November 2009
Interactive voice response available next year
Note from the Editor - Article updated on December 21. The implementation date of our IVR system has been postponed due to an unexpected delay. Once the new implementation date is determined, it will be included in our What's New section.
Our Provider Customer Service phone lines will include a new service option: interactive voice response (IVR). This technology enables a computer to accept voice commands or touch-tone inputs and responds to your inquiries without having to speak with a Customer Service specialist.
The information available on IVR will be a subset of the data already available on our Provider Center (formerly Regence Online Services for Providers). IVR is an easy option for offices without access to the Internet or when your office Internet connection is unavailable.
IVR allows you to quickly and easily receive member medical eligibility; and medical, dental and vision claims status (e.g., if the claim has been received, is in process or has been completed). Information about multiple members can be obtained in a single session. You will have the option to opt out of the IVR to speak with a Customer Service specialist at any time during normal Customer Service hours of operation.
IVR will be available for the following Provider Customer Service phone numbers:
| Customer Service | Phone number |
|---|---|
| General Provider Customer Service | 1 (800) 722-5086 |
| Boeing | 1 (800) 422-7713 |
| Innova®, Engage®, ActivateSM, HSA Healthplan 2.0SM | 1 (800) 452-6333 |
| Regence MedAdvantage | 1 (877) 508-7362 |
The initial launch of IVR will not include the following: eligibility for dental and vision; benefits; or our BlueCard® or Federal Employee Program (FEP) phone numbers.