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IVR is an Interactive Voice Response
System that became effective March 1, 2002 for MSBCBS providers.
Dialing 1-866-605-6668 on your touch-tone telephone accesses
the IVR and provides you greater access to information at your
convenience. The IVR system can be accessed Monday through Friday
from 7:00 a.m. through 7:00 p.m. and on Saturday from 7:00 a.m.
through 4:00 p.m. No hours are available on Sunday. The system
has been designed to be user-friendly and by following the prompts
the caller can obtain information in most situations without
speaking to a Customer Service Representative.
The system provides three (3) options
for information available through the IVR System: (1) Claim
status; (2) member's enrollment and eligibility ;
(3) referral information. The IVR system is not available
for FEP or NASCO members or dental claims.
The provider (caller) will have the option
of listening to the response or selecting the option
to receive the requested information via fax. Providers
must enter their 9 digit tax ID# and 3 digit suffix.
The IVR system requires certain data to be entered by the caller:
member ID#, member's date of birth, and a date of service.
After calling the toll-free number, 1-866-605-6668,
you will be prompted to select the appropriate option using
the touch-tone telephone:
- Claim status information --- Press 1
- Eligibility information --- 2
- Referral information --- Press 3
- To speak with a Customer Service Representative --- Press *0
Other options utilized to access information
through the IVR System are listed below:
- To repeat the directions or option selected --- Press *7
- To return to the main menu --- Press *8
- To use the same member ID number for another option --- Press #sign
- To terminate the call --- Press 9
Edits are in place throughout the IVR
System to validate dates of service, ID#s and birth dates. If
invalid data is entered (ex: DOS is 14/22/2001) the system will
advise the caller what they entered is invalid. For security
purposes, if an invalid provider tax ID# or member ID# is entered,
the system will advise the caller. After the third (3rd) invalid
entry, you are given the option to select *0 to speak to a Customer
Service Representative, otherwise the call will be disconnected.
Provider education material has been mailed
to all participating providers. Please contact your External
Provider Relations Representative or call the Provider Relations
Department at 1-800-798-7768 or 1-304-424-7795, if you have
any questions about the new Interactive Voice Response System.
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