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Enhancement to Automated Phone System: Consolidated Benefit Response

Posted August 26, 2019

As always, checking eligibility and benefits electronically through the Availity® Provider Portal or your preferred web vendor is a quick and convenient way to access coverage information for Blue Cross and Blue Shield of Illinois (BCBSIL) members. If you do not have online access and need to call BCBSIL to verify benefits, we want to make you aware of an enhancement to the Interactive Voice Response (IVR) phone system, an alternative way to check eligibility and benefits. As of Aug. 26, 2019, the IVR phone system will consolidate benefit responses for services that have the same benefit details.   

This IVR enhancement will improve provider efficiencies and ultimately reduce your call time. Previously, for example, if a caller requested chemotherapy benefits in the IVR, the system would return coverage for each individual provision of chemotherapy, radiation therapy and office visit. Now the IVR combines these services and returns one benefit quote for all provisions when the coverage level is the same. The IVR main menu options have not changed and providers will continue to navigate the phone system as they have in the past.   

For IVR navigational assistance, refer to the Eligibility and Benefits Caller Guide.

To verify eligibility and benefits via phone for government programs (Medicare Advantage and Illinois Medicaid) members, refer to the number on the member’s ID card.    

Checking eligibility and/or benefit information is not a guarantee of payment. Benefits will be determined once a claim is received and will be based upon, among other things, the member’s eligibility and the terms of the member’s certificate of coverage applicable on the date services were rendered. If you have any questions, please call the number on the member’s ID card.  

Availity is a trademark of Availity, LLC, a separate company that operates a health information network to provide electronic information exchange services to medical professionals. Availity provides administrative services to BCBSIL. BCBSIL makes no endorsement, representations or warranties regarding any products or services provided by third party vendors such as Availity. If you have any questions about the products or services provided by such vendors, you should contact the vendor(s) directly.