IVR Claim Status Menu Changes in October

October 18, 2010

We are continuing to enhance efficiency of the self-service claim status menu options offered by our Interactive Voice Response (IVR) phone system. Beginning Oct. 18, 2010, you will have the option to speak to a Customer Advocate (CA) only after you obtain responses via the IVR at both of the following claim status levels:

  1. Overall status – check amount, paid date, etc.
  2. Line item detail (professional claims only) – allowable amounts, ineligible reason codes, etc.

These menu changes address the fact that there are limited reasons to speak with a CA after obtaining claim status information from the IVR. The IVR and CA quote from the same source: The BCBSOK claim system. By utilizing the automated IVR phone system for routine requests, you allow our CAs to dedicate more time to addressing and resolving claim inquiries beyond status quotes.

Calls to our Provider Inquiry Unit (PIU) are automatically received by our IVR phone system. The IVR is available Monday through Friday, 6 a.m. to 11:30 p.m., CT, and Saturday, 6 a.m. to 3 p.m., CT. For assistance with navigating the automated phone system, refer to our IVR Caller Guides.

For faster service: To help maximize operational efficiencies in your office, we recommend conducting online claim status inquiries and other transactions via your preferred electronic vendor portal. For example, registered Availity users can use Availity's Claim Research Tool at no charge for up-to-the-minute electronic transactions that are secure, unlimited and printable. See the CRT Tip Sheet  for details.

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