Provider Contact Channels and Response Timelines

Healthcare providers can reach Sana Benefits Support through multiple channels depending on the urgency and nature of the inquiry. Below are our contact methods, required verification details, and Turnaround Time (TAT) expectations.

Contact Methods & Turnaround Times (TAT)

1. Live Chat Support (Fastest)

• Best For: Quick eligibility, benefits verification, or real-time claim inquiries.
• Turnaround Time (TAT): Same day.
• Details: Click the Chat Bot icon in the bottom-right corner of your screen. If our team is unavailable for immediate live chat, your message will automatically generate a support ticket, and we will follow up with you via email.

We also utilize Stedi: a healthcare clearinghouse providers can use to check a patient's eligibility, benefits, and claim status.

• You can sign up at stedi.com and use the Stedi portal to check eligibility. Our Payer ID for Stedi is SANA1
• Search for our name in EMR or medical record system: Sana, or our Payer ID, which is SANA1.

2. Email Support

• Email: hello@sanabenefits.com
• Turnaround Time (TAT): Up to 3 business days.
• Required Details: To comply with HIPAA guidelines and ensure prompt processing, please include:
  1. Three (3) HIPAA Verifiers: Patient Full Name, Date of Birth, and Sana Member ID Number.
  2. Claim & Request Details: Provider Name, Tax ID Number (TIN), NPI, Date(s) of Service, and specific Claim ID (if applicable).

3. Phone Support

• Phone Number: (833) 726-2123 (Monday – Friday, 7 AM to 7 PM Central)
• Voicemail Turnaround Time (TAT): 1-2 Business Days
• Required Details:
  • Provider Name  
  • Provider Phone Number
  • Provider NPI Number
  • Member Full Name  
  • Member Date of Birth
  • Member ID
• Urgent / In-Office Assistance: If a member is actively at your facility, please reach out via chat OR have the member contact Customer Support directly via phone for expedited help.