IVR Conversion Tool

PTAN and Medicare Number Conversion

Name Conversion

 
 

Interactive Voice Response (IVR) - Self-Service Technology

Access the below IVR related information from this page.

Availability

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 Beneficiary Details
  • NPI - National Provider Identifier
  • PTAN - Provider Transaction Access Number
  • TIN - Tax Identification Number
  • 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
View the complete listing of letters and their corresponding three-key combinations
  • 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

Open All Listings   |   Close All Listings

Provider Contact Center

Verbal Response: Provider Contact Center | Touch Tone Response: 1

Future eligibility dates are not accepted.

Claim Status

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 Caller must say "Details" to hear
  • 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
  • Claim Control Number (CCN)
  • HCPCS or NDC Submitted
  • Units Submitted
  • Allowed Amount
  • Denial Reason, if applicable
Eligibility

Verbal Response: Eligbility | 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
  • Part A and B effective/termination dates
  • Deductible information for year of date of service
  • Medicare Primary, Secondary, or HMO
General 1
MSP
  • MSP name
  • Effective/Termination date
  • MSP type
MSP 2
HMO
  • HMO name
  • Effective/Termination date
HMO 3
Inpatient/Skilled Nursing Facility (SNF)
  • Admittance/Discharge date
  • Patient status
  • Facility NPI
Inpatient 4
Home Health
  • Effective/Terminination date
  • NPI
Home Health 5

Hospice

  • Effective/Terminination date
  • NPI
Hospice 6
Same and Similar

Verbal Response: Financials | Touch Tone Response: 3

Submenu Item Verbal Response Touch Tone Response
Same and Similar
  • HCPCS found
  • Initial date
  • Revised/Recertificaiton date
  • Purchase or Rental
  • Number of payments
  • Last billing date
  • Supplier name
  • Supplier phone number
Similar 1

Same to Same

Any HCPCS can be entered regardless of prefix

  • Number of HCPCS found (1-2 depending on modifiers)
  • Date of service
  • Revised/Recertificaiton date
  • Supplier name
  • Supplier phone number
  • RT/LT Modifier, if applicable
Same 2
Financials

Verbal Response: Patient Status | Touch Tone Response: 4

 
Submenu Item Verbal Response Touch Tone Response

Ordering Remittance Advice (RA)

  • Caller must enter or verbalize RA date needed
Remittance 1

Pending Claims

  • Only pending claims total for PTAN will be returned
Pending 2

Last Three (3) Checks

  • Check issue numbers, issue dates, and amounts
Checks 3

Overpayment Information

Releases all beneficiaries on a Document Control Number (DCN)

  • Beneficiary name, date of service, and overpayment amount
Overpayment 4
Prior Authorization

Verbal Response: Prior | Touch Tone Response: 1

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
Phone Reopenings

Verbal Response: Phone Reopenings | Touch Tone Response: 2

User Security

Verbal Response: User Security | Touch Tone Response: 3

 

 

Resource

Last Updated Tue, 15 Sep 2020 18:03:05 +0000