PA: 1-866-488-0548 | NJ/MD/DE/DCMA: 1-877-235-8073
Highmark Medicare Services has deployed a new Interactive Voice Response Unit (IVR). The IVR will offer the provider community quick and easy access to Medicare related information. This service is accessed via your telephone simply by calling the toll free provider customer service telephone number and selecting the option that you would like to use. You will have the ability to speak or touch tone your responses. You will not hear the touch tone options during the initial prompts; you can either say the option or key the numeric value to the left. The following options will be offered:
(1) Eligibility
(2) Claim Status
(3) Checks and Earnings to Date
(4) Pricing
(5) Frequently requested Telephone Numbers
(6) Frequently requested Addresses
(7) Medicare News
(8) Appeal Rights
(9) Fax Authorization
Fax Authorization
In order to use the fax option, you must register the fax numbers that are authorized to receive faxes. This will ensure the financial information that is being sent is secure and restricts the faxing of your information to only the numbers you have provided us. If this information changes, it is your responsibility to notify us. You must complete this form prior to using this option.
Steps for fax authorization:
1) Download the fax authorization form.
2) Complete and sign the form. Mail it to the address on the form.
3) The authorization file will be updated with your information.
4) You will receive a confirmation fax that the authorization process is complete.
Fax Authorization Form (Click Here)
Automated Surveys
Effective 1/24/08, callers will be randomly selected to take one of two different surveys. The first survey rates your satisfaction with our IVR and the second survey permits you to rate your last CSR interaction. If you have been selected to take either one of our surveys, our IVR will indicate that to you prior to reaching the IVR Main Menu. If you wish to take the IVR Survey, say the word "Survey" after you have completed performing all of your IVR transactions to be automatically connected to it. To take the CSR Survey, request our CSR to connect you to it after you have completed speaking with them.
IVR Requirements
The Audio Response Unit is easy to use. All you need is:
- Your NPI and PTAN numbers
- Your patient’s name & Medicare Health Insurance Claim (HIC) Number (nine numbers followed by a letter) for claim status and eligibility.
- The date of service (DOS) in question for claim status
- The Patients birthdate in MMDDYYYY format
- Telephone with handset or headset. The use of speakerphones and cell phones are not recommended.
- A quiet environment that you can speak clearly and naturally into your telephone.
- Your registered fax number (when using the fax option).
- You can not check future dates for entitlement as the information may change from the time you verified the information until the future date.
IVR Instructions
Step-by-step instructions on using the Pennsylvania (PA) IVR.
For a Provider Guide in PDF printer-friendly format, click here.
To use the Name to Number Conversion Tool, click here.
Please Note: Based on CMS requirements, if you call a customer service representative with a question that can be answered by the IVR, you will be referred back to the IVR.