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Effective use of the Interactive Voice Response System

The following tips will help you use our Interactive Voice Response (IVR) system effectively:

  • Background noise or speech can affect speech recognition. Access the IVR in a quiet environment.
  • Listen carefully to the prompts and speak your response in a clear voice.
  • If you think you have made a mistake in entering information, simply WAIT. The system will indicate where you are and what you need to do next.
  • You may return to the main menu at any time by saying main menu. You may also say repeat or help at any time.
  • The touch-tone equivalents for yes or no are 1 = yes and 2 = no.
  • All date inputs should include the two-digit month (mm), two-digit date (dd) and four-digit year (yyyy).
  • The system offers a barge-in option, which allows you to speak or press your responses before the system has finished prompting you.
  • You may execute unlimited requests within each prompt.
  • You may ignore the prefix such as 3HZN, if any, in the patient’s ID number.

Accessing the Main Menu

  1. Dial the toll-free Physician Services number: 1-800-624-1110.
  2. Enter your nine-digit taxpayer ID number or 10-digit National Provider Identifier (NPI).

Main Menu Options
Below are several functions available to you via the IVR:

  • Claims and medical bills.
    1. To request a patient’s claim status, say claims or press 1.
    2. Enter the patient’s ID number or Social Security Number.
    3. Enter the patient’s eight-digit date of birth (mm/dd/yyyy) and eight-digit date of service (mm/dd/yyyy).
  • Eligibility and Benefits.
    1. To verify a patient’s eligibility, say eligibility or press 2.
    2. Enter the patient’s ID number or Social Security Number.
    3. Enter the patient’s eight-digit date of birth (mm/dd/yyyy).
  • After the eligibility information is given, say check benefits to obtain information from a customer service representative.
  • Authorization.
    1. To request the status of an authorization, say authorization or press 3.
    2. Enter the patient’s ID number or Social Security Number.
    3. Enter the patient’s eight-digit date of birth (mm/dd/yyyy).
  • Referral.
    1. To submit or obtain referral information, say referral or press 4. Please refer to Referral Process Using the Interactive Voice Response System.
  • Duplicate Voucher.
    1. Say duplicate voucher or press 5. You can say claim number, check number or EFT trace number.