Carolinas HealthCare System
OPEN ENROLLMENT CAMPAIGN
STEP 1 | Standard greeting
Thank you for calling Carolinas HealthCare System, this is [agent name]. How may I help you today?
STEP 2 | Collect caller information
* Required Fields







Carolinas HealthCare System is available to assist residents of Anson, Cabarrus, Cleveland, Gaston, Lincoln, Mecklenburg, Stanly and Union in North Carolina; Lancaster and York in South Carolina. If a resident does not live in one of these counties, please direct them to call a local insurance broker OR direct them to healthcare.gov.

STEP 3 | Answer insurance questions
See Resource List for Assistance
STEP 4 | eNewsletter opt-in
Before I [let you go or transfer you], I wanted to let you know we've put together some great information on health insurance because we know it's complicated. Would you be interested in receiving an e-newsletter from us a few times per month with helpful insurance tips? ** Required field **
STEP 5 | Document call outcomes
Select ONLY ONE (1 through 6) from the options below.

2. Ready to buy

Do you have a local insurance broker you currently work with?

IF YES - Recommend they contact their personal broker
IF NO - Select one of the options below

3. Insurance question is too complicated - transfer to carrier


4. Doctor's visit question OR questions coming from CHS practice staff - transfer to CHS Medical Group

If Monday – Friday, 8 a.m. to 5 p.m., transfer to 704-667-9100

If after hours, select "AFTER HOURS" option


It's outside of business hours for the customer service team that can answer your question. I'll send your question and contact information so they can call you back within one business day to assist you.

5. Hospital related question - transfer to CHS patient finance

If Monday – Friday, 8 a.m. to 5 p.m., transfer to 704-355-0900

If after hours, select "AFTER HOURS" option


It's outside of business hours for the customer service team that can answer your question. I'll send your question and contact information so they can call you back within one business day to assist you.

6. Find a doctor/practice or make an appointment - transfer to CHS telehealth

Transfer to: 704-512-7895

STEP 6 | Submit form
IF TRANSFERRING: Thank you for calling Carolinas HealthCare System and allowing us the opportunity to assist you. Is there anything else I can do to help you prior to transferring you to the expert that can answer your question(s)?

IF ENDING CALL: Thank you for calling Carolinas HealthCare System and allowing us the opportunity to assist you. Is there anything else I can do to help you today?

*We understand that information about you and your health is personal. We are committed to protecting your health information. View our privacy policy.