CIGNA Behavioral Health Practitioner Connection – Advantages of Interactive Voice Response

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CBH Practitioner Conection
Volume XXIII, 3rd Quarter

The right help at the right time!

Advantages of Interactive Voice Response

Practitioners now have more options for easier access to participant eligibility and benefits information. In addition to speaking with a Customer Service Representative, providers can also access our confidential Interactive Voice Response (IVR) system to obtain routine information such as:

Claim status
Effective coverage date for subscribers and/or dependents
Available mental health and substance abuse benefits
Status for authorization of benefits
Web assistance
Application and contract information

The IVR system offers several advantages, including greater accessibility. The IVR system is available 24 hours a day, 7 days a week. Since the retrieval of information does not require a representative’s assistance, the IVR system can process information faster with your requests being communicated by touch-tone keypad or voice commands, thus reducing a caller’s time on hold. You can access the IVR system by calling 800.926.2273, and selecting option 5.

A recent addition to our IVR capabilities is the ability to take Coordination of Benefits (COB) information from participants. What does this mean to you? No more annoying COB forms. The participant may call 800.472.1680 (note: this number is different from the one indicated above) to update COB information on the spot. If the participant has dual coverage, they will need to speak with a Customer Service Representative to update COB information.

COB information should be updated at least annually. However, COB information should also be updated in response to status changes such as when the subscriber changes divisions with their current employer, when there is a family status change, and/or dependents reach “non-student” age as defined by the subscriber’s benefit plan. Requesting that the participant call the COB IVR line (800.472.1680) can eliminate annoying payment delays.