between January 4 and March 31, 2021, resulting in longer wait times. CMS recommends the following to minimize wait times and ensure successful data submission:
Use a Single Method to Report Issues— Due to the increase in volume at the Service Center, and to minimize backlog of contacts, please use only one method of reporting for the same issue – either email or phone. Cases are processed in the order received regardless of the manner in which the Service Center was contacted. Please allow time for processing.
Submit Your Data Early— We encourage you to submit your monthly clinical data early, if possible. Early submission will allow you plenty of time for Service Center assistance if needed.
Call the Service Center at Off-Peak Hours— We strongly recommend calling the Service Center during off-peak hours, before 7am or after 11am PST.
For additional information on EQRS please visit https://www.mycrownweb.org for guides and instructional materials that may answer your question and keep you from waiting on hold for extended periods. Contact the EQRS Program at 866-288-8912, Monday through Friday, 5am-5pm PST, or by e-mail at qnetsupport-esrd@hcqis.org. Customers who are hearing impaired can dial 711 to be connected to a TRS Communications Assistant. Please have information available about the specific issue you are calling about, such as CCN, patient UPI, or MBI number to better assist you. Wait times are usually longer between 7am and 11am PST.