Access the below IVR related information from this page.

• Availability
• Call-in Tips
• Call Flow
• Authentication Details
• IVR Guide
• Resource

Availability

To provide an efficient and more streamlined service for our providers, CMS and Noridian require Medicare Part B providers to use the IVR to retrieve the specific information included below.

• Part A/B patient eligibility
• Claim status
• Deductible status
• Check status
• Check history
• Remittance Information

These services are only available during the hours the Medicare claims processing system is available.

• General IVR inquiries available 24/7
• Claim-specific inquiries available Monday - Friday 4 a.m. - 7 p.m. PT and Saturday 4 a.m. - 2 p.m. PT

Call-in Tips

• Call from a quiet environment
• Have your information organized before calling (See authentication details below)
• Speak clearly and naturally into telephone
• Bypass upfront messaging by saying "Main Menu" or pressing the # 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 including alpha character(s)
• When speaking date, use full format, for example, say "July fifth, two thousand ten"
• In order to obtain accurate information, some Medicare numbers require suffix verification each time, such as "B as in Boy," "D as in Dog," or "T as in Tom." To eliminate repetition, include this information when giving Medicare number - "123456789B as in Boy"

If you 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.

Call Flow

To start the call, begin at the Main Menu, "Thanks for calling Medicare."

"Are you calling for inquiries about Patient Eligibility, Claim Status or Financial Information?"

Yes	No
Are you calling for Medicare Part A or Part B?" "Which state are you calling for?"	"Ok. You can say "EDI Support Services, Provider Enrollment, Phone Reopenings, User Security, IVR or General Inquiries."" "Are you calling for Medicare Part A or Part B?" * "Which state are you calling for?"

 

Additional prompts to retrieve the necessary authentication information will follow.

Authentication - Be prepared

To ensure that calls flow as quick and as productive as possible, have the following authentication information available upon calling. Authentication information may vary depending on your inquiry and department you are contacting.

Acronyms indicated in tables below

• NPI – National Provider Identifier
• PTAN – Provider Transaction Access Number
• TIN – Tax Identification Number
• SSN – Social Security Number
• EIN – Employer Identification Number
• UIN – Unique Identification Number (given by User Security)
• ERA – Electronic Remittance Advice
• MREP – Medicare Remit Easy Print

Self Service IVR

Authentication Items	NPI, PTAN, and Last five digits of TIN
Menu Options/ Menu Option Details	N/A

 

EDI

Authentication Items	Provider: NPI, Vendor: Submitter ID
Menu Options/ Menu Option Details	Password Assistance: Connect, and EDI Gateway EDI Registration: Connect Report Questions: 277CA Claims Acknowledgement, 835 (ERA), and 999 Functional Acknowledgement EDI Software: MREP, PC-ACE Pro 32, PC Print, and Connectivity Issues Another Reason: ASCA

 

Enrollment

Authentication Items

NPI, PTAN, and SSN/EIN

Menu Options/ Menu Option Details

Application in Process: In-process application questions/issue, and Application completion timeframe Revalidation: Revalidation process inquiries, Revalidation status, and Account on hold Application Status: In-process application status, and Application receipt PTAN Status: PTAN activity, and PTAN effective date General Enrollment Inquiry: General Enrollment Inquiries, no application in process, and Examples: Who should I enroll in Medicare? What application should I complete and submit? Can my provider enroll in Medicare? How do I report changes?

 

User Security

Authentication Items	UIN
Menu Options/ Menu Option Details	Password Resets: Noridian Medicare Portal (NMP), Professional Provider Telecommunications Network (PPTN), and Direct Data Entry (DDE) General Questions: Approving new user registrations, Unlocking user accounts, and Assistance logging into Noridian Medicare Portal (NMP)

 

IVR Guide

The below detail how to use the IVR and what information is available through it.

• IVR Guide [PDF]

Resource

• CMS Internet Only Manual (IOM), Publication 100-09, Medicare Contractor Beneficiary and Provider Communications Manual, Chapter 6