December 17, 2021
Beginning Jan. 3, 2022, the option to speak to a Customer Advocate will be removed for the chiropractic and mixed therapy benefit categories within our automated Interactive Voice Response (IVR) phone system.* Please note that the level of patient eligibility and benefits information quoted by the IVR system is the same as what a Customer Advocate provides. Our Customer Advocates will continue to be available for more complex benefit quotes.
Blue Cross and Blue Shield of Illinois (BCBSIL) is committed to providing efficient and secure access to patient information. To better assist you with understanding the IVR change effective Jan. 3, 2022, a list of the benefit categories that are contained in the IVR (no Customer Advocate option) is included below. This listing is continually reviewed and may vary across our different BCBSIL networks, products and/or group policies.
Note: This information/listing is not applicable to government programs (Medicare Advantage or Illinois Medicaid) member policies. For eligibility and benefits requests via phone for government programs members, use the Customer Service number on the member’s BCBSIL ID card.
For additional help with navigating the IVR, refer to our Eligibility and Benefits Caller Guide.
*The change referenced above does not affect the Federal Employee Program® (FEP®) IVR. See page 5 of the Eligibility and Benefits Caller Guide to view benefit categories that are contained within the IVR for FEP members.
Consider Electronic Options
Checking eligibility and benefits online through Availity® or your preferred web vendor is the quickest way to access information for BCBSIL members. To learn more about online solutions, see our Provider Tools page.
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 questions, 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.