Interactive Voice Response (IVR) - Self-Service Technology - JD DME
Interactive Voice Response (IVR) - Self-Service Technology
Access the below IVR related information from this page.
- Availability
- Call-in Tips
- Authentication Elements
- Touch Tone Feature for Entering Letters
- Route Call in the Right Direction
- IVR Guide
- Resource
Availability
877-320-0390
Hours of availability for the required services identified above are:
- General IVR inquiries: 24/7
- Claim-specific inquiries: Monday - Friday 6 a.m. - 8 p.m. CT, Saturday 6 a.m. - 3 p.m. CT
Call-in Tips
- It is important that callers listen to the IVR prompts as they will provide navigational instructions
- Call from a quiet environment using a telephone with a handset or headset
- Use of speaker phones and cell phones is not recommended
- Speak clearly and naturally into telephone
- Bypass upfront messaging by saying "Main Menu" or pressing # key on telephone keypad
- Selections may be keyed or spoken without waiting for entire prompt to play
- Say "Main Menu" at any time to go back to beginning of call flow
- If IVR is having difficulty with information as spoken, try keying information with telephone keypad
- Enter full Medicare number
If callers prefer to avoid the voice-recognition option offered from the IVR, use the IVR Conversion Tool to assist in determining the touch-tone data-entry.
Authentication Elements
To ensure that calls flow as quick and as productive as possible, be prepared with the below information. Depending on the inquiry and department, additional authentication details will be necessary. Failure to provide the IVR with all necessary information may result in inaccurate or incomplete returned results.
Provider Details
- NPI - National Provider Identifier
- PTAN - Provider Transaction Access Number
- TIN - Tax Identification Number
Beneficiary Details
- Beneficiary Name
- Beneficiary Medicare Number
- Beneficiary Date of Birth
- Date of Service
Touch Tone Feature for Entering Letters
To enter a numeric value, use the corresponding number on telephone keypad. The three-key combination works as follows.
- Select *(star) button
- Select button on telephone keypad which contains letter
- Select button which represents position of letter on keypad
- Example: PTAN 55t551 Key Entry: 55*81551
- A *21
- B *22
- C *23
- D *31
- E *32
- F *33
- G *41
- H *42
- I *43
- J *51
- K *52
- L *53
- M *61
- N *62
- O *63
- P *71
- Q *72
- R *73
- S *74
- T *81
- U *82
- V *83
- W *91
- X *92
- Y *93
- Z *94
Route Call in the Right Direction
Main Menu
All calls begin at the Main Menu where a caller is immediately able to choose the desired customer service area, from below table, in which to direct his/her inquiry to. NOTE: The touch tone options are not provided during this initial prompt, so it is best to have this information ready when calling.
During Noridian business hours, callers may say "operator," or press "0" (zero) to be transferred to a Customer Service Representative when the IVR is unable to complete the desired inquiry and/or there are still questions about the information it did provide. See the "Contacts" webpage for Supplier Contact Center hours of operation.
When navigating within the IVR, callers may speak "Main Menu" to return to this high-level menu option.
IVR Guide
Provider Contact Center
Verbal Response: Provider Contact Center | Touch Tone Response: 1
Future eligibility dates are not accepted.
Verbal Response: Claim Status | Touch Tone Response: 1
Additional Authentication Elements
- Patient Medicare number
- Patient name as it appears on Medicare card
- Date of service
At any time, caller may:
- Say: repeat that, next claim, previous claim, or claim details
- Change Medicare number, NPI, or PTAN number
Claim Status Provides
- Number of Claims (in given date range)
- Claim Status (processed, denied, pending, etc.)
- Submitted Amount
- Remittance Advice (RA) Date
- Total Allowed
- Total Paid
- Check Number
Caller Must Say "Details" to Hear
- Claim Control Number (CCN)
- HCPCS or NDC Submitted
- Units Submitted
- Allowed Amount
- Denial Reason, if applicable
Verbal Response: Eligibility | Touch Tone Response: 2
The IVR cannot accept future dates for eligibility while performing eligibility inquires.
Submenu Item | Verbal Option | Touch Tone Option |
---|---|---|
General Eligibility
|
General | 1 |
MSP
|
MSP | 2 |
HMO
|
HMO | 3 |
Inpatient/Skilled Nursing Facility (SNF)
|
Inpatient | 4 |
Home Health
|
Home Health | 5 |
Hospice
|
Hospice | 6 |
Verbal Response: Same and Similar | Touch Tone Response: 3
Submenu Item | Verbal Response | Touch Tone Response |
---|---|---|
Same and Similar
|
Similar | 1 |
Same to Same Any HCPCS can be entered regardless of prefix
|
Same | 2 |
Verbal Response: Financials | Touch Tone Response: 4
Submenu Item | Verbal Response | Touch Tone Response |
---|---|---|
Ordering Remittance Advice (RA)
|
Remittance | 1 |
Pending Claims
|
Pending | 2 |
Last Three (3) Checks
|
Checks | 3 |
Overpayment Information Releases all beneficiaries on a Document Control Number (DCN)
|
Overpayment | 4 |
Verbal Response: Prior | Touch Tone Response: 5
Prior Authorization Requests (PAR), Condition of Payment (COP), and Advance Determination of Medicare Coverage (ADMC) information
- Receipt date, status (pending, affirmed, denied), and tracking number