National Government Services Part B
IVR and Contact Center Telephone Numbers

National Government Services, Inc. is moving toward a single Interactive Voice Response (IVR) platform. The new IVR applications will be implemented on February 1, 2008 and will have a separate telephone number from the contact center. 

This change will require some providers to call a different number than they do today.  Please refer to the following chart for all National Government Services Part B providers.

*Indicates a new telephone number effective February 1, 2008.

Introducing the NEW Medicare Part B IVR (Interactive Voice Response)

Coming February 1, 2008 to a phone near you!!!

National Government Services has developed an Interactive Voice Response (IVR) application to assist you in answering a number of questions through a speech-enabled interface that responds to your voice. Providers can obtain patient eligibility, claim information, check information, and some general information.

Upon implementation of the IVR there will be a separate line for providers to contact Customer Care Representatives regarding issues not addressed on the IVR. Please note:  If you call the Customer Care number with an issue that should be addressed via the IVR, you WILL BE referred back to the IVR line. Customer Care representatives still cannot address claim status, or any of the information provided via the IVR.

Please watch our Web site for both the IVR and Customer Care telephone numbers.

Tips for Successful Use of the IVR:
Speak Naturally
Speak Clearly
Cell Phones and Speaker Phones Should be Avoided Whenever Possible
Have Your Information Organized Before You Call

Currently, this application is only available in English.

The IVR is programmed to allow for the entry of all data using touch tone in the event a user is unable to successfully speak to the IVR. Complete instructions on touch tone entry will be provided on our Web site.

To enter a letter via touch tone you must press three keys, the *, the number with the appropriate letter on the keypad (2 has A,B,C), and 1,2,or3 to indicate the letters placement on that key (2 has A,B,C – A would be the first letter, B the second and C the third). To enter an “A” you would press *21. “Q” would be *11 and “Z” would be *12. Most common Medicare letters:

A  *21  B  *22   C  *23  D  *31  M  *61 S  *73   T  *81   W  *91

The following information describes each transaction available via the new IVR:

Eligibility
IVR Requests                                    IVR Provides
Provider Number                               Effective and Termination Dates for Part A and B
Patient Medicare Number                 *MSP Type, Name, Effective/Termination Dates
Patient First and Last Name              Medicare Advantage HMO Information
Patient Date of Birth                          Deductible Applied for Current and Prior Years
Date of Service                                   Current and Prior Year Therapy Cap Information
                                                            *Home Health Name, Address, Effective/Termination Dates
                                                            *Hospice Name, Address, Effective/Termination Dates
                                                            *Corrected Medicare Number

*Indicates enhancement for current National Government Services speech-enabled IVR users.

Claim Status
IVR Requests                                    IVR Provides
Provider Number                               Number of Claims
Patient Medicare Number                 Claim Status, Amount Submitted, Amount Allowed
Patient First and Last Name              Amount applied to Deductible
Date of Service                                   Amount Paid, Payment Date, Check Number, Date Letter Sent

For additional claim information, say “Claim Details” to hear the following information:

Control Number                                Procedure code submitted
Modifier Submitted                           Line Item amount submitted
Line item amount allowed                 Line item amount applied to deductible
Denial date                                         Denial Reason

Checks
A submenu will ask if you want information about checks or earnings to date. When you select earnings to date you receive your Month to Date, Year to Date, and Current Approved to Pay amounts. When selecting checks you will be asked if you want to search by check number, check status, or a range of dates. The IVR gives you Check Number, Check Status, Amount of Check, and date it was cashed.

Deductibles
IVR Requests                                    IVR Provides
Provider Number                               Deductible Status for Current Year
Patient Medicare Number                 Deductible Status for Prior Year
Patient First and Last Name              Amount of Partial Deductible Met for Current Year
Patient Date of Birth                          Amount of Partial Deductible Met for Prior Year

Pricing
IVR Requests                                    IVR Provides

Provider Number                               Allowed amount from Provider Fee Schedule
Procedure Code
Modifier Used or say No Modifier
Your locality
Date of service

Phone Numbers
Callers requesting information for common phone numbers are presented with a list of commonly requested phone numbers.

Addresses
Callers requesting information for common addresses are presented with a list of the most commonly requested addresses, including where to obtain seminar schedules.

Appeal Rights
Callers requesting Appeal Rights information will be played a static voice segment that discusses appeal rights instructions.

Posted: 01/28/2008